Delivery fee for a non-delivery?

I have always heard how people have had bad experiences with Netflorist but decided to use it anyway. On Wednesday 26 February I placed an order for delivery to the value of R540 to be delivered on Thursday 27 February for my girlfriends birthday. The products I purchased were same day delivery products so could have been delivered on Wednesday but I chose to do the order the day before to avoid any problems. On Thursday I received an email just after 10 advising that the delivery failed and someone would contact me. I called their number after 12 as no one had contacted me and was told that the driver failed to deliver as the recipient did not answer her phone. The driver claimed to have called me but I had no missed calls and had received calls from other people throughout the day. The driver claims to have waited outside for 15 minutes and then left, I questioned why he was waiting as he had not gotten hold of the recipient and should have went into the building to enquire for the recipient as I had given a floor and block for the recipient. The security at the recipients office say no one came with a delivery looking for the recipient so I fail to understand what attempt was made to deliver. I even paid an extra fee to ensure that the delivery would happen before 13:30 as the recipient would be leaving work around 14:00.

I told the agent that I spoke to on the phone that I want a full refund and she processed the claim. I later received an email claiming Netflorist tried to contact me which again I have no missed calls on my call log or even sms from my voicemail to say that I missed a call. I was told that I would receive a refund minus the delivery fee and a 15% handling fee to which I responded that it is absurd as they did not make a genuine attempt to deliver and essentially spoiled a special occasion. I have received no response since and have even tagged them on Twitter but to no avail. I have even unsubscribed myself from their mailing list as even when I follow the links on their emails for the specials they advertise it just goes to a blank page. I will never use Netflorist again!