Netflorist disappoints: birthday gift not delivered

This is now the second or even the third time they have disappointed me. I put in an order in Monday for delivery for a friend's birthday today. I kept checking the progress today and it just said order received. The gift was small but expensive by today's standards. At 2pm I sent a message on their chat (that was also an experience in it self as they close the chat if you do not respond immediately) and was told that they still putting the order together but it will be delivered before 7pm. Its now 19:15 and still no delivery for my friend who's birthday is TODAY!! and when I tried the chat again I was told it was outside their office hours. I know you can not guarantee the time the order will be delivered but gosh! I order 5 days ago and you then had time to put the order together and deliver it for a person's birthday which happens on a certain day!! My friend was alone for his birthday this was supposed to make him feel cherished.