Order Not Delivered

My colleague ordered flowers from them as per our bosses instruction to be delivered to one of our other Bosses whose mother had passed away. The order was placed with Graham on Thursday. I heard her placing the order and giving the credit card details and taking down the order number. She was told while on the phone that the payment had gone through and the order will be delivered. When she followed up today she was told that it was a broken order and that there was no order on the system. She asked to speak to a manager they refused to put her through to one. She eventually had to re order. I found this very shocking our company is a client of Netflorist and we have flowers delivered on a monthly basis. I found the service that we have received from Netflorist really shocking and beyond horrific. Why was she not told that the payment had not gone through when she was on the phone to Graham instead he told her it had. My Colleague has been given the absolute run around this morning. I work in customer service and if there are problems we sort it out ourselves immediately. I expect a letter of written apology to be sent to [Email Removed] and the order to be delivered asap.