Poor Service Delivery ***

I ordered some flower to be delivered to my girlfriend on Valentines day with a special note. When the day came and I didnt hear from her, I proceeded to call the service centre to be told that delivery would be taking place on the 25th Feb. The Monday straight afterwards (16 Feb) I phoned again to not only cancel my order but request a refund. A week later I called again (23 Feb) only to find out that no cancellation was made and no refund processed. I phoned a week later after that to be told that a refund has been requested in my account but no money had come through and that it would take 7 working day from the 23rd Feb. I phoned again a week later being today because no money had money had come through to be told that it would now be Friday. This is unacceptable as my valentines day was nearly ruined and I now want to know where my money is and why its taking so long.