Shocking and disappointing service and follow up

What incredibly poor service! I placed an order on 2nd October for delivery on 3rd October for my mother's 90th birthday. After having spoken to her, and her not mentioning receipt of the flowers, I have followed up FOUR times and still no satisfactory answer, only "we can't get hold of the florist that we gave the order to". I have now asked for a refund. Let's see how fast they action that!