Bad customer service

Very disappointed with their service. Placed an order on the 10th of Feb for the 14th of Feb(Valentine’s Day), Roses were never delivered. When I call to enquiry/track my parcel, they say their servers are down, the next thing they’re no longer taking my calls. Even the 1 star rating is overrated, they don’t deserve it. Sent them an email requesting a refund, still waiting to hear from them.