Extremely poor service - still waiting for refund!

On 9 December I placed an online order at Netflorist for perfume to be delivered to my office as a gift. The order was supposed to have been delivered on 11 December 2014. No delivery on 11 December , phoned and operater told me that according to them it will still be sent I asked to them to follow up with the Netperfume \section"and phone me back on the same day"