How to disappoint your customers and provide poor client service at the same time!!

Ordered a mothers day gift on 4 May and full payment was made. I received an e-mail today from Netflorist advising me that they are unable to fulfil my order and that I need to advise them whether I would like a voucher or a refund.

Called the Call centre (at my expense), held on for 5 minutes to get through to someone. Spoke to Shandre Lapen who told me that their system will not allow me to order something that is not in stock and that I can place another order. Their system should not have allowed me to place the order in the first place if they did not have stock! I asked to speak to a supervisor and have now been holding on for 20 minutes! Does he think I'm stupid? He obviously has no idea how to handle an irate client and is making me hold on until I eventually drop the call! He hasn't even bothered to get back to me during the entire time that I have held on.

WHAT IS THE POINT OF ORDERING IN ADVANCE AND GETTING THIS RESPONSE A DAY BEFORE DELIVERY SHOULD TAKE PLACE? Offer me an alternative hamper or something instead of fobbing me off.