Late birthday delivery and no feedback!

I placed an order on the 20th July 2015 morning for Delivery on the 21 July 2015 to a guest house in Durban for my partners birthday. The Special instructions on the order said that should the driver get lost that they must please contact the guest house (number included) directly. The driver went ahead and called my partner yesterday morning to request directions from him... first ruining the \surprise"and secondly continuously asking for directions of which he didn't have as he was not at the guest house yet....hence my special request to call the guest house should they get lost. I logged on to Netflorist and saw that my order was returned to hub as it could not be delivered...with no communication from Netflorist at all to me...why could they not call the guest house or myself? I then called to receive feedback and was told that the driver would get back to me in 20 minutes. I'm still waiting for the call? I sent a mail to which I received feedback saying they don't have control over the outsourced drivers... and they will give me a R100 voucher. I don't want a voucher"