I always send flowers to my mother on Mother's Day. It's a gesture that she looks forward to. I only get to see her once, maybe twice a year on holidays. She's in SC and I'm in NY.
I went online on 5/4 and submitted an order for a lovely bouquet to be delivered to her on Saturday, 5/10 or Sunday (Mother's Day) 5/11.
She never got them. When I called, I was told that the order was never received by the florist in SC. I was, however billed on the day I placed the order.
I got many apologies and was asked if I would accept an upgrade on the flowers I had ordered, and they would give me a 40% discount. This was suggested several times. It sounded as if a full refund was NOT something they were willing to offer. The customer service assistant had to put me through to a supervisor, who then asked if she could help, (as if she wasn't briefed on the situation). I told her that I wanted a FULL refund, since Mother's Day was 2 days ago.
She finally said, OK...more apologies.
I would have expected the late delivery of the flowers along with a full refund.