Wilting flowers

I ordered flowers for someone and firstly they phoned to say they didn't have lillies in stock, can they replace them. A day after delivery the flowers were already wilting. I phoned to report this and was told they will contact and have the flowers replaced. By the end of the day we had not heard from them yet and I had to phone again only to be told that they'd forgotten to contact the florist who needed to replace the flowers.