Terrible service.

I have used netflorist previously and never had a problem but on the last occasion it was the WORST experience and TERRIBLE customer service. I placed an order on the 25/03/2024 at 08:45 for same day delivery, from 12:30 it reflected that flowers were out for delivery unfortunately there was no delivery, at 16:35 I called in and spoke to an agent who advised me it's still out for delivery and poor excuses were given, around 17:10 the recipient received a call from delivery guy to say that he couldn't make it to the work address on time and can they deliver to home address, so recipient agreed but still no delivery. On the 26/03/2024 I called in multiple times to try get answers and got poor feedback and eventually realized I'm getting no joy and opted for a refund, so a "superior" advised me I will get the refund between 1-3 working days. Today is the 03/04/2024 and I'm still waiting. I use netflorist not because they are cheap, I use them because they are realible and durable but on this occasion it was the total opposite , extremely upsetting and disappointing.