Woolworths Online Refund Inefficient

I have been a customer with Woolworths for over 30 years. My recent experience with Woolworths Online has negatively affected my opinion of a store that I thought prided itself on Customer Service. On the 2nd of February I cancelled an order and was told that I could expect a refund into my account between 3 to 5 business days. After calling and speaking with 8 different Customer Service Consultants and being told that e-mails regarding my query have been sent, but no response was forthcoming. The internal processes does not make provision for the Consultants to pick up a phone to find out why e-mails are not being responded too. Due to the inefficiencies I was still not refunded to date. I then insisted that I speak with a Manager, who then called to reassure me that the funds would be in my account by the 23rd of February. Today, the 25th still nothing. I once again had to get on the phone.... "I apologise for the inconvenience" just not do it.