Dead Flowers Delivered

On Friday I received a bouquet of flowers with dead/brown, supposed to be yellow, roses. Contacted Netflorist they said they would send someone to collect and send new flowers. Monday afternoon I phoned as no delivery had been made. I was told that the call agent logged the complaint but forgot to issue a new order. I was assured that I would receive a new bouquet on Tuesday morning. Tuesday afternoon, still no flowers. I'm told there was a misunderstanding and that they would deliver Wednesday morning 10:30. It is now Wednesday 5pm still no flowers. This morning I phoned to confirm my delivery and they assured me it was in the delivery vehicle and that my delivery was number 5 and that I should have it by lunch time. After lunch I phoned again and was told the driver is on his way to my suburb and is about 10 minutes away. At 4:45 I rang again and insisted they give me specific details on the drivers location - the agent then started apologising saying that there is a problem with the order and that the florist has not yet received the flowers thus it could not be sent out. Why all the lying?