Netflotist fail to honour a refund for their error?

Getting a refund from Netflorist is an absolute nightmare. The personalized item I ordered on Black Friday 2018 was delivered with incorrect personalization. I was given a voucher to replace the order but, despite placing my order over the phone snd with a human (I was lead to believe I was speaking to a human and not a robot!) and being charged for additional delivery costs, no one told me the item was no longer available. A few days days later someone called to advise me the selected item was not available. In fact no similar items were available. So I asked for a refund. Netflorist had the audacity to refund only the second delivery fee, saying that the purchase was made with a non-refundable voucher! A voucher that I paid for!!

Now we are in February 2019, 3 months later. A month ago, one of “Harold’s Helpers” (AKA Netflorist customer care) confirmed that I was due a refund for the original order placed on Black Friday. I am still waiting. Despite weekly follow up and queries. Today “Harold’s Helper” said I have been refunded and referred back to the refund of the delivery cost made back in December!

Is Harold’s Helper a BOT? Can Harold’s Helper not read the email trail that refers back to the amount due back to me? It’s only R260, but I have not even received an apology or any empathy. If I ran Netflorist, I’d give back the money AND add a massive voucher for the incredible inconvenience. It might have bought some goodwill back, but the treatment I’ve teceived is unacceptable!