Credit Balance

I know Netflorist to be a good company however after the service I received I'm reluctant to ever order from it again. I have emailed several times but I did not receive assistance. Basically netflorist made me pay for the same order twice. They have this thing of buying R200 credits for R100 after you checkout. I did that and the order I received was not what I ordered, it was incomplete. So they "refunded" me and then charged me again for that same order and used up even those credits I purchased. When I contact them they told me I used up the credits for 'another order' and yet I did not redeem those credits. It's quite frustrating that I paid twice for one order and I have been emailing and not receiving appropriate responses.