Worst customer experience ever

I placed a Roses online order on the 4th of December. These Roses were never received by the intended recipient, but the order shows as delivered. These were supposed to be delivered on the 5th between 9-11am. I've sent emails and tried to get in touch with them through calls without success. They've been calling the intended recipient saying they will deliver in a few minutes and never did. This is the worst experience ever. I want my refund because it now defeats the purpose.