Netflorist has NO Customer Service - And nobody Replies to e-Mails

I ordered sympathy flowers online to be delivered to a retirement village in Magaliesberg. The online system accepted the address and order, saying the delivery would take place the following day. I paid in part with my credit card and in part with a voucher which I exchanged Discovery Miles for. The next day I got a message from Netflorist saying that they were unable to deliver to that area, as they have no florists in the area. I was offered either a refund, or delivery of a hamper instead. I phoned them and cancelled the order, requesting a refund in full, and the lady at their call centre expressed her amazement that the system had accepted the order when they don't deliver flowers to that area. She said they don't refund vouchers and I could get a Netflorist voucher in exchange for the voucher I had used as part payment. I told her in no uncertain terms that I would NEVER use Netflorist again, as every time I deal with them, there is a problem. I used the voucher in good faith and it is not my fault that their system accepted the order. I said I wanted a full refund, and not a voucher in return, as I would never use it. She said the refund would take a few days. I phoned them again 5 days later to query why I had not received a refund, and was told I had never requested a refund!! I cannot understand how a company like Netflorist, which spends a fortune on advertising, can have such pathetic and shoddy customer service. I had to request the refund AGAIN, and requested that they listen to their recorded telephone conversations to hear that I had requested a refund 5 days previously. I have been waiting an inordinate amount of time for the refund. Today I finally got a refund for the credit card portion of the payment, but not for the voucher, despite 2 messages that I have sent to Netflorist, copied to Mr Bacher and Mr Hackner, the owner and CEO of Netflorist. I have not had the courtesy of a reply from any of these people, and find their service and their work ethic shocking. I will most certainly never deal with Netflorist ever again. If even the Owner and CEO of Netflorist won't reply to an unsatisfied customer to try to resolve a problem, what hope is there for the call centre operators to resolve problems? Clearly their online ordering system is at fault, and why should the customer lose out on Discovery Miles because their system does not function properly? Very dissatisfied and very unhappy with Netflorist.