It's very simple. I ordered some flowers and was assured they would come on the day I specified. They didn't, they came two days late. On their website it says "by all means contact us if there is a problem." So I did, and I have heard nothing back.
Disastrously bad customer service, don't believe these 4/5 star reviews, I guarantee they are made up.
EDIT - It says below that eFlorist contacted me. They did, but the email in no way helped and didn't actually make sense. It was also 3 months late. Don't use this company, it's a lottery as to whether you'll get your flowers on time.