Terribble Service and or Response on Queries

I placed an order with Netjewel through Netflorist on the 30th of October 2015. Payment was made on the same day. When no delivery took place I queried them - according to them no payment took place and I was requested to forward a bank statement. I refused as I did forward proof of payment. Why do I need to send a bank statement if I paid using a reference number? I have placed many orders online using a reference number and never had to even send proof of payments. Needless to say I sent the proof of payment again and what happened - suddenly they did receive proof of payment. They informed me the next delivery would take place on the 16th of December 2015. To date I am still waiting - the order tracking still reflects \Order Item is being Prepared". My queries are not responded to anymore. Terrible service. """