Poor service delivery

I had ordered a gift to be despatched for my sisters birthday, netflorist was unable to deliver. No notification was sent to me, I had to call in wait 20+ minutes to get through to a agent for them to advise me they will deliver the next day which is today 16/12/2021. I have to call in and follow up again which their advise me the package has not left their hub. What poor service delivery is this. They are over priced but due to covid its a safer form to use to send loved ones a gift. We pay the price that's required but they do not work with efficiency to deliver on a service the promise. Honestly terrible experience. They should have treated the package with urgency. Call center agents are not even helpful, every question you put through to them is a response that has no compassion with customer service. I work in a service industry as well and customer service is key