Bereaved Family Bouquet not delivered

I ordered a bouquet of flowers for a bereaved family on 22 December 2020. I got a pop response that they will deliver the flowers on 24 December 2020 in the area I had chosen. I paid with e-bucks and payment went through on my account. I learnt in Jan 2021 that the flowers were never received and I checked with Netflorist they cited loss of payment and that my order was ''lost'' on the system. They asked me to send a proof of payment and I did to send to Jordan. I have not received any feedback to date, my e-mails are not being answered. This is not the first time this has happened and I am so sad that Netflorist's service has become so poor. I wish to send another bereaved friend flowers today but now I don't know if it's safe to use Netflorist. Can someone please respond to me. I would really appreciate it.