Shocking service woolworths online

I have been using woolworths on line for many years and had no problems until a year ago. Now they are impossible to deal with. They always ask for delivery instructions. I always ask them to phone for replacements and to pack in plastic bags This does not happen. If something is out of stock they just don't deliver or they replace it with something i may not want. I have phoned and emailed on numerous occasions..I have not received one reply to emails and all the nice words from the phone calls. have come to nothing. I am angry right now as it happened again today and it's no use phoning..the only good thing i have to say is their driver is very friendly and helpful