Netflorist poor service

I recently ordered a birthday package for my best friend which consisted of a personalized water bottle, chocolates and a balloon on the 8th of March 2023. the order was delivered incomplete on the 9th of March 2023, The balloon was never delivered, and she was not aware of what I have ordered, when she called the delivery guy he said they were out of stock but this was never communicated to me as I am the one who ordered the gift, delivery guy said they will refund me. I waited for 48hours and called call centre where I spoke to a Rethabile who gave me a stinking attitude saying why am I only calling now after so many days? this is after I had attempted to chat online and waited for more than 30 minutes for a response on the 13th of March 2023. The call was made on the 14th of March 2023 so how was I not supposed not to believe the delivery guy that the money will be refunded?