First time terrible service

My first time using NetFlorist and system timed out, the money was deducted from my account. I chatted to an agent that advised me that since the system timed out, my order was placed as a pending transaction and that she has sent an email to the relevant department letting them know that the money was deducted from my account and the order should be released. When I asked if my order would still be delivered today as it was a birthday gift for my mum whose birthday is today 14/05, her response was that she is not sure. I would not have placed the order if I had known that the gift might not be delivered today.!!!!!!!!!!!! I am so frustrated