NetFlorist Replacement of Flowers Not Delivered - Our Client Not Impressed

I ordered flowers for our client, but the arrangement they received was old and did not match the picture online. I contacted NetFlorist on Friday last week, and they agreed to replace the flowers on condition that they collect the original arrangement. They called the client on Friday, and that was the last communication we received from them. This is the message I received today. I’m honestly not sure what else to do at this point. Good morning I refer to the telephonic conversation we had - I think it was on last Tuesday this week. Just want to confirm that client still has not received the flowers. I have just spoken to her. I also forgot to tell you that according to client, the lady who phoned her from Johannesburg to find out whether client will be home last Friday, as they were sending new flowers (which still did not happen), also requested my client to hand the flowers back to the person who will be delivering the new flowers, which of course, my client will do. However, I cannot help to wonder what they are going to do with the old, dried, rotten flowers - may be send it to someone who was getting divorced on that day !!!! ??? 