No refund from Woolworths

I purchased some stuff at woolydash. That was on the 17th October2023. I didn’t get my order and it’s been a mission impossible to get my refund. It’s been 5 weeks emailing with them back and forth! The last email said; “ as soon as the amount becomes available, the voucher will be sent to you.” What does that even mean??? I’m very disappointed. After being a loyal customer for 18 years…. This is the treatment I get.