Netflorist - Non delivery on due date

I have been a long time user of Netflorist, but have been let down by them. It was my wife's birthday last Thursday and I had ordered and paid for her plant 10 days prior to this using my eBucks. Unfortunately it was not delivered. I phoned and complained on the morning of the next day at about 08:05 and I demanded that they at least be delivered that day (Surely not a problem for a company that advertise's same day delivery). The lady who helped me did not express any apologetic feelings and if she did say she was sorry I do not remember it. It was a technical error or something she said and said that I needed to have sent proof of payment , as if to say it was my fault...... Even though I had received confirmation of the order and a receipt (which implies that they had received payment). Keeping in mind that never before had I needed to do this (as recently as Valentines day and the last three years of my wife's birthday and anniversary gifts). It was clearly just a case of not accepting responsibility that Netflorist had messed up and trying to make out as if it was my mistake. Did I receive an email apologising for this? NO, but today 4 days after the birthday does my wife receive the plant that I ordered as if nothing is wrong. I am dissatisfied with your service Netflorist, but even more so I am unhappy that you did not acknowledge that you had made a mistake..... I don't want your delivery of 4 days late. I want a refund and an apology.......... Ignoring the problem does not make it go away.