Mother's Day fail, still awaiting my refund

I made an online order for Mother's day flowers to be delivered on the day. The address was very clearly indicated and with a google search would direct the driver there. The delivery was to be made BEFORE 1pm on Mother's Day. at 2:40pm I received a call that the river was lost. Not only was he late but he argued with me on the address. The call centre agent also on the line did the same while I became more and more irate. The 2 then proceeded to speak in there own language like I wasn't there. The flowers never arrived. I logged a complaint the next day and eventually got a reply over a week later. I was asked for my "6 digit number" and after a few mails it was clarified what number this referred to. Then nothing and after numerous e-mail I received reply with the excuse of an e-mail backlog. It is now mid-June and I still have not received my refund. Nor have I received a response in 2 weeks. This is now over 5 weeks later.