Valentine's Day delivery Poor service

I ordered a Valentine's day gift on the 9 February to be delivered on the 14th February for Valentine's day. The gift is perishable (brownies) and can go stale.

I received confirmation that the order was out for delivery on the 14th, however, it was not delivered and this was not communicated to me.

I attempted tot get hold of Netflorist the next day - only to receive an automated mail that they will get back to me within 9 hours. I find this very impersonal. I attempted to call but could not get through.

The gift has still not been delivered (end of Thursday 15 February) and I have not received any reason as to why.

I feel as this is poor customer service, and expect a reason with regards to the non-delivery.