Netflorist kills V-Day gift surprise. They keep getting it wrong!

Besides the fact that the quality of the flowers and the unimaginative bouquets are poor. It has been a most stressful and frustrating experience as a recipient of a gift of flowers just about every time international friends send me a floral gift from Netflorist. I received notification of the flowers coming my way on Thur 12 Feb. I used the Whatsapp to change address to a business address for delivery and called them to confirm they had logged the new address. (as I could not be home waiting for 12 hours). I called at lunch time to track them and a CS agent told me that the address I had given was still listed under residential and she would correct it to business listing in order to deliver before 5pm. By 4.15pm it had not been delivered. I called again to check where they were and was told by the new agent, a guy, that he had emailed to change to business as it was not done earlier. I asked him to log a complaint and cc me in a complaint reference to his manager. He told me the best way would be to go onto the website and log a complaint - it was easy, and he put the phone down. When I went to the website, no where does it allow you to lodge a complaint. It doesnt even provide and email address. It is 7pm. Cut off time for delivery. It has not been delivered. Now I know why the flowers I always receive as gifts from netflorist and extra poor quality and wilted - they have been in a hot van since early this morning - listed out for delivery. They will go back to the depot and haul them out again tomorrow for another hot morning in a van. I will not accept them. I dont have the heart to tell the sender to please use another company because from his side it's been an easy transaction. He doesn't know the stress and quality comparison.