Still not received my refund from Woolworths

On 5th March I placed an online order on the Woolworths website (Cape Town). I called Woolworths to schedule a delivery date and estimated time, as I knew I would not be home most of the time. Next thing I knew, the order shows "delivered" on 19th March, of course not on the date and time that I scheduled, but the order was not delivered. I called Woolworths customer service to find out what was happening. They told me that they are aware that this order was not delivered, but marked as delivered by the driver. They told me that as soon as the merchandise reaches the warehouse I will be refunded. It's now April 18th and I'm still waiting for my refund or any communication from Woolworths. I have emailed so many times and have never received a response. I never expected such bad service from Woolworths, as I enjoyed the (previous) good service and good quality of products. But this is causing me to be a lot more apprehensive to buy from Woolworths online. It's just way too difficult to arrange changes in online orders or to get a refund. But my question is.....why am I still waiting for the refund of an order that was supposed to be delivered a month ago? And why am I not getting a response from Woolworths? What is actually going on with this order?