Very Disappointed

I ordered a hamper for an elderly relative on 1 December to be delivered on 17 December. I chose a date well in advance so that I could inform her to expect a delivery on that date, knowing she would be reluctant to answer the door to a stranger, if she was not expecting anyone to call. It was not delivered and I was not informed but for the fact that I rang my relative to enquire if a gift had been received from me. I emailed and telephoned customer services, leaving a voicemail asking someone to ring me. As no one responded to either, I rang again the next day. I was told they did not know why it had not been delivered and that it could be because it was damaged. I asked had that been the case surely the driver would have notified them. They said they did not know. I asked for a refund explaining that I had lost all faith in the company. I would have liked an apology and maybe a goodwill gesture of some sort.