WORST EXPERIENCE EVER

I ordered an arrangement on the morning of New Year's Eve to be delivered same day to a dear friend suffering from cancer. The sunflowers were to be symbolic of her inspirational approach to her health and the timing of receiving them on the crest of the new year was significant. I paid an additional charge for same day delivery. I was contacted after 4pm that day to say they had been unable to fulfil the delivery. They promised delivery on January 2, they did not deliver that day either and I found out that by contacting them since I had heard nothing from my friend to say she had received the flowers. Their customer service agents are very quick to communicate via e-mail or phone but what is the point if there is no service??? They can e-mail me all they like but what difference does it make if the delivery doesn't happen and they don't compensate me for the fact that in good faith I trusted them with an important order and they totally and inexplicably failed on every level to deliver.