Flora Queen took my Money but my Wife still doesn't have her Flowers.

I ordered some flowers from Flora Queen for delivery to my wife on her birthday. The flowers did not arrive and I am still awaiting delivery. This was on the 2nd of December. On the day of delivery I did receive two missed calls from Flora Queen's number. But when I called back there was nothing but an answering service message in Spanish and no option to get an English equivalent. I raised a call on their website and they sent me an email asking for a French number I supplied (I'd used my UK number originally). No one called. My wife's birthday came and went no flowers. Which is very disappointing, but we thought maybe they would come tomorrow. Nothing. It's no the 14th of December but still no Flowers. I have requested a refund several times but to no avail. Flora Queen could have given me the Florist number so I could contact them directly but they didn't. They could have provided an English speaking representative to discuss the situation but they didn't, despite being happy to take the order in English. No they unresponsive despite having taken my money without providing the service paid for.