Still waiting for refund 3 months later

I ordered flowers from Netflorist to be delivered for a very special occasion in Capetown at beginning of November. It was only after enquiring with the friend that I found out she had never received the delivery, which kind of spoiled the surprise... After following up via email and phone with Netflorist they couldn't explain to me why the delivery never happened. I advised them to please give me a refund. After having to send my proof of payment about 5 times and following up via email and phone several times I still have not received my refund. I am emailing daily. Very frustrating.