NetFlorist ruined my hubby's bday surprise

I ordered chocolates, a balloon and a bottle of champagne to be delivered to my husband on his bday on 24 Dec. I ordered telephonically. This is a difficult time for my family. Because my father is sick, I was in Pietermaritzburg taking care of him and couldn't be with my husband on his bday. I was hoping NetFlorist would still help me to make it a special day for him. So on his bday when my husband called in the morning to thank me for the chocolates I casually asked if he received his champagne? To my surprise he said NO. Now the surprise was ruined but we still followed up and instead of delivering the rest of the items that afternoon as was promised they delivered a second box of chocolates - no champagne, no balloon! Today is 28 Dec, 4 days later, I am now back at home with my husband, no word from Netflorist. And I paid for all the items upfront. When we call the call center