Terrible online service

I ordered a salad bowl online as a wedding gift for friends and had it delivered direct to them. A week later they marked the order as delivered and that was that. A couple of weeks later I asked our friends if they had received the bowl and they said no. I contacted woolworths and they told me the bowl had broken en route so they had not delivered it! From the time of the order till about 4 weeks later no one from Woolworths phoned or emailed my to let me know this had happened. The shocking thing is that they marked it as 'delivered'. This is theft! If I had not spoken to the couple I would have been none the wiser. I asked for an explanation as to why this was marked as 'delivered' and am still waiting for a representative from Woolworths to contact me. I won't be supporting Woolworths anymore.