Woolworths won’t give our money back …..

I have had the most terrible experience with woolworths online. We purchased a few items online and upon arrival one of the items (a bed sheet) was not in the box. If a product is out of stock then woolworths should contact the customer to inform them. Anyway we then followed up with them as we have now paid for the R300 bed sheet and not received it. Woolworths has been absolutely terrible wrt customer service. We have called about 6 times with no progress. They are asking us to follow some lengthy paperwork exercise and making this entire process a nightmare. We still don’t have our money and no one calls us back. This is unacceptable for a company like Woolworths that is meant to pride themselves on excellence. Extremely disappointed