Poor customer experience

On the 30th of September 2021 I ordered glasses from Woolworths, when they delivered them 1 glass was broken. I called them and placed a recovery order which was supposed to be delivered between the 10th and the 14th. I called them again they said my order got lost at the warehouse. I opted for a refund they told me I should give them my alternative card number of which I did, they said I should wait for 3-5 working days. Guess what it was only processed on the 26th of October this past Tuesday. I told them to just cancel everything and give me a voucher they said it’s impossible. How is it impossible because we’ve been going around in circles. This is poor customer experience because they did not even notice that the recovery order was lost