No delivery

I ordered flowers on the 25 February for delivery for a colleague's birthday on 1 March. On the 1 March I phoned the Netflorist call center to track my order at 1.30pm. I was assured by the call centre consultant that my delivery was on track (online tracking was not possible with this order). The delivery never came through. Today, 2 March I sent an email with no response from netflorist. I tried phoning the call centre and both times I held for 10 mins without getting through to a consultant. This is now the second time net florist has failed to deliver my order on time. Order no ***