Poor service and no delivery

I placed my Mothers day order on Friday morning to be delivered on Friday (Same day delivery as per your website) I received an mail saying the delivery had taken place on Friday at 15:33pm and that my Mother in-law had signed for the package. When i called to find out they confirmed nothing had been received ,. On Saturday i called your callcentre and queried this and nobody had a clue what was going on, I was told I would be called back to advise what has happened, after an hour and a half still nobody had called me back. I then called the center again, waited 15 min got put on hold and then got cut off and had to call back again and put on hold for another 5 min to speak to an Manager who then confirmed the package had still not been delivered at 2pm on the Saturday. The package needed to be delivered on the Friday because they were flyiing out on Saturday afternoon to go on Holiday!!!! I am so disappointed in the service and can honestly say i will never touch Netflorist again, this was my first time making use of your service and it was not an pleasant experience. After trying to get hold of your manager this morning again, i would like an refund ASAP.