Not impressed with service

I ordered a set of pajamas online for Father's day a week or two in advance. I received the order only to find that an item is missing from the set which I've paid for. I then emailed Woolworths and received a call the next day to say the matter will be escalated to the relevant department and that their turnaround time is 48 hours. No response was received. I called Woolworths to which I am told that 'oh yes, there is feedback under your reference, sorry that you were not contacted.' Fine. Then I get told that the item cannot be found and they can collect the other item from me and reimburse me. I wanted that specific set in the first place hence I placed an order in advance, then what is the point. I ask whether the item can't be substituted to which they say I can to the value of the otger item that they have calculated. There is no pants to that value which they are very well aware of and rather get told I can keep the top and the pants value refunded. What is the purpose of ordering online in the first place. I'm really not impressed with the service I received.