Rude and unprofessional

My wife ordered flowers for my daughter's wedding and paid full amount upfront. She was told by the owner that the flowers can be collected any time on Saturday 28 March, but that it must be before 13:00. We planned our very busy pre-wedding Saturday morning around the flower collection and pitched at the shop at 10:10. We were told by the staff that someone has gone to buy roses and that it might be ready within a hour. I phoned the owner to complain. She told me that is that and if we are not happy we can get a refund. She knew that nobody else will be able to assist us at the eleventh hour and this thus amounted to ********* . She was rude and put the phone down in my ear.