Netflorist thinks customer complaints are Petty and a Nuisance

I ordered a frame and flowers for my wife's birthday a couple of days before. I was called on the day of the birthday (at about 10am) to tell me that the frame was out of stock after flowers that were damaged were delivered to me. I complained and after getting them to understand what poor customer service that is, they agreed to refund me and send me a complimentary hamper but only after they took back the flowers (to investigate how they got broken). When they came to collect the flowers, the form I had to sign had the following written next to my name: "Customer is extremely petty and a nuisance and wants a full refund". To be called petty and a nuisance after years of loyalty is beyond shocking and disappointing. They believe they have a monopoly so they can just treat customers like garbage - I won't accept that.