Queries Repeatly ignored

I placed two separate orders for flowers online with Netflorist. The money came off my account immediately however, 4 days later, only 1 of the orders have been processed. Turns out they had a system error on their side and now have no evidence that I paid. I have called them 5 times and keep getting promised they are sorting it out and that a manager will phone me but nothing happens. Their managers are always apparently in 'meetings' and they refuse to put you through to the accounts department. Absolutely pathetic! Their system issues now become their customers problems.