Incompetence or lack of training?

Ivy Sprout - I am disgusted in her customer service. Initially, she told me there was not a mistake in the total of the order I placed, and I had to spell it out to her and then she admitted to being wrong. It took her 30 minutes to cancel my order while at the same time telling me that she is also handling other customer windows at the same time. She also asked if I would like the refund in cash immediately after me telling her that I am in ANOTHER COUNTRY! Netflorist - either get more competent staff or train your staff better.