Complaint Review: FTD.com

I ordered a bouquet to be delivered on Valentines Day and paid the extra charge to have a guaranteed morning delivery.  I called today (18 hours after it was supposed to have been delivered) and was told "no florist picked up the order."  I received no notification that my order would not be able to be delivered on time, which is completely unacceptable.  When I asked for the
bouquet to be given to me free of charge OR to have my next delivery be free, my offer was countered with a ridiculous proposal to have this now late bouquet delivered for the regular price and then receive a $15 gift card.  Again, this is unacceptable, especially considering that I was not even offered reimbursement for the additional shipping
costs (due to being a holiday delivery) and the additional amount paid to ensure morning delivery on the original delivery date. 

This is not the first time that I have had a holiday arrangement which failed to be delivered when ordering from FTD - the
previous occasion being this past mothers day. 

When the mothers day flowers were not delivered, I was not offered any refund OR gift card of any kind, and the arrangement was delivered 4 days late.  During both interactions, I spent over 30 minutes on the phone with customer service and was never given any
incentive whatsoever to remain a customer. 
I am astonished at the lack of ability to follow through with deliveries on the most important occasions for a timely delivery, and the complete disregard for any kind of customer appreciation.