NetFlorist ruined my anniversary

I received shockingly terrible service from NetFlorist for my anniversary. I ordered a personalized gift for my wife 5 days before it was to be delivered. On the day of delivery I get an email from a Portia Sibanda, apologizing for not being able to deliver my order. She stated that my order would receive top priority for delivery the next morning. And still no delivery came. I had to improvise at the very last minute. 2 days after my anniversary, the order arrived. I have tried calling NetFlorist a number of times, and emailed over a dozen mails. I have still not heard back from them. How can such a big company mess up an important order with 5 days lead time!