Poor customer service

I am experiencing poor customer service from Woolworths. During the week my online groceries were delivered, when I asked for the delivery note, I was told to search between the items. There was not copy and not all my items were delivered. I then contacted them and they said they would refund me, but I have not received one. A couple of months ago I purchased a product that was compromised, after sending all the details with photos and product details, I was ignored after following up multiple times.