Netflorist wilted

I order from netflorist every year for my moms birthday, as I live in the Free State and she lives in Cape Town. I have always been very happy with the service received, but this year was a nightmare. Something that was meant to be special for my mom, turned into a admin mess. The plant was delivered, but it was wilted, broken and looked terrible. As you can imagine how upsetting it is to receive a phonecall from your mother who is not quite sure how to say that the flowers she received were awful. I asked her to send me a picture, as i could hear in her voice was something wasnt right. I was so embarrassed. Called Netflorist who then told me that they will collect and replace the plant. I asked them not to replace it, but to load the credit on my account, so that i can order something different, as i was scared of a repeat of the situation. They then said that they would credit, which they did a week later, and also promised to send a complimentary gift with the next delivery, which obviously didnt happen. I am disappointed and will in future rather make use of a different online store to spoil my mom on mothersday/her birthday.