Pathetic customer service

I have been using NetFlorist for years and over the years I have overlooked several shortcomings. However this time is a downright insult to loyal customers. I tried to make an order online and for some reason the order was not processed, however the payment was taken off my card (25 July) . I noticed the transaction was pending on my account so assumed it would be an automatic reversal as the order wasn't processed. So I went ahead and placed another order and made payment. I did send an email to them informing them of such and was sent a reply that the matter was resolved . After this to my surprise I found the first payment processed on the 29th of July . Since then I've been emailing them and was promised a refund , this was 3 weeks ago . Today I was promised proof of a refund that was manually made , but I am still waiting . NetFlorist doesn't seem to take their customers seriously, they are slow to reply , if they reply at all ! Maybe they believe if they ignore you long enough or let enough time lapse , you will just drop the issue. Pathetic customers service.