Netflorist embarrassed me on my anniversary and charged me for it

I ordered flowers for my anniversary. I called at 8am and requested it be delivered before 2 to my wifes place of work because she leaves at 2. They advised that do not have control over the deliveries but will add a note to the system. By 2, I sent a message on the chat asking that it be changed to my home address to which Shaun, the chat consultant agrees to change. I waited until 8pm, not flower delivery. My wife gets a message this morning that her surprise is on the way. "How embarrassing" I sent Netflorist a message to cancel the order and give me a full refund for not delivering the flowers and the embarrassment they caused me. The unempathetic staff Ava advised that they will do a refund, less 15% handling fee. I asked why, and there is no clear answer except for a generic "we apologize for the inconvenience". To top it, the refund policy says 1-3 days, the chat consultant says 3-5 days and all hail Ava says 5-10 days. So, if you use Netflorist, be sure what you want, be prepared for a next day deliver and unempathetic staff who provides different information and finally be prepared to pay a handling fee of 15% for a product that was never delivered.