No Delivery and told items were delivered 5 days ago and no response!

I am very disappointed with the service I received from netflorist! I was emailed that items were delivered to the recipient on Friday the 15th of February, I emailed to notify them that the gift was not delivered and requested proof of receipt. To date I have had no response via email. I contacted them yesterday the 18th of February to be told that no delivery was made and they would ensure the delivery was done today, once again this has not been delivered. In my opinion this is theft! Are you just hoping people will not query if a delivery was made or not? I want a full refund as I have contacted them numerous times with no joy! Never again will I use this company to surprise anyone cos clearly they hoping you think your recipient has no manners to say thank you so they can just keep your money and say the items were delivered!