Worst customer service

This is my second time that netflorist has disappointed. I don't work in south Africa but my family lives there and I come home school holidays . I ordered valentines Gifts for my 4 kids and grandson. It was not delivered as promised. When contacting Netflorist on the 16, they informed me they will refund the money. I have send emails upon emails and only 1 response thus far saying that the accounts is handling it. But to this date no refund has been made to me. When I called them this morning I was informed that I can't speak to a manager that only customer service Agent to assist me. Being in the hospitality industry and knowing all about customer service, Netflorist has the worst customer service delivery.