So disappoint

So my girlfriend bought a gift for me on the 8th of feb for it to be delivered on the 11th before valentines day. Netflorist confirmed the order and confirmed that they have received the payment. The order was not delivered, they took ages to response via email,then they kept sending automated emails asking for proof of payment. Calling the call centre is a waste of time. Firstly that auto answering dude is so freaking irritating and you hold forever. Ruined my valentines day. The following week was told that the order was lost and not traceable. Asked for a refund and till now, I haven't received my gift and my gf haven't yet got her refund back. Netflorist till this moment haven't yet bothered to said a thing. We are very upset.The least netflorist can do is to apologize and just refund if they fail to supply the goods or services, period. Seriously, it's nearly a month now and you just pretend nothing ever happened ?. Someone's hard earn money down the drain just like that ?.