Horrible service Netflorist

I ordered flowers to be delivered to my friend at work yesterday March 5. I received a WhatsApp, text message and email stating that the flowers were delivered. I followed up with my friend and she said that the flowers were not delivered but she received a call from the driver and he told her he couldn’t make it to her place of work on time so he is going home with the flowers and he sent her a ***** picture of the flowers. I reached out to Netflorist customer care regarding this via their chat option, the person who responded names Rene decided to leave me on read for 43 minutes until I decided to call the customer care line. In between all of this my friend received the flowers this morning and most of the flowers are dead! I spoke to Rethabile from the call centre and she placed me on hold for 10 minutes to go and check the images I sent via chat without saying anything. I had to hang up and call again, speak to someone again only for Rethabile to call me and tell me that she escalated the matter and she was told to tell me that the quality of the flowers is good, disregarding the crux of my complaint. Disregarding the fact that Netflorist failed to honour the agreement I had with them which was to deliver the flowers yesterday, how they sent me confirmation that the flowers were delivered although they were not. How the driver called my friend and just casually told her that he will be taking her flowers home and delivering dead flowers, such uncouth behaviour! My ask from Netflorist was simple, I want a full refund. I said this to them this morning even before the flowers were delivered and Rethabile told me that the only way to get a full refund is if they go and collect the flowers from my friend and if they don’t I would get a partial refund. I could not believe that, they would rather embarrass my friend at her place of work by collecting the flowers so I can get a refund. I explained to Rethabile who needs major training in customer support that what she is telling me is ludicrous! Rethabile said that they’re system

Is designed like that and there is nothing she can do, no regard whatsoever. This has been a terrible experience and I want my full refund for the following reasons:

The order was not fulfilled on the correct day The driver was so unprofessional and ruined the experience by calling my friend and telling her stories and sending a picture before she got the flowers Netflorist sent me a confirmation email, text, and WhatsApp stating that the flowers were delivered, this was a blatant lie The state of the flowers was horrible, to say the least This experience has been beyond horrible!!