Woolworths online service disappointing

I made an online purchase with woolies now recently and one of my items in the order which i was charged for was not in my box. I then phoned them immediately to inform them of the issue and they advised me it will take 48to72 hours to investigate and resolve. after numerous calls from me after the 72hr deadline, somebody eventually phoned me after 5 days on a Saturday saying it has been resolved now and unfortunately there is no more stock so they are gonna refund me and that will take another 7 working days. I told them the way they handle these type of situations which is their packers fault, is just very very bad. Nobody really apologizes but rather its said that they understand my frustration. Frustration is an understatement cos I also logged a complaint with the last person I spoke to and guess what nothing came of it. Since this is not my first bad experience with the online dept., I had it before and to my shock another order came this week where the pants and the t-shirts size of a set does not match... So once again I had to go to the store and asked them to please sort it out for me. The store ladies is at least nice and more than willing to help and that is much more that I can say from the online dept. I don't want freebies or anything but just at least some kind of token to apologize as I said it is not this once off happening. so ja for me it is absolutely pathetic from a company which is so called one of the top ones!!!