Limp flowers delivered

My sister in New Zealand has sent flowers to our mother in South Africa on special occasions. Many times the bouquets have been very disappointing. The bouquet of roses that was sent yesterday was nothing like the photo on the website. The orange roses were limp and it looked like the roses with plenty of acacia leaves had just been dumped into the vase. I tried calling both customer care numbers within 24 hours but both numbers just rang. The last time I complained about an unacceptable bouquet I was told that complaints need to be made within 24 hours. Now I try to do that and don't get an answer. How sad for our 93 year old mother. I wonder how much money my sister wasted on this so called bouquet.