Worst service from Woolworths

I bought and paid for homeware online on 3 June 2021. Only 1 out of the 6 items was ever delivered. I logged the query on their website, on the app, via email and eventually with the call centre. No one ever followed up, so I phoned again today. Got the MOST useless call centre agent who kept getting the order number, address and product muddled up. Eventually she promised me a refund. She has just called back to say that they can't refund because they are doing an investigation. An investigation? Into who? I am appallled.