Complaint Review: flower deliver express

I ordered flowers from flowerdeliveryexpress.com on 10/03, they said it would be delivered on 10/04.  My Grandmothers birthday was on 10/05- this is her third bout of cancer and it is everywhere, the Dr. said she will  not make it through the year.  I wanted to get her a nice boquet of flowers, this could very well be her last birthday.  

She lives about 7 hours away from me, so I called her on her birthday and to see  how she liked her flowers.  She didn't get any, I had her check on the front porch just to be safe.  Nothing had arrived.  I called Flower Deliver Express and was placed on hold after speaking to the first CSR rep, Richard, for just a few minutes.  

I waited patiently and for 15 minutes I continued to wait on hold.  Richard comes back on the line and told me that the flowers won't be delievered, but it's possible that they could be delivered on 10/06.  I explained the situation to him, and said that if they couldn't be delievered (today) 10/05, then I would like to be refunded and just use another company who could deliever them (today).  He rejected my proposal and started to talk over me so I let him continue.  Once he was done interrupting me, I asked to speak to his supervisor, since he wouldn't refund my money for a product I didn't recieve.

 Without any notice, I get placed back on hold for another 15 more minutes, then he tells me in a rude tone that if I wanted to speak to his supervisor, then I'd have to be on hold, I replied that I had been on hold for so long now, it doesn't matter.  This time I only waited 10 more minutes on hold before hanging up and calling back.  This CSR's name was Tim- Tim told me that he could refund my money but it was going to take 5-7 business days.  

I wasn't too thrilled about this, but accepted that it was all that could be done.  I checked my bank account about 30 minutes after I got off the phone with him to be surprised that not only did they take out the inital $50, but that there was two more charges, one was $50 and another $22.  I did NOT place any other order.  It's 10/08 now and the initial charge of $50 has finally cleared my account, my bank told me that I would need to wait for the other two charges to clear before they can dispute it.

 I have never been treated so poorly by a CSR rep in my life.  This was supposed to be a happy moment for my Grandmother to get nice flowers.  This has been a huge headache and I want people to be aware of this company so they don't have to go through the same things that I am dealing with.