Worst service ever

My daughter, Marli Buckridge, ordered a Happy Birthday Bear Gift on 19/11/2015 for her grandfather's 93rd birthday on 22/11/2015. On the invoice the delivery date was given as 20/11/2015. I phoned twice on 20/11/2015 to be told that the system was off, but they will contact me. Saturday I called again 12:10 to hear they only work till 12. I tracked the package on the internet, and it was enroute for delivery, as it still was on Sunday. I phoned again this morning and cancelled the order and requested a total refund. My daughter lives in England and because she could not attend her grandfathers birthday, she planned a basket that will have a special meaning for all present. What a terrible disappointment for her. This poor service needs to be addressed.