unreliable service

In the last mouth i placed two orders at netflorist the first order was delivered 5 days late and was not what i paid for. The second order was place 7 days before delivery date and was not delivered after i call 3 times . I told them there are 2 options i want to be refund today because if i place a order i must pay upfront so i don't want to wait for my money or netflorist can phone the person and find out were in South Africa she is and deliver the flowers to her today. The order was for mother-day and i know she wont be at home thats why i place the order for delivery for the 4 th off May