Netflorist bad servise provider

The Service of netflorist is bad order no *** was supposed to be delivered at 14:00 now its 14:57.they said the order is on route with the driver from 12noon till now it has not been delivered.when I want to cancel they want to charge me the delivery fee and 15% of the order yet its their fault.I called 3times today yet no help the last consultant his name was Mark.ppl never waste your time and money ordering from Netflorist