interflora - help with complaining

purple_2

i recently ordered some flowers to be delivered for a birthday but they did not arrive, i have contacted interflora and they replied as below


Thank you for placing you order with Interflora.

Please accept our sincere apologies for the
inconvenience and disappointment caused in the non
delivery of your order. After investigating your
complaint, we have been advised by the florist
responsible, that delivery was not made due to
technical problems.

The florist would like to apologise and wish to
know how you would like to proceed with this
complaint.

Please contact us at your earliest convenience to
discuss the further action you would like us to
take in this matter. You can contact us either by
e-mail or by calling 0870 333 4321 where one of
our Customer Services operators will be happy to
help you.

Once again, please accept our sincere apologies
for the inconvenience and disappointment caused in
this matter.

Kind Regards
Gill
E-commerce Customer Services


now the problem is i would like my money refunded and the flowers to be delivered, however i'm not really sure how i should phrase that in my reply, i've had a look in the great letters hunt but a can't really see anything that would help, can anyone help me?