WORST SERVICE EVER!! *****S

Worst experience ever! Placed an order to deliver the 16th, Dates confirmed when ordered available for delivery the 16th, On the 16th I checked the status and the order now being delivered the 21st. My anniversary gift has been *****ed up completely, I then tried to phone with no answer, I had a chat online to an agent and said they must cancel the order, I was then advised I will lose 50% cash back on each item as its personalized, So due to them not being able to deliver and the gifts are now useless I am losing money as well, I told the agent whatever just cancel and refund my money as I will have to make a new plan to buy her something somewhere else. I have yet to receive my refund and the system shows the items are still to be delivered tomorrow! ***!! I have sent mails with no response, Tried to use the online chat but its offline, I've tried to phone net-florist with no answer. HOW AM I GOING TO GET MY MONEY BACK?????