Funeral Flowers

I ordered Flamingo Diva on October 22 for my only sister's funeral on Monday October 26. It was a beautiful mix of lilac and orange. Colours that my sister would have loved and looked good in. It took me 3 days to choose the flowers. It had to be at the Funeral Director's before 12.30 on the day of the funeral Monday 26th. They accepted my order and I paid in full using discount code. I remember struggling with the delivery times box. Never did it say that we cannot do timed deliveries on Monday. On the contrary it said that we cannot guarantee delivery unless you pay for delivery. I spent over 2 hours trying to get the times in to pay the additional amount of between £4.99 or £12.99 and managed to eventually.It said there was no charge for the delivery. There was no-one to call or speak to to help. Due to this being important I further sent a text to them pointing out the delivery address and time the flowers had to be there. I also recall giving a contact number on the website.
When I attended the funeral loe and below NO FLOWERS.
My relatives who arranged the funeral were disturbed by my asking for the funeral director to check to see if they were in the hearse. I telephoned the funeral director office who assured me that the flowers described were never delivered.
The only contact that you have with Sereneta Flowers is by email. I emailed this to Sereneta Floweres and their reply told me that they had sent an e-mail on 23rd that as Monday was a standard day they could not guarantee deliveries and as such my money had been refunded on the day of the Funeral. I can't remember an apology.
Well whooopee I am not sitting at home in front of my screen I am going to travel to a funeral.
May I SUGGEST THE FOLLOWING.
1 Sereneta Flowers could deliver any day up to the 26th October. If they cannot deliver on a Monday to timed deliveries ANYWHERE put it on the website clearly so people can either deliver prior to the date or choose not to state this BEFORE placing the order.
2 Do not take the money unless you can deliver and in the FUNERAL section
treat their customers fairly and tell them ALL limitations.
3. HAVE A PHONE NUMBER THAT SOMEONE STRUGGLING can ring
If for any reason any Florist cannot deliver or meet the requrements then a refund 5 days later leaves a lot to be desired. They may have complied with their legal responsibility but what about their moral responsibilty and teating their customers fairly.
This was my last gift to my only sister. All our family is trying to grieve and I now have to trouble them to find out what else I can do e.g contribute to a plaque.
I am seriously considering escalting this Trading standards as I do not want people to be left in my position. I am 63 years of age and this has upset me more than you can imagine.
I am asking to be just referred to as Anne to avoid further distress to my family but Sereneta Flowers will know who I am
yours faithfully
Anne