Bad cutomer service, old stock and dying flowers

I order the Abracadabra in a Handbag as a birthday gift for my best friends mother. She phone me to thank and sent me pics, only to see that the handbag was full of dust , the flowers had no water in an the roses are already busy dying. I sent through a complaint and a gentleman with the name Nondumiso rep**** with a mere apology telling me there is nothing wrong with the flowers it is type of flower. I requested a refund and he offered me a voucher for the flowers only excluding the delivery fee. I said No I want a full refund in my account I payed for the flowers. Wait for it - He then rep**** with he did request the refund without the delivery and when can they collect the flowers. I have never seen such bad service. I will never recommend or use this service again