Woolworths online service needs a lot of work

I recently purchased two items on the Woolworths online store. I only received one of the items despite the dispatch note saying that there were two items in the package and my account was debited for 2. I called the call centre 3 times only to be told that the query was e-mailed to the online warehouse, they didn't respond and there was no other way for them to contact the warehouse. I was then told that my account would be credited for the missing item. I then went to the store to return the one item. A week later my account still wasn't credited and the missing item was delivered, which will mean another trip to the store to return the item. Upon calling the call centre and explaining what happened the consultant cut my conversation. I want to add that with every call it took me more than 20 minutes of holding before I could speak to a consultant. Very bad service indeed. After being a loyal customer for over 20 years I find this unacceptable.