Woolworths Festival mall refusing to refund me for a lay-by damaged by hailstorm

I made a lay-by with Woolworths festival mall on the 21st of November 2025 (lay-by number: ***), and went to make another payment towards the lay-by on the 28th of November 2025. Unfortunately, there was a hailstorm just after I made the second payment, that affected parts of Kempton park and Woolworths store was part of the affected stores in the Festival mall.

I called Woolworths festival mall store on the 6th of December and there was no answer. I then called Woolworths customer care and was assisted by Rizqah reference number : ww-160042-g8x5h8. I was told I will get contacted by Woolworths this week.

I then called again today, and got assisted by Janine who told me that there is a process in place but the process is not communicated to me as a customer. Janine called me back stating that there is no timeframe and doesn’t have details of the actual process that will be undertaken to assist customers.

My biggest concern is the inconvenience caused, I have already paid R3600 towards the lay-by and have no money left to purchase these close for my child for December holidays elsewhere. I am requesting Woolworths to refund me so I can take the money and go buy my child’s clothes elsewhere.