Netflorist - not up to brand image !

I hear the buzz about netflorists advertising on the radio and they always seem to be keeping up to speed with ensuring their audience hears their brand .... however my fiancé used them for our anniversary.... firstly it was a surprise and on Saturday night they had sent me (the recipient) a message to say that a surprise gift was coming to me on the 03/08 and I should ensure somebody is there to receive ... i understood that this Was procedure so I didn’t mind although I know knew you expect a gift .... on the day the guy came and handed me the chocolate box ... then he goes back into the car closes the door then perhaps remembers that he needs to sign the POD - so he goes to get the paper and then brings out the flowers... he forgot about this .... then he doesn’t make me sign for it he signs on my behalf and I asked why he said this is due to COVID. At this stage I didn’t know what else the gifts consisted of... when my fiancé asked me if I liked the gifts I sent him a picture and then he realized that the balloon was missing. He messaged Netflorist and they initially told him they were out of stock of a balloon at this stage he had already paid for the entire package. Today when he messaged them again Netflorist had stated that I had signed for all the gifts- but I didn’t. They now state that I signed for everything inclusive of the balloon. Service was extensively poor and previously I did get good service from them ... the brand you portray should be equivalent through the process of the product life cycle up until delivery! Pathetic is the word to use in this case.