Thank you for ruining something special

I was meant to receive something. It was meant to be a surprise and a beautiful moment. The first day netflorist called I wasn’t home so I understand why they couldn’t deliver. The next day I missed the call by 2 minutes. When I tried to call back instantly, I was passed around and put on hold. Eventually after 12 phone calls, an address change, me having to buy more airtime, repeating my story over and over again. After all this I was assured that it would be delivered today. I went to check twice after the call. No delivery. The object belong delivered was very special. It involved a friend’s wedding. Thanks to Netflorist in the many years to come when I think about this moment, it’s slightly ruined. Forever. My question is what is the purpose of a delivery company that can’t deliver?