Bad Customer Service and Poor Website

On 25.02.19 I tried to order a birthday gift on-line consisting of a plant, chocolates plus balloon with Netflorist. The website response was slow and kept bombing out, eventually after an hour I only managed to create a profile. I have never experienced problems with any other websites previously. Tried again on 26.02.19, once again website response was poor and kept bombing out, after an hour and 30 min. I managed to place the order, proceeded to check-out the items and pay using Zapper. Payment was successfully done and I received proof of payment via Zapper to my gmail account as well as a sms on my cellphone from my bank reflecting the payment. Just as the payment process was completed on the Netflorist website, it bombed out once again and I never received a confirmation order number, also there were no items reflecting in my basket, as if I had never ordered anything. Shortly after this I received an automated e-mail from Netflorist saying that I should not abort even though I had not completed my order. According to me and the process I followed on-line together with proof of payment, I had completed my order. This was followed by yet another automated e-mail from Netflorist offering a free delivery voucher that had to be used within 2 hours, showing the plant I had ordered and prompting me to check-out. Realising that there was a problem I promptly sent an e-mail on the same day, 26.02.19, to orders at Netflorist with proof of payment via Zapper attached explaining that I had placed an order and received no confirmation of the order or payment. I received an automated response to this e-mail to the effect that my query had been received and that Netflorist would respond within 9 working days. On 27.02.19 I phoned Netflorist and spoke to Aldeveraux who said that he would follow-up on my query with the orders department although he was sure that they would respond to my e-mail shortly. He asked me if I would prefer him to follow-up with the orders dept. or if I was prepared to wait for their response. I told him that I would prefer if he, Aldeveraux, would follow-up and get back to me. He confirmed that he would and asked me to forward my e-mail I had sent to the orders dept. with proof of Zapper payment attached, which I promptly did. No response was received. I again e-mailed Aldeveraux on 27.02.19 and twice on 28.02.19 asking for a response to my query, giving details of the items I had ordered, when I wanted them delivered, what the message should read and the delivery address, also letting him know that I had tried to make contact with Ryan Bacher, Managing Director of Netflorist, via LinkedIn to express my disappointment at the complete lack of client care, to which I also received no response. To date I have received no responses to any of my e-mails. The items were never delivered and I have never been reimbursed for the amount spent. Taking someone’s money for an item which has been purchased and not receiving the goods is bad customer service and could be *******.