Drivers shouting at customers on delivery because they can't find an address

Scheduled delivery for 16th because fantastically netflorist was too busy on the 14th. The get to my fiances house and starts shouting at her because they been trying to find her house since 15th 1. Delivery was scheduled for the 16th 2. Customer service is a 100% must you don't ever shout or scream at your customer 3. It's the duties of the drivers to know where they are going. 4. If they needed directions phone and ask the person sending Extremly bad service spoilt the whole occasion and not acceptable to me bearing in mind I spent a lot of money on that delivery. I expect a full refund for pathetic customer service