A flawed system or dirty tactic?

I placed a rather expensive order on the Netflorist website through my profile and payed with eBucks (as I've done on many previous occasions). After entering an OTP I was redirected to a confirmation page WITHOUT an order number. The payment reflects on my FNB app. This was done 2 days before my anniversary. I contacted Netflorist and requested that the issue be resolved by my anniversary date which I was told would happen. I was requested to send proof of the transaction from my side which I promptly did. Since then I've been given evasive answers - "escalated for assistance", "revert back to you shortly", "still awaiting feedback", "I have followed up from my end".

Not only was there no delivery of this order on my anniversary which Netflorist obviously don't care about, but there seems to be no interest in refunding me for an order which they charged and mysteriously disappeared.

Is this a flawed system or a dirty tactic? Exercise caution...