No delivery on agreed date, then NetFlorist proceeds to congratulate themselves

I paid for a delivery on the 11th of December for an important occasion in a close friend's life. I was told on the morning of the 11th that my delivery would be delayed because NetFlorist forgot to put it on the plane. Instead of making amends, they proceeded to congratulate themselves on how 'commendable' their service is, claiming that the area is far out (The area is the Southern Suburbs, one of the most populated areas in South Africa).

I asked for a refund on delivery. No response. It is now the 12th and I have received no feedback on whether the order will be delivered or not. Horrific service. If you need something delivered on time and it is important, consider using someone else.

This is e-mail I received from Customer Service:

"Dear valued Customer We are pleased to have received your order for delivery and we thank you for your interest in our product. We boast the country's most sought out floral and gifting company as we deliver nationwide and internationally and it is truly commendable that we can have bookings as far out as your area. It is with great regret that we have to inform you that your order was unfortunately left behind and will not be able to make delivery today as scheduled. We truly apologize for this inconvenience. The order will be expedited on top priority basis on the 12th of December ."