Valentine's Day messed up!!

I would like to complain about the service that was rendered by your Florist. Firstly I received a bockay of wilted roses in the morning, I didn't mind coz I was soo excited abt the suprise gift and the message from my husband who is currently working overseas. When I called to thank him that's when he told me the gift was not enough , a jar of chocolates was missing. I called ur call centre, waited for more than 10 minutes to be responded to, then Zelnobia eventually answered the call telling me that my hubby had only purchased those roses and no chocolates were included after I had given her the order number. My call with Zelnobia lasted for 23 minutes. I called hubby who was very furious because he had paid a lot of money and he demanded that I call them back since he is overseas. He made the order online and paid for both gifts and he was angry that only the flowers were delivered and that Zelnobia could only confirm the purchase of one gift. I then called the call centre again, this time a guy called Katlegong answered the call after a long wait of 15 minutes. He confirmed that the order and payment was received for the chocolates and the roses. He also said the delivery guy had left at 1027 and was due to deliver my chocolates probably at around 1425. My phone call with Katlegong lasted for 24 minutes. I requested that he tell me the complaints procedure as I was already frustrated about their service but he told me that he didn't know about it and would ask his colleagues. He eventually told me after a loooong 5 minutes or so wait. As I walked back into the office I met a guy called Oscar, the delivery guy who had come with a glass vase full of red and white roses. He insisted that they had initially brought the wrong order so he had come to exchange the box of mixed roses that were delivered in the morning for the red and white roses. I showed him the invoice which my husband sent which showed the order of mixed roses in a black box and a jar of chocolates. He went back to his car to check for the chocolates, came back saying there was nothing of that sort. I then asked him to take both bockays back, I wrote a letter to the florist, gave him the letter which was attached to the invoice. The letter was requesting that the florist sends the right order, or otherwise refund back the money to my husband. I also expressed my frustrations in the letter. To my suprise my husband received an email from the florist stating that the recipient had refused to take the gift. Nothing was said about the incomplete order and the mix up. I also called the call centre number, spoke to a lady called Nico who said the line was bad. I Waited for 18 minutes to speak to Nico, I asked her to call me back as I had a complaint. I repeated my phone number to Nico so as to make sure she got it right. Nico didn't bother to call me back. I would like to emphasise the fact that I am very disappointed and disgusted by Net Florist 's service!!! They really messes up my Valentine's day. Not to mention the airtime that I spent trying to get the problem resolved, of which the problem was never resolved. Instead they put the blame on me for refusing to take the wilted flowers and the incomplete gift. Needless to say that the driver was very confused about what was happening. As well as the disappointment in that my husband had to end up disclosing how much he spent on the gifts, which is very unusual, let alone the embarrassment in the office of the whole Valentine's drama!!!! Please I would appreciate it if someone could attend to my complaint!!!!!!!