Woolworths online is a nightmare

I ordered food on wthe online store and not all my food items were delivered. The call centre agent said she would investigate and call back which she did. But in the call back they made me wait for some guy to come speak to me. When the guy eventually came to the phone he apologized for not calling me regarding substitutions and I asked if my money would be refunded. He said there was no need because I was not charged. I said that's not true because I paid the full amount before delivery. He said he would investigate and get back to me. It's a week later he has not gotten back to me and I have not been refunded for the food not delivered which I paid for. I want my money. The online experience is always terrible I hate woolworths online shopping, there are always issues. Additionally I complained in their customer feedback but no one has gotten back to me yet.