Woolworths Online order gone wrong

I bought clothes on the 18th of September online when I was about to complete my second order I noticed that the number registered is an old number that I do not use anymore and after not being able to change it online I left an order note explaining the situation and giving the correct contact details. On the 25th of September I received an email saying that they could not reach me (on the old number) and to provide an alternative number. I then responded the same day with the numbers I left on the order note. I got an email back saying they would send the numbers to the courier company. A few days later I received a call saying they could not reach me on the 25th so the order is going to be sent to the warehouse and I would receive a refund I thenI stated that I do not want a refund and I want the items and explained that on the 25th they reached out via email and I responded back and on the website it says my order is delayed and will be sent on the nexr business day, the lady was very rude and did not help me so I told her I would call and talk to someone else as I did not appreciate how she handled the situation. After days of calling and checking up on the order I am now told that my order was sent to the warehouse and I can not get it back therefore I will get refunded but I do not understand why because I left an order and responded back to the email on the same day it was sent only to be called days later to tell me that I would receive my order. If the refund takes 3-5 days then why has it still not been processed because its passed that period now and on the websites it still states that both my orders are delayed. I need thr items ordered and not a refund as indicated a couple if calks done