Refund

Made a purchase from netflorist on the 10th of September during the payment process my cellphone falls and switches off. I mange to put it on and to my surprise I get an sms stating "money out" few minutes laters another sms money out and an email confirming my order. I call the call center the lady apologizes and says the money will be refunded within 2-3 working days it's been a week now and still no response from anyone