Netflorist - Not delivering orders and not processing refund

I placed an order for delivery 12 July (***). The order was never delivered, and when I queried this they apologized and said they would credit my account. I asked for a refund instead to which they obliged and said it would take 1-3 working days. Since then I have followed up twice as 3 working days has been exceeded, and to date have received no response, but got an automated email saying my ticket had been closed as it was resolved. I rep**** to the email (as advised in the email) to say it was not resolved but got no response on that either. There is also a rating service on the email which I completed and advised the ticket was not resolved but got no response on that either.