My aunt ordered flowers for me to arrive on the day of my big birthday. They not only did not arrive that day, but they arrived a day late - dead and COMPLETELY FROZEN.
I was given the chose to give her a refund or I could get another of the same bouquet (nothing added for the late arrival, OR the inconvenience).
My aunt got her money back, without an apology or call, and the woman I spoke to didn't even really apologize to me for the loss of a gift. Even as I took the photo for proof (frost on the leaves is hard to capture), the flowers continued to keel over and die in front of the camera.
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