They are refusing to give me a refund for items I didn’t receive

I bought items via the Woolies app on the 23 December 2023. A week before the intended delivery date (3 Jan) I get a call from the delivery service saying they will be delivering items (29th of December) the guy called me to come outside as he was close. I waited approximately 20 while trying to call him. At this point he was not answering my calls. I tried calling him using my WhatsApp number which is different from my calling number and surprisingly he answered and told me he would be outside in 2 minutes… at this point I was already upset because it was clear that he was not answering my calls on purpose. I proceeded to wait another 10 minutes and when I called him again I realized that he had blocked me. I wrote a short summary about this on the Woolies app and a lady called me back days later to tell me the delivery guy was hi jacked (which I believe is a lie). I was given the option to re order or get a refund unfortunately I was told that the items I had ordered are less than 2 items per store therefore I can’t place that order. I asked if she can check on the system for alternative items and she confirmed that I would be able to get them in jhb sandton. She also said that She would sending my enquiry through to process my refund in the meantime. I called my brother in jhb and asked him to look for the items for me and I told him that as soon as the refund is processed I will send him the money. The items had to be purchased immediately though because seemingly they were moving off the shelves. Since then I’ve sent 2 enquiries because I have not received the refund to date. Today I finally decided to call in and I was told that the refund has not been processed and I will only be refunded via voucher. This was not communicated with me. I would not have asked someone to purchase the items and tell them they would be refunded as soon as the refund comes through if I had known this. I am appalled by the service Woolies has offered me and I have been patient with them since the initial transaction. I bought these items cash and I want the refund to be in cash aswell. Especially because I don’t ever see myself purchasing any thing from this store again!