bad service and attitude

I ordered two sets of flowers in vases on 29 Jan for delivery 30 Jan..One being to my mum spending her wedding anniversary alone since my dad died and the second for my uncle and cousins as their wife/mum had just passed away. I just found out yesterday that the flowers were not like the picture on the website...They were in fact squashed into the vases. I phoned yesterday to complain since I spent R900 on these flowers. I spoke to Zentle (not sure of spelling) who went to speak to her manager Kav....who said I should take photos..really ? I should ask people who are grieving to send me a pic of the flowers ....I was livid...so I asked to speak to Kav's manager..whose name is Mel....Zentle could not help as mel had left for the day so I asked that Mel call me today...still no call. I was also to receive an email with an email address to direct my complaint to ...This fid not happen . I am very disappointed and upset as I use netflorist often....and then to be treated like this. Also the call lasted 20 minutes...15 of which was me in hold...how ridiculous and expensive for me??