Netflorist takes customers money but does not deliver

Hi Let me start by saying, if I could give Netflorist zero stars I would. I have been a longtime Netflorist customer but after this horrific experience and poor customer service I will no longer be using their services and will advise anyone I know to do the same. I placed an order, with delivery date for today, 8 April. This is a birthday present for someone I am not able to see due to lockdown. I placed the order, was told it was in stock, I paid and was advised all was in order. This morning, I received a sms notification to say that the delivery is on its way. At 17:00 I realised I did not hear from my friend yet and contacted Netflorist via there chat option. The service was terrible, the agent took long to reply and avoided some of my questions. IThe agent matter of factly told me that my order was cancelled due to no stock. Only after that he added an apology as a tick box exercise. I asked for a manager to call me and was advised I must email cazley@netflorist, which I have. When I asked about my refund, he advised I will get a voucher to use it when i want a delivery again. HOW? So for their mistake, I cannot get my money back? This is unacceptable. I want my refund and I want a proper apology. In this time of lockdown where we are not able to see anyone, I wanted to make someone feel special on their birthday which I was not able to do because of Netflorist. I want a resolution to this