My order has not been delivered - it’s been over 1 month

I placed an order on the Netflorist website on the 30 July 2023, I didn’t receive an order receipt but the payment was made from my account. So I called the next day to find out what’s going on with my order since I payed. I was told that they need to speak to the finance department regarding this matter so that they can start working on my order. They told me that they’d get back to me and give me an update. No one updated me, so I called again the next day, they told me the same thing. They said that they spoke to that department and are still waiting to hear back, I was told that I’d receive an update but didn’t. For the next upcoming days I didn’t hear back so I called a couple more times, they told me that they can see that I did pay indeed but didn’t tell me when they would send my order. I told them that the day has passed that I wanted the order to arrive since it was a birthday gift for my sister and they told me that they’d escalate the matter to try and assist me quickly. I was told by the lady that was assisting me that she would call me back but she never did. It’s been over a month and I haven’t heard from Netflorist. I done all that they asked me, I sent them the proof of payment long ago but no one has assisted me. All that I want is a refund really, I called today and was speaking to an agent and told him about my situation. We were speaking fine but then he hung up mid conversation, I don’t know what I’m supposed to do now. What has been the most upsetting thing about this whole situation is the lack of communication on their end, I haven’t received any updates from them or communication. I’ve been the one reaching out to try and get my order delivered.