Poor arrogant Service- thanks for messing up a special occasion

I looked for and found an item that will be delivered the next day and during the processing of the transaction was notifies the delivery van will not go to my area its fully booked so i booked it for Saturday as i wanted the item for mothers day. Followed up immediately with a call after holding what felt like a lifetime only to be met with a very arrogant service provider Merlin. Who said that he can not see what items i purchased and continued to tell me he cant find it on his system. My recommendation was let me send you an email to show you that the advert shows the item and next day delivery. I sent the email and never to hear from merlin again. Phoned back twice and he was never to be found again. We had a function on the saturday for the mums and needed the parcel before 9am the morning and eventually got hold of a lady who explained what could have happened and that she would add a note to the order so that the parcels will be deliverd before 9am. The parcel was delivered on the saturday at 11:30am. Nice, have always had good service from Netflorist but seems like too mich fancy footwork and focus on other lenghty tellephone greetings have left them short on the main purpose of their services to sell and delliver flowers(services) and focus on the customer needs. Dissapointed to say the least