They don't want to refund me for missing items

I placed a Woolies Dash order on 18 November and x2 FMC Egg 50g was not in the bag. I immediately emailed them asking for a refund and send them all my proof. Woolworths then responded to say that the case has been forwarded to the store and they will contact me directly regarding the missing items and deliver it as soon as possible. I waited a few days but then emailed Woolworths again to say that the store never contacted me. They sent me an email yesterday - 01 Dec - stating that they resolved the case: Dash Order: o*** with number WW-119158-N5M2B7. I can't believe how challenging and frustrating it is just to get a refund from them. Their processes are disappointing. I want my refund!