Netflorist non delivery

How can a company promise same day delivery and not keep the promise. I placed an order at 8am yesterday. At 7.30pm an email was sent to tell me it was not delivere and that someone would contact me. I sent an email to which I'm still waiting g for a reply. 8am today I called to complain was told no one was home which is not true. My friend is Ill and her two daughters are with her. I was told someone would call me. 10.30 I called again. Lady told me there was no answer on the given cell number last night. I put the put the phone down and called my friend. She has NO missed calls. This is totally unacceptable. Service is disgraceful. I requested a refund and was just brushed off.