Customer care - issue with non chalant attitude to delivery of damaged goods and failure to reimburse within the give time frame.

I ordered a cake for my anniversary on the 24 October, making use of vouchers I had earned. The delivery date for the item was supposed to be 11 November. I received a msg early morning to confirm that the package would be delivered on the same day between 7am and 8pm. I never received the package and no update either from NetFlorist on issues that prevented delivery. I tried calling but no answer on Saturday the 12th even though the call centre is open till 12am. I received the parcel around 11am or so, dripping wet and the box was damaged. The driver wanted us to sign and I refused as the package was not in a good state, this was an anniversary cake for a function I had on the 11th. With no cake, I had to make alternative arrangements. I then logged msgs on Facebook messenger regarding this complaint. I received another whatsapp on Monday morning to deliver the same item. I refused the delivery and contacted NetFlorist for a refund. They said the refund would take 1-3 days. I am still waiting as I had to send them my bank details as the automatic refund system was giving an error. to this date, 01 Dec I have not received my refund. I am so upset by this; first as my anniversary was spoilt and then my refund has not been done, however on NetFlorist side it says approved and processed since 15 November. I cannot get hold of any management to resolve my issue. No calls or follow ups from their side, no explanation has been given, this is unacceptable!