Why is your failure now my responsibility?

I have placed an online order for 2 comforters. When the delivery came, there was only 1 in the box. I had to follow up with Woolworths, the consultant advised me they would come back to me with answers, no one ever did. I then sent an e-mail and once again I could not get answers. I then requested that the consultant should collect the order from me, refund me my money and cancel the entire order which they agreed to. I am now being told I have to take the box to a store myself. Now I have to go and start the whole process of explaining of what happened to someone in store to get my refund while returning only 1 item. I think this is unacceptable.