Terrible service from NETFLORIST

My wife ordered a gift on 23 January 2025 to be delivered on Valentine's Day 14 February 2025. I get an SMS with a tracking number and the status is that the package is out for delivery. On 14 January 2025 I get a call from the courier at 13:23 asking for my address, I tell him where I am located and he says to me he's not going to be delivering the order soon as he is not in the area now. He asks me if I'll be at the delivery address later that evening for the delivery and I tell him I will be as I live there. He says he'll call me when he is in the vicinity. The package was never delivered and received no calls from the courier, RAM couriers to be exact. I SMS the number he called from and got no response.

My wife calls NetFlorist on Saturday afternoon asking why the package was not delivered. The Netflorist call centre guy tells her that RAM couriers don't deliver over the weekend and the package will be delivered on Monday, even though the Netflorist website says that deliveries are done on Saturdays and Sundays. She tells the person at the Netflorist call centre that it is unacceptable as it was a Valentine's gift ordered well before Valentine's Day and she would like a refund. He tells her he can't process refunds over the weekend and she must contact them on Monday. Then he tells her he is being told to get off the phone as he has been busy too long with her. She asks to speak to the person telling him to get off the phone and he tells her she can't. She asks to speak with a supervisor and gets told that the supervisors are no longer there and will have to call on Monday or email enquiries but doesn't give the email address.

What nonsense is this? You can't speak to a client to resolve their problem but you take their money and fail to deliver? I want the money refunded. Please take the time to contact me for further details if it's not too much trouble to help your customers.