How NetFlorist messed up my mom's 80th birthday

So I ordered flowers for my mom in law for her 80th birthday. She got an sms from NetFlorist telling her a special surprise is on its way. She sat up waiting until after 21h00, and nothing arrived. The following day NetFlorist told me that the flowers would be delivered by 20h00... Should a delayed delivery not receive priority treatment? While waiting for the delivery my mom in law received various messages from NetFlorist telling her that the matter had been escalated - these messages were actually meant for me, not for the person receiving the flowers... She is so confused and stressed by now that I wish I never ordered the flowers to begin with. Her birthday had been missed, she will never turn 80 again. Getting flowers after your birthday is kind of missing the point.