No Gift, No Refund, No Response

I received an e-mail on the 21st November informing me that there was no stock of an item I had ordered. The e-mail came from Ayanda. I responded mentioning how disappointed I was as I need the delivery for that day to celebrate a special occasion. I requested a refund. I responded immediately and then again on the 23rd November. I have not received a response or a refund. This is poor customer service from Netflorist. I am a regular customer and this is just disappointing.