delivery over a month after order

I ordered flowers on 24 December 2014 for a friend of mine who lost her child. I have called Netflorist on numerous occasions emailed them three times and have not had any positive response. The flowers were delivered finally on 29 January 2015. Better late than never I guess! To date I have had no response to any of my emails or calls to Netflorist, I am not sure how this lives up to their 100% guarantee on service?