First and last

My first time using this site and unfortunately will also be my last. I placed a customised gift order for my wife for Valentine's day on 9 February 2025. When checking out, the site said payment failed but when I logged into my banking app the payment went off. I immediately sent Netflorist an email to which they haven responded til this day. The following morning on 10 February 2025 I sent a WhatsApp enquiry and was told that everything is fine with my order and that they could link it to my email address. I asked for an order reference and was told that they can't give me one until the order was issued out, but they will send it to me as soon as it was done. That also didn't happen. On Friday 14 February I again enquired about my order via WhatsApp and this time I was told that my order doesn't exist and they can't find anything linked to my credentials, but it will be escalated and feedback will be given. Today a week has passed and there's still been no feedback. Fortunately my bank reversed the transaction during the week, as I needed to spend this money to buy my wife a gift from a reliable and trustworthy company, unlike Netflorist. I have been working away from home for close to 2 months and wanted to surprise my wife with something special, but unfortunately the occasion was ruined by Netflorist. It could have all been avoided if I was given the correct information in the first instance and if I was told to place a new order and that the duplicate payment will be refunded should they receive it, but no. Rather deceive the customer and lose out on a sale.