rather quite disappointing Woolies/Dash services

I made an order which unfortunately was never delivered on the 28th and upon my querying I was told by customer services that my refund would reflect in 14 days later, 14 days passed and there was nothing refunded, gave woolies another 2 days to see if it would reflect and there was still nothing, called your line only too be put from this one to that one until I literally got cut off.

on the 20th and I called in again, again, I was passed from this one to that one holding for almost 15min only to be told ooh your refund was loaded friday and will clear in your account by tomorrow (21st March) which happens to be a public holiday.

it is now the 22nd and there is still no refund

Can someone advise me why my refund was never loaded on the 28th as per what I was told?

And if my refund can suddenly be loaded in less than 3 days why was I told that it takes 14 days in the first place?

I'm so disappointed with the whole experience