Ghastly goods delivered, appalling service and still have my.money even though goods were returned.

Firstly placed order via payflex. Order was not confirmed or delivered,so I placed another the following day, paid via EFT. This order was delivered, broken flowers,smashed,melted chocolates needless to say the birthday was missed because the first order was not confirmed despite payment being made via payflex. Countless emails later, and a second installment taken via payflex and still no refund. No response from the customer Services manager Maxine who promised a refund for the second order (smashed chocolates,broken flowers), despite me allowing them to collect these items. And payflex staff have had no joy with getting Neflorist to refund the 2 installments taken via payflex Appalled by the quality of goods delivered and in absolute disbelief with the poor service. I've been asking for a refund from 27 October and Netflorist absolutely refused ,unless I returned everything,up to the card that was included. This was done and Netflorist now has their broken flowers,melted chocolates plus my money x2!!!