Goods not delivered and no refund

I ordered a gift which was meant to come with a balloon for which I paid extra, the balloon did not come with the gift and I reported this to Netflorist. They continue to ignore my request for a refund and keep telling me that they have never received the email before when I have presented proof that they acknowledged receipt on all 3 emails. This was almost one month ago and still no resolution or refund. The amount is minimal for the balloons, but that is not the point, it is the principle of it : I ordered an item, they never delivered and have still not issued an apology or a refund. Disgusting