Terrible service - dont use netflorist

I ordered flowers for my sister on her birthday. She live 200kms away and I thought it would surprise her as she is away from home. The flowers received were not what I ordered, and when I called Netflorist Nico, the agent that said that they would refund me. I then went ahead and ordered another arrangement for her. Three weeks later and numerous emails and still no refund. I called the callcentre this morning only to find out that my refund was not even submitted! So I requested to speak to someone senior but the agent had me holding for 45 minutes and could not find someone who i could talk to. Netflorist you're agents suck