CLIENT WANTS REFUND FROM NETFLORIST

HELP required urgently. Does anyone have an idea of how to get a refund from NETFLORIST?? Order ********** 95 has never been delivered. The order was placed on the 8th of February 2019. We are 11 days later. I have spoken to many consultants (4 in total on ***) and even asked for a supervisor today . I have the dates, times and names recorded. The supervisor,Monique, was not at her desk when I made the last call. I left a message asking them to please call back before 5.30 pm today to resolve this matter. This is there closing time. This call and message was left at approx 2 pm today. No response at all to date. Please could this money be refunded, due to the unsuccessful lack of delivery of the product in a reasonable time period. It is not wanted anymore. How do we go about getting the refund ??? #SERIOUSLY UNSATISFIED CUSTOMERS