Woolies online worst service

I bought a perfume online, i lost the despatch form. I went to Woolworths Waterfront, i was told to request dispatch form from woolworths online. I called Woolworths online, they told me the store is lying they were suppose to call for form. I was then told by store to call online for order collection. Later after a while online called me and told be i wont be able to refund the item without the DISPATCH form.