Netflorist shame

I received absolute terrible service from Netflorist! On Wednesday, 25 April 2018 I ordered and paid for a Snack Box to be delivered to my mom in hospital in Bloemfontein. When it was not delivered by Friday, I started phoning the call centre but the phones were only answered on Monday! I realise that it was a weekend with a lot of public holidays but what is the use of having a 24 hour customer service line. My e-mail with the query / complaint remained unanswered and I only received a response on Monday.

So when I finally spoke to someone on the phone on Monday I was told that an attempt was made to deliver on Thursday, 26th but they were unsuccessful. How is this possible and why was I not advised telephonically. As my mom was discharged on Saturday I tried to change the delivery address but was told it would then only be delivered on Thursday, 3 May 2018. As such I cancelled the order. And I am still waiting on my refund.....really unpleasant and embarrassing.