Woolworths customer's disappointment with online service and attempt at refund

I am so disappointed in the service I have received from Woolworths On-line Shopping. I have bought from them online before, quite a while back and it was a disaster, but due to social distancing and in an effort to reduce the spread of COVID-19, I decided to try again. This was a HUGE mistake. When our order finally arrived, 3 of the items were not in the parcel. I then spent two and a half hours trying to get hold of them telephonically the day after the parcel arrived. I had to cut the call after an hour so that I could purchase more voice time to call back. I finally got hold of someone who assured me that my refund would be in my account the following day as well as the refund for the second order, which I can cancelled. Well guess what - big surprise - it wasn't! I cannot purchase more sir time to hold on for someone to eventually answer so I sent an email which has been bounced from one department to another and back to the original department that it was sent to, but still no refund has been received. I shop at Woolworths good every week because their fruit and vegetables are the best and last, but I am seriously reconsidering as I am so utterly disappointed in their service - or should I say lack thereof.