been waiting for a refund for 3 months

I ordered my mom a bracelet for Christmas, she wore it for a week it then started changing colour i returned the bracelet and they said they would refund the money<br> In Feb i had to phone and find out what is happening as Thato never responded to my emails<br> After numerous calls i received an email on the 09/03/2015 saying my refund would be processed in 5-10 working days<br> it is now the 31/03/2015 and no refund<br> I also see they are not refunding the delivery fee!<br> I would expect the full money back as it was a gift that now needs to be replaced!<br> I use Netflorist often but now dont trust them!<br> i have now been holding on for 10 Minutes and no one has picked up the phone! SHOCKING SERVICE