Takes money for services it cannot deliver, No refund

I placed an online order in November 2024 and paid for Saturday delivery. Woolworths could not meet this promise. I called beforehand to ask for a refund on the special delivery fee (as I qualified for free delivery by default) and was promised a refund. I called many times after to follow up and to date, March 2025, I am yet to see my refund. It is unfair to take payment for a service which cannot be delivered on. I am very disappointed in Woolworths' service standards and for wasting my time and money, and the additional costs I had to call and follow up numerous times. Order Number o***