Shocked by poor service!

Ordered flowers on 9 Feb for 10 Feb. By 4pm no delivery. Called Netflorist and was told they can't get hold of florist and I would be called back. After 5pm no call back, called again. Was told that florist was now out on delivery. Called on morning of 11 Feb as there had been no delivery, was on call for 20 min, told florist does not deliver in that area. Asked to speak to supervisor, she was going to a meeting and could not speak to me. After insisting she had contradictory info to the person I had just spoken to. I asked for a delivery refund and a box of chocolates for the recipient and I was told I could only have one of the two. I am appalled by the service.