On-line bad service

The worst service I have ever experienced. From in-store to online. I tried to buy a pair of black Arizona leather Birkenstocks at Sandton store, although they could see that the size I required was in stock, they could not find it. I was then encouraged to order online, which I did, and the size I required was available and my order was processed. A totally different pair was delivered, the white plastic Eva pair, which was in the box of the one I ordered. As I was not going to be at the address where the pair was delivered, I phoned customer service to suggest I return the wrong order to the Sandton store, I was told it was not allowed and possible. By the time I called to report the wrong item, the pair I required was sold out. The wrong order was collected on 11 February and I am still waiting for my refund. When I call I am told there is a backlog in processing refunds and there is nothing they can do. what is worse is that the review I wrote on their after-service review form was rejected even though it did not have any swear words. I will never buy anything online from Woolworths. They also need to work on the attitude of their in-store sales staff.