Inadequate and distasteful customer service

Bought a Bonsai plant for my Mom's birthday in March. 5 days later, all the leaves shed off. I called Netflorist to let them know, all the agent could say was that it is after the 48hour returns period, so the issue should be escalated. Nobody called me back subsequently, and I had to call back using my airtime following up each time they said they would call me back. Eventually a week later, after holding on for more than 15 minutes on the phone, I was told there is nothing Netflorist can do as the Bonsai did not shed within 48 hours. What are the chances that the Bonsai tree would have shed within the 48 hours? That tree was R700 excluding delivery, To say I am quite disappointed is an understatement. I am actually shocked. I could have bought a Bonsai tree at Woolies or a retailer and gotten better customer service.