Horrible experience!

My husband ordered flowers to be delivered on Valentine’s Day; I phoned a week beforehand to confirm the address and was unable to reach anyone for over four days. Left countless voice mails, sent numerous emails which were never replied to. Finally got a hold of someone a few days before Valentine's Day, took her about 10 minutes to find my order, said the ordering system was complicated and that they were flooded with orders. Confirmed the delivery address with her. Valentine's Day rolls around and no flowers! Called on Feb. 15 to find out what happened and once again had to deal with the answering machine. Once again left numerous voice mails, sent emails none of which were answered. My husband finally got a hold of someone, a very rude woman with a heavy accent who basically told him he was lying, that no such order existed (it turns out they had provided us with someone else’s order number!!). When he asked to speak to the manager, she told him he was to busy to speak to him; my husband offered to wait on the phone and she told him it would be a two-hour wait…fantastic customer service! We certainly understand that Valentine's Day is an extremely busy day for florists and that errors will happen but having to deal with this excessively rude woman was the final straw. We called again on Feb. 15 to obtain a refund (once again it took 10 minutes to find our file) and were assured it would be processed that day. We were also told someone would call to confirm the refund was issued; yet again no call. Refunds take about 3 days to process. It is now the 22nd and still no refund. Yet again my husband had to waste his time calling them from overseas to find out what had happened to the refund, sure enough they didn’t know where it was. We received a call this afternoon indicating that the refund was being processed today. We will wait another week and if it doesn’t appear on our statement, we will be filing a complaint with the Better Business Bureau. Stay away from Rideau Florist