Netflorist sucks!

I recently ordered a gift for my partner to be delivered to her office on the 28th May - this was for her birthday. Come Friday 12:00, they hadn’t delivered. So I call them to check on the progress & am told that they don’t deliver to residential addresses early... it’s not a residential address, it’s her place of work. I then ask that they reschedule the delivery to the next Tuesday as we were going away. They sent me an email confirming that this would be done and the delivery was marked as “priority”. Come Tuesday, no deliver... Wednesday around 10:00, I call them to follow up. I’m am told that the driver is at the location to deliver. I then get a call from my partner saying that the driver called and is at the wrong place. He is redirected and flat out refuses to go to where is being directed to... I call the call centre again and am told that the issue is resolved only to be told that the delivery is now cancelled as the driver “cannot find” the recipient... meanwhile my partner is standing at the reception waiting for her delivery. This proving to be too much, I ask that the delivery be cancelled as it is now 4 days overdue and the drivers attitude is actually awful. I then get called by Netflorist telling me that they will not be giving me a full refund but instead they will be charging me a 15% handling fee as well as the full delivery fee. WTH??? What am I paying for??? I have asked for copies of all the recordings and refuse to pay for anything. Imagine!!! I am absolutely disgusted by Netflorist!! Never again!!!