Ruined birthday gift

I ordered a birthday gift on the 22 feb for delivery on 26 feb. the item was not delivered, nor was I called or the person receiving the gift called to inform us about the delivery. called the call centre this morning, the consultant did not bother to ask further questions, apologise or have any concern that the item was not delivered. He just simply said \ok we will refund your money\". I am highly irritated as this was a surprise crown birthday gift. I am a frequent costumer however after the call this morning I will NEVER support Netflorist again. "