Netflorist bites off more than they can chew on Mother's day...and shows their greed

Netflorist has left a bitter taste in many mouths with their pathetic customer service. I would have rated them lower than 1 if the option was available. One thing they are good at though is to spoil a day. I ordered several gifts for mother's day from their online website and was promised delivery on 10 May. They delivered as promised, except for one gift item. I phoned on 11 May and was promised delivery will happen on 12 May, a day before mother's day. By 11 am on the 12th, I haven't heard from them and phoned again and unlike the well-spoken and friendly call center agent I talked to on 11 May, I got hold of an arrogant excuse of an agent who told me the day is still long and I need to be patient. He too promised delivery during the day but as you may have guessed, nothing happened. Instead of spoiling my wife and the mother of my kids with several gifts, we were rather thin on gifts. Funny thing when I told her that Netflorist failed me, she reminded me that two years ago, they also failed to deliver as promised before Fathers' day and on that day, she didn't have a gift to give to me because she believed that they would actually deliver. Of course, I emailed them on the night of the 12th of May to complain again and didn't hear from this useless bunch even on Monday, 14 May. Only earlier today (15th), someone emailed back to apologise and asked me if I'd rather be refunded for the missing gift. Seems they always bite off more than they can chew and need to learn that their greedy nature and inability to deliver on their promises are spoiling important days for many of their customers. Ironically, in their email to me this morning, they asked me to remain loyal as a customer. Yet, instead of finding out what would make me happy (for eg. deliver the gift plus a sweetener of some sort), they rather offered to return my money. May be they thought it was an appropriate response but what is going to make me use them again? At this point - nothing! Is that customer service? Surely, the idea of good customer service is to make a customer come back. Reminds me of Walt Disney who was quoted as saying "Do what you do so well that they will want to see it again...and bring their friends". I'm afraid, this is not going to happen with Netflorist. Having a good product is only half the service...