New Owner Poor Service

I was extremely disappointed with a pre-ordered bouquet which was to be the centre piece for a company anniversary luncheon. The owner consented to the return of the centrepiece but was too busy to pull together a replacement or a refund claiming to have 2 orders which were rush orders. She promised a refund. I never heard from her. When I telephoned her, three days later, she refused to provide a refund and hung up on me. I feel cheated and insulted!! The company was able to retrieve the costs from the credit card company though so that was a positive.