No flowers delivered

I ordered flowers for my mom on her birthday. The flowers didn't arrive when we we expecting them. I called the next day, they promised to resend them. Apparently they never did, because when I called again they told me they will credit me back. Two weeks later with no refund I called again, they said something about a coupon towards my next purchase.

I still don't understand why they didn't refund me the money. I have no desire to shop at their store again.