Refund for broken items

I purchased vases online last week and three of them were broken upon delivery. I called woolworths Immediately and I was given reference number ***6 and I was assured my items would be replaced or refunded if out of stock. I sent images as required but I haven seen my refund to date, worse is I have to be the one who calls them for updates, they promise to call back but never do. Today I was told my matter has been escalated and now I must “just wait”. This is so unfair and very bad customer service on Woolworths end. Saying I’m upset is an understatement, Woolworths needs to treat it’s customers better