Valentine's day drama

I am extremely disappointed at the unproffesional way netflorist staff have dealt with me. I placed an order online for valentine's day on 11.02.2019. When I collected my girlfriend at 18H00 on 14.02.2019, i find out that my order had not arrived and was only advised of delays after I sent an email querying this. I then cancelled the order and was told that I would be refunded within 3-10 working days. 10 working days later and I have not been refunded so again, I had to call to find out what was the delay. I spoke to Nazeer who was not polite at all and put me on hold for 5 minutes to speak to his manager, Warren ****son, who told Nazeer to tell me that I need to send him an email and he will get back to me tomorrow and apparently left work because I couldn't speak to him when I requested that. Not only has Netflorist shown incompetence when it comes to delivering an order but also a simple refund is becoming too complex as well and the customer service has reached a new low!