No delivery and no refund received

I have ordered items from Woolworths for delivery. On the Saturday it was supposed to be delivered, I only received the food order and not the clothing order. I sent an email to Woolworths on 03.12.2017 confirming that I did not receive my order. I have not received any response from them until date. I phoned the call centre, the following Monday (04.12.2017) cancelling my clothing order. The consultant advised that the driver would deliver the items on the same day, but I was at work and this was not arranged with me prior. I confirmed that I am cancelling the order. The consultant took my banking details and confirmed that they will refund my purchase of R700. On this day I was on hold for 12 minutes. I phoned again today 07.12.2017 as I have still not received the refund. I was on hold for 15 minutes today. I spoke to a consultant and explained the situation. She requested that I hold on. I was on hold for another 15 minutes. Still this matter has not been resolved and I am R700 and several airtime minutes out of pocket. I am feeling frustrated and disappointed in Woolworths as this is my first online shopping experience and the service has been nothing else then frustrating.