75th Birthday ruined. Netflorist charges a 15% handling fee if you request a refund for old flowers delivered and for not replacing these when they said they will.

I will not use Netflorist again. My order ***, which was meant to be fresh flowers for my moms 75th birthday was received at 5pm on Thursday 25th Feb and she only complained about the leaves wilting the next day, however on viewing the picture she sent on the day, you could see that some leaves already had black spots. She only brought this to my attention on Saturday, to which i logged a complaint on their chat and spoke to Lerato who then promised to exchange and provide a fresh ones to be delivered on Sunday. Well today is Monday and no flowers delivered yet. I called the call centre and spoke to Lyle and had to repeat myself as apparantly their system does not capture your complaint, nor can they provide a reference number. I advised that due to their non deliver a second time i request a refund to which he advised that they will charge a 15% handling fee to collect the old flowers. I requested to speak to a Manager and guess what he/she is in a meeting. They. basically ruined my moms. intended bday gift as i had also ordered a red velvet cake, which they had to defrost first and was as flat as a single sponge. For a company that are supposed to deliver great memories for special occasions this was not my experience