Gift to ailing person NEVER ARRIVED!

Placed an order with Netflorist and paid upfront on 23 March 2015 for same day delivery for flowers and balloon to an ailing friend at Westville Hospital. Found out on 24 March that the intended recipient NEVER received the gift. Have been trying to connect to the Netflorist call centre (which is the only available contact number for customer services) since yesterday morning, only to remain on hold for several minutes or have my calls disconnected after a few seconds! Have even emailed with no communication / contact from the Netflorist customer care division, apart from the generic automatic response acknowledging my email. Have exhausted every option of trying to contact Netflorist directly. Am HIGHLY FRUSTRATED with the service and communication and demand a FULL REFUND. Most annoying is that the intended recipient was anticipating the gift, which never arrived!!! Incredibly unreliable and unprofessional service.