Bloomex review: Order "lost" for 3 weeks. Requested a refund (4x) as order wasn't delivered as promised

I ordered a bouquet December 14th,2023 for a family member in hospital. The order was supposed to be delivered the next day... We called on Dec 19 to find out why the order hadn't beed delivered, and were told there were issues with the courier "out of their control" but assured the flowers would be delivered. Called again December 29, as flowers still hadn't been delivered. I was once again told there were issues with the courier that were out of their control, so I requested the order be cancelled and a refund. They said to contact them in a few days to make sure the refund was handled. I emailed January 4, 2024 to request a refund again. I received a response stating that they could send upgraded flowers, could change to a basket, hold the payment on file for a later date, or process a refund. I received another email offering the same solutions, but this time it stated that the flowers had gone out as scheduled. I have not heard back and have emailed again requesting a refund. I emailed back another request a refund (for the third time).The "flowers" have since been delivered on January 7th, but they were dead, rotten, and smelly. I don't know why the delivery was completed after multiple attempts to cancel the order and process a refund. I have emailed again to both Bloomex New Zealand and Bloomex Australia and have not received a response.

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