direct2florist - first you pay, but no flowers

On 16th October 2018 I ordered flowers through direct2florist (EVELYN - GBP35 + GBP4.25 = total GBP39.25) for my daughter-in-law birthday. They were suppose to deliver flowers on18th October 2018 to London UK (I provided the address). During my"shopping"as soon as i put my otp number in the direct2flowers web site froze and i didn't receive any ref number but the money was immediately taken off my credit card account and the flowers were not delivered. At the direct2florist website they say they will send you a text message with info and so on - i have not received text message, email, nothing. So, direct2florist was direct to my credit card account but no flowers what so ever. Well, is this how "first world" do business!