Undelivered order (order missing)

Order placed online for on the 12th of february for delivery on the 13th (as encouraged by the website instead of the 14th)

I received my order receipt as well as confirmation that the order came off my account. The order was not delivered on the 13th as promised nor will it be delivered today as when I tried to track my order using the online system there was no order to be found. only a witty message stating in simple terms that they had no idea what i was talking about.

when i called to query my order, i was placed on hold and the call later dropped. on my second call, i got an answer but was placed on hold for half an hour only to confirm what I already knew, they had no idea where my order is. I was told to forward my receipt to them and (me the customer) to call them back after half an hour.

i find this to be quite upsetting as now i assume my order (which i have already payed for) will not be delivered on time and i now have to go through the trouble of endless calls and angry mails to Netflorist about getting my money back.