Service is so bad it is ridiculous!

I placed an order with Netflorist on 16 July. I was notified the next day that they could not fulfil my order. I asked that a refund be processed and the customer service agent confirmed that the refund will be processed between 5-7 business days. On 27 July, I called to ask when I can expect the refund to reflect. The call centre agent confirmed that no refund was processed for my order. I then received a confirmation on 2 August that the refund has indeed been processed and will reflect within 72 hours. To this day, the funds have not entered my bank account. It has been two weeks of emails and calls. The agents keep promising me a proof of refund from the accounts department. In two weeks they could not provide a proof of refund. Why? Ridiculously horrible service. No one willing to follow up if the correct banking details were used. Every agent just saying the refund was processed from their side with shrugged shoulders. I am very unhappy.