NetFlorist stuffs up Grandmothers 97th Birthday Delivery

So for my grandmothers 97th birthday we order a very lovely plant from NetFlorist as we are in Durban and she is in a frail care unit in Rustenburg and we could not be there for here birthday. We had ordered the plant and added a balloon with some Lindt chocolates and ended up paying something like R780 - not cheap! Come the day of delivery - first they phone my mom to say that they don't have stock of the balloon she ordered and can they top up the chocolates or ad more flowers, my mom thought they could add a bigger rose plant to the rose & lavender plant we order so she opted for the more flowers. When she contacted the frail care the next morning to ask is my gran had received her flowers they sent my mom a picture of a very lovely bouquet of flowers WHICH WE DID NOT ORDER AND WAS ONLY DELIVERED 18:15 THAT EVENING!? Like what the actual F? Can't they see that the address is for a retirement estate and that they were going to the frail care unit? At 18:15 my gran is basically half asleep!!?? I have now called NetFlortist TWICE n the last 2 weeks and emailed both a Zenobia and a Lyle with a picture of what my grandmother had received and the email my mom received confirming the order with the order number which they can clearly see what was ordered. This is not the first time NetFlorist has stuffed up a delivery to my gran on her birthday - in 2018 they only delivered her flowers to her THE FOLLOWING DAY - LIKE WHO WANTS TO RECEIVE THEIR GIFT AFTER THEIR F-ING BIRTHDAY!? I am so upset with the customer service which is non-existent! All we wanted to do was make the day special for my gran, its not every day that someone celebrates a milestone like 97 years alive and then they mess it up!! And then this Lyle has the audacity to tell me that delivery hours for residential addresses are up until 18:30 or 19:30 at night!!??? Um like *** if she was turning 60 we would not have minded but they should really start prioritizing their deliveries.