Date of order: 25/1/2021 Date of expected delivery: 26/1/2021 Client Number [protected] Incident: I ordered a bouquet of flowers and a basket of wine and cheese for my boyfriend as it was the anniversary of his mum's death. Unfortunately I could not be there because I had to fly to England last minute due to my own mother being in hospital. Because of the time difference I paid extra on their delivery rates to get the 9-12 delivery so I could be awake when my partner received this. I also added additional details in the delivery notes- the buzzer number of the apartment and my partner's phone number also (my own number was also on there) 12 came and went and nothing arrived. I had my Canadian simcard in during this time to my own cost also but received no notice of late delivery, no email- nothing. I came back from a traumatic hospital visit to my mum at 1pm PST to find nothing had been delivered still. I had to initiate a conversation on the online chat, all the while holding back the tears and hoping that despite my day being terrible my partner could have a bit less of a bad day. The first chat person Jon said they would be right back yet disappeared for twenty minutes then was replaced with someone else. Therefore I had opened another chat up the meantime. The individual listened to me and said there was nothing he could do and he could not provide any eta- I explained this was an important delivery and it was already late for me when I was chatting to him. He confirmed that the order would be refunded in full. I was worried this meant that the delivery was cancelled and he maintained that I had both a full refund coming and the delivery was still on its way. I kept asking for an eta but he said he couldn't and that he couldn't get in contact with the driver. I thanked him. I left the chat open however, and tried to save it to cover my own back but it didn't download right. The chat then said that it was 'deleted' which was very very strange. I wake up the next day to find nothing had been delivered but an email stating the status of the order was 'delivered'. Now I was worried someone had taken my heartfelt note and delivery from my partner unbeknownst to him. This eventually changed later in the day to 'attempted'. All the while, no personal email from Bloomex- nothing. I sent a complaint email explaining my predicament on the 27/1. I am notified that I will receive a response within 24 hours. 24 hours go by. I send another email. 48 hours go by. I send another email. 72 hours go by. I THEN receive a brief notice telling me i need to rearrange delivery. I state clearly that had the robotic reply read my original complaint it would have known that this would be very crude and upsetting for my partner. I ask why I have only received $4.40 as a refund. I ask to speak to a manager. I THEN receive an email stating that Bloomex do not refund attempted orders. That I need to contact them myself to get a credit. I don't want their credit but even so- they can't even credit me in advance? It appears that there is no management system in place at this abhorrent company and their staff are free to lie. I spent over $133 on a sweet sympathy gift and personalised card and received $4.40 back and have received no delivery either- only non personal robotic responses to my requests. Can only provide proof of payment and email confirmation. Desired outcome: Full refund and apology from senior management