Very disgusted in Woolworths online team and systems

Very dissapointed in one of my online purchases. Order nr: o***. Woolworths sent me an email last week asking to confirm my addess details as the courier is struggling to deliver my order. This came as one massive surprise as the courier never phoned me and all my previous online orders were delivered without any problems. I however responded the same day and confirmed address details (which was correctly provided on order). Tuesday I received an email saying that my order was returned to the warehouse, even after I responded to their email. This cost me a R70 phone call and 35 minute call to their customer services and still all response I got was that the order is returned and there is nothing that they can do for me. This is my husband's christmas present and I did everything right on my end. I still have no evidence that the courier were here and even though I responded to their email they still just sent my order back. Woolworths are also making it even more difficult to get a refund as they want me to phone them again to confirm card details, which are stated on my order! They are also deducting R150 off my order total even though I qualified for free delivery and like I said I am still not convinced that the couriers were actually here - I have made a lot of online purchases at Woolworths recently and this was the only order I had problems with.