Poor awful quality of flowers

I have used Netflorist for a few years now to order birthday flowers and chocolates. This year, the experience was awful. I received flowers of which I paid R839 and they were in very terrible state, they were not worth the amount. I informed Netflorist to come collect their flowers and I want my full refund to be paid back via Facebook. They agreed and said they will refund the money in a max of 3 working days, it was been 9 days now and no payment has been received. Their quality of goods has dropped and I don't foresee myself using their services anymore!!!