Reversal of payment

I bought shoes online 2 weeks ago only to be told that they don't have them in any of their SA stores. I have called Woolworths countless times to check how far they are with the reversal of my payment but I have had to hold for over 10minutes each time I call with the phone ringing off the hook and when I finally get through the agents hang up. I have sent emails which haven't been responded to.