Netflorist - Poor quality poor service

Greetings.

We ordered flowers online. Upon receipt my wife was not happy with the quality. 30min later we called netflorist to collect this and refund us. They now want to charge us a collection fee & 15% handling fee. We waited all day on Friday 6/07/2018 they didn't arrive, we called them several times spoke to Zenobia and was promised this will be collected. Again today - we emailed Netflorist, we are told the same 15% handling & collection fee. Netflorist terms on their website states they will provide a full refund if we are not happy. Maxine tells me that there will be a fee, yet their policy says full refund.

Now it seems like they are trying everything NOT to collect the items, and trying to make the clients pay for their mess up by charging us.

Poor service, poor quality, and pass their costs to unhappy clients. I want my full refund, please collect your goods asap.

Mr Naidoo