no flowers on valentine's day

I have been a loyal customer of NetFlorist since 2013. I ordered flowers to be delivered to my wife for Valentine's day (as per usual) and used NetFlorist as I trust them and I have never been disappointed by them in the past and the flowers and gifts often exceed expectation.

Valentine's day 2018 went terribly wrong when my order never reached my wife. She arrived home just before 7pm on Valentine's day and never received the gift. The tracking number for order ********** 25 shows that delivery was made to my wife at 19:59 on 14/02/2018. This obviously did not happen as she was home and we double checked if someone signed for the gift on her behalf, no one at her business signed for any flowers. So, I emailed NetFlorist that same night (Wednesday) and got an automatic response that I will be contacted. Nothing happened, I then emailed them again the next day (Thursday) and still no response, except the same automatic response of they will contact me blahblahblah.... I then phoned the call center on Friday morning and spend 30 minutes on the phone and no answers still. The gentleman helping only said he was trying to find out what happened but that he could not assist with a refund. I asked to please be contacted by a manager and 2 hours later...nothing. Hence, I am now writing this review...

This may unfortunately be the last time I make use of NetFlorist unless they can come to the party and give me a refund soon, it is a real pity as I really liked them....