Woolworth online service very slow

I ordered an item online with Woolworths 9 Dec...received an sms 13 Dec saying goods to be delivered that day. I never received a call or the item. I called in 17 Dec to follow up. The call center logged a query. They said it would take 48 hours for a response....which seemed very long for a response. I had to call again now after 48 hours and they still do not have feedback. Frustrating as no way to escalate this issue and get a conclusion or my item delivered. Woolworths call center as helpful as they can be with the system in place.....but the system is slow and does not work regards quick service delivery.