Netflorist - disappointing bad service - high prices and delivery charges but no outcomes. No customer support just standard emails

I made an order on Aug 8 as a birthday gift of fruit and flowers , macaroons and a personalised gown to be delivered for a birthday surprise gift On 13 Aug in Dbn. On 13 Aug at midday I receive an email that my personalised gift was not ready and will be delivered on the 14 Aug. This wasn’t acceptable to notify the client on the day of delivery but I accepted it. On 14 Aug as I tracked on their websit - noticed it was still in production. On 14 Aug about 5 pm- it was showing out for delivery . I made several emails on 15 Aug and it was promised to be delivered but no attempts were made. Empty promises were given to me despite me explaining that the recipient was supposed to leave for jhb on Friday . I inconvenienced him to stay extra days but nothing was delivered. I get standard apology emails but no attempts were made for refunds or delivery . This is totally unacceptable behavior as items were fully paid for on 8 Aug . Till today no reall correspondences were received . Mutiple emails were sent. Netflorist BIG DISAPPOINTMENT YET THEY CLAIM BEST SERVICE . A surprise gift ended up in a frustrating week and another long week . Disaster