Really disappointed

I am a regular client of Netflorist but this time I am really disappointed. It was my mother in laws birthday and I ordered something to be delivered to her on her special day as we couldn't be there. There apparently was two attempts to deliver it to her but she didn't receive the parcel. There was no communication to me as the client that there was a problem. On the third day I cancelled the order as it was just not going to happen and even if it did the flowers would be dead or dying and the cake would be stale. I am now charge 15% handling fee. It is not all about the money, it the disappointment that my mother in law didn't get something to say we remembered her birthday when I organised it long in advance and then the endless fights this morning to escalate my case only to be told that the would be escalating it as they had followed procedure. If you don't want to be disappointed please don't use them, as I certainly wont be in future.