NetFlorist Refund - No Delivery

I placed an order for Valentine's day on the 17th of January 2019. My order was not delivered in time and therefore i requested a refund on the 15th of February from NetFlorist Customer Care. To date I have not received my money and no one from Net Florist is willing to assist me. Having been a customer for many years with NetFlorist I am disappointed with the treatment I have received and feel that since the delivery was not received, it is only fair that I am refunded. NetFlorist has not even offered me a credit on my account or apologized. Why should I be a debt collector for my own money?