Order not delivered

I ordered a perfume,xoxo teddy and chocolates. I put a note that I team 2 should be delivered together with item 1 and on the 22nd I called several times to ask if these 2 items will be delivered together and i was told yes by zunaid and akhona, just few minutes later I received an email from diego asking me to send my I.D and the front and the back of my credit card ? ... Then i call again i spoke to akhona she told me the payment is reflecting so there is no need the order will be delivered only to find out only item 2 were delivered and item 1 not delivered. Now when i call again dudu answered the phone she told me she will check with the perfume department she never get back to me.. After 30 minutes i call again Ntombi answer the phone and she told me the bank declined my payment for item 1 to my surprise how did the bank declined payment of item 1 because i made a full payment not separated? And the money went through and when i tell her refund my money she said i must first reply diego's email then they can refund, so if bank declined what are they refunding? I will never ever buy anything at netflorist and will never advise anyone to buy there... i need my refund thats all