No service, no response and no refund

It is our boss' birthday and we all clubbed together to buy her something special. I placed the order on NetFlorist's website on Monday morning 27 July 2020 at 10:26. I received confirmation that part of the order was delivered on Friday, 31 July 2020 (the chosen delivery and birthday date) at 10:00. On Friday afternoon at 16:15 I received a very generically worded e-mail that the remainder of the order cannot be fulfilled. Really NetFlorist? You cannot give me a call earlier in the week to tell me that? You wait until there is nothing more that can be done then you e-mail me?!! I responded saying that I want my money back for that part of the order but have had NO response at all! No e-mail or phone call to ask what the banking details are for the refund. I get that things are more difficult during the lockdown but did you really only find out that you cannot deliver the personalised component of the gift by Friday afternoon?