Bird's Florist in Washington, District of Columbia

I ordered flowers from Bird's Florist totalling $80.98, (which included delivery charge) to be delivered to my friend on Valentine's Day. I specified that my friend got off at 3:00 in the afternoon and to please try to have them delivered in the morning. I also included my friend's office number in case it was difficult finding her since she works in a hospital. My friend didn't call or text me to say she received the flowers, so around 2:00 I called the florist to see if they were delivered. Bill, the clerk that I was dealing with said he would look into it and contact his driver and call me back. I never got a call back. When my friend got home, I asked her if she ever received her Valentine's flowers. She said no. Bill never bothered to call me back. Not even on the following day, the 15th. I called Bill in the morning asking what happend? He never bothered to say he was sorry for not calling me back. He said he was going to have the flowers delivered that day. Too late! I don't want my friend getting Valentine's Day flowers the next day! That could be embarrassing to her! I asked if the driver couldn't find her because I said I had included the phone number. Bill said that the vase broke. Here's the thing: I am a very understanding person. Accidents happen. Mistakes are made. We live in an imperfect world. But what I find disrespectful and very poor customer service, is not to bother to even call me to tell me about the issue. The words "I'm sorry" are very magical words to me. Bill never bothered to say "I'm sorry." Not once. I asked Bill to refund my credit card the $80.98. Every day I would check to see that the $80.98 was refunded. I understand it takes some business days for the refund to go through, but on the 22nd, Bill had still not refunded my card, and I called him. He said that the refund should be there on Friday, the 24th. On Friday the refund was still not on my card. I called to tell Bill the refund was not there, and he said it "should be there on Monday", (the 27th). It was still not refunded by Monday. A representative from my credit card told me there was no refund in process. I started to get the feeling that Bill was not going to refund me the money. I already didn't trust his character since he never even bothered to call me to tell me that the vase broke nor even bother to apologize to me about it. By February 28, Bill had still not credited my card. I decided to dispute the charge wih my credit card. Valentine's Day is supposed to be a beautiful day of sweetness and love, and Bird's Florist caused me anxiety, anguish, and a lot of hassle. I want others to know so that they may not go through the anguish that I did with Bird's Florist.