Couldn't care about my colleague

Ok how does this work...I am not the sort to complain. I am a very loyal Netflorist customer. I have made so many order this last year. A month ago a colleague's mom passed away and I sent him flowers. I don't speak to him every day. I heard this week that he never got the flowers. Netflorist is just "too bad. you had 48hrs to complain." And have since ignored me reaching out. Really Netflorist?