URGENT RESPONSE PLEASE : Appauling and Disappointing

I placed an order for mixed lilies on 06/05/2016 for delivery on 11/05/2016, for my parent's 55th wedding anniversary. The amount I paid included delivery, a balloon, chocolates and of course, the flowers. On 11/05/2016 I was tracking my order online and all it said was "in process". I was not available to be contacted in the morning, but called Netflorist back in the afternoon. I was put on hold for 30 mins, then cut off twice. I never for 1 minute thought there would be a problem with my order as I had placed it working days before delivery. Apparently there were no lilies available so they wanted to send something else. Being late in the day, they asked if they could delivery 1st thing the next day. I was not happy, but agreed as "I guess we have no other choice". I then asked for roses. The order was resent through for the roses for the next day. Just after that, I received a call from my parents. They received a delivery from me. I was shocked as I was just told by Netflorist they weren't able to deliver the Lilllies. They had now delivered the balloon, chocolates and a POT PLANT of yellow roses. This was on 11/05/2016. On 13/05/2016 (2 days later), the plant was dead. Looked like it had been burnt. I sent Netflorist an email, but no reply received yet. My parents went to the florist at the address on the card in Welkom. Turns out to be a residential house with 1 lady working there. 1stly she moaned that this was her house and my parents never made an appt to see her. 2ndly, she didn't have any other flowers to deliver, so she went to Pick n Pay & bought the pot plant, 3rdly, that Netflorist take something like 30% and she was only left with R100, so she went to buy the pot plant at Pick n Pay. I am disgusted with this. Honestly, I don't care who takes what and how much, the point is, I should get what I pay for. We can't afford much so tried to make the most of our order. To buy a plant at Pick n Pay? I could just as well done the same and had it couriered to my parents. In 2 days, the plant is dead. The so called "florist" said there was nothing she could do. I am embarrassed as it was their 55th wedding anniversary and I have to hear this. My parents are pensioners and were so happy to receive something from us kids. This is not acceptable to me and I feel I have been done in by Netflorist / florist in Welkom. The amount that I paid for the flowers themselves, I would expect them to be replaced with what I ordered, delivered free of charge, by at least a different florist who is customer orientated and not obnoxious, or I want a refund. I am happy to pay for the extras - chocs etc, but the flowers themselves, I want them to be sorted out please. I am so disappointed and cannot believe the attitude of the florist in Welkom. I would like to receive a reply to this via email please as I am not always available telephonically. NOT HAPPY!!!!!!!