Disappointing and *********** service

The service I received yesterday was highly disappointing. It's very unfortunate that the service and goods I purchased, for my moms birthday, was not delivered yesterday with very poor excuses from their side. Not to mention the incompetency of the customer service. They **** and tried to get away with answering questions by putting my mom on hold for 55min. (All recorded from our side) I would not recommend NetFlorist to make any day special. It was such a horrible experience. After several emails, with no response, I would like to find out how I get a refund? Does anyone know who I can speak to as I am being ignored? Again, I will not recommend NetFlorist