The Rowe’s Flowers and Gifts

Unfortunately the whole experience was pretty bad, THIS TIME. The first time I dealt with them it wasn’t too bad.
I placed an order via their website first thing early in the morning. There was a field to give special instructions at which I entered, «if possible deliver in the morning. if not, please make sure it arrives no later than 1:30.» I received an automatically generated order and charge confirmation and I felt as if everything was good to go.
I work at the same organization my girlfriend works at and where the flowers were to be delivered. 1:45 comes and goes and no flowers arrived. I immediately called. They claim they never received the online order.
I understand how e-​commerce works being I develop such systems/​websites. The explanation given to me was nothing more than an obvious «dog ate my homework» excuse by the owner and an obvious mistake on their part. I received confirmation numbers and my card was billed. They never checked the inbox of where they retrieve their online orders, plain and simple. When we spoke regarding this she had absolutely no remorse in her tone, it was almost as if she was appalled or aggravated with ME!
So things happen right, not a problem. I am a business owner myself and I do whatever I can to go above and beyond expectations to begin with let alone having a displeased customer and not rectifying any concerns or issues or redeeming myself to the coveted customer.
She acted like nothing happened and if anything, she had made it seem as if it were my fault. She never provided me with a solution so I made the move to suggest one. I asked her if she can deliver the arrangement NO LATER than 3:00. I repeatedly asked for reassurance and she repeatedly told me she’d pull someone off the sales floor and get them here NO LATER than 3:00. It was 1:45 when I placed this call.
I get word from my girlfriend that they didn’t deliver them till 3:25 (Friday). If it had been 5 more minutes, she wouldn’t have received them until today (Monday). My girlfriend picked them up on her way out of work. So she never got the chance to eat it up at work and have all her girlfriends make a big deal about it and stuff and look at them all day. The «get flowers at work» experience was totally ruined.
To top it off, the delivery person called the recipient’s phone number rather than the purchaser’s phone number! She told my girlfriend that she is on her way to deliver her flowers. ARE YOU KIDDING? Being in a florist business that thrives off of deliveries I can’t see how they’d screw that up. You would have thought they would have utilized Social Engineering 101, IF THEY HAD to call the recipient. Actually, I would have thought they’d contact me first, but they didn’t.
So once I found this out I had called her again. Now I wasn’t expecting anything but an explanation in a sincere and slightly remorseful way. I received the total opposite once again. The owner, in my opinion, never held herself or her business accountable and I REALLY FELT that she felt it was my fault and I was bothering her AGAIN with pettiness. I received nothing more than a half-​butt apology. So I am leaving the business a detailed review of my true experience in return.