Wost anniversary ever

What should have been a special occasion turned out to be a disaster. Our wedding anniversary 27 August. I decided to surprise my wife with flowers and a gift at the office. I placed my order over the phone as your app didnt work properly. Tuli helped at your Pretoria Branch and gave me great service she was going the extra mile to make me happy. The next day(27th August) "the big day" i waited for the call from my surprised wife. At 13h00 I phoned and asked if she received anything. This spoiled the surprise but at least she knew she now had to wait for something. At 14h00 i phoned nf and was told the driver is on route and has some stops before mine but he will make it. At 15h00 i got the same message. At 16h00 no one to help same at 17h00 please send a email. The order never got delivered. And today 28 August no one can help me. Refunds are seemingly out of the question as as soon if you talk about it the say hold for the correct person and that i must now it will cost money to get a refund.