No response from NetFlorist

I ordered a bouquet of flowers worth R494.90 to be delivered to my friend who was returning home after a 3 month visit to Australia. She lives in Port Alfred. I have always been a happy & loyal customer of NetFlorist & have used their internet service often. This time however, I have not been able to reach them by phone when the delivery did not happen, and they have ignored my written query. I am now reluctant to use their service ever again as there has just been no response from them. The voice you hear when you phone is difficult to understand & I have had to hold on for too long, as I use my cell phone to contact them, so I eventually gave up & sent an email, but still no response, despite an automated reply which states that all queries are handled within 12 hours. This is more than 10 days ago.....