Gilded Lily

Complaint[redacted] YELLED at me when I called to let her know about flower delivery that was left outside of door in freezng temperaters altough recipeint was homeI have ordered a bouquet to be delivered on Sarturday, Dec 14, 2013, to my mother for her bithday, to a residence via [redacted]. The Gilded Lily is the local flower shop who fullfilled the order. Floweres were delivered to the door and left there ourside in freezing temperatures. No one called the door bell even though my mother was home ALL DAY. On Monday Dec 16, I called The Gilded Lily directly to let them know about improper delivery and that by the time the bouquet was discovered outside of the door, flowers were frozen. WITHOUT APOLOGIES, the [redacted] ([redacted])said that she needs to call her driver.I said that there is no need to call your driver we have the bouquet, it is ruined!Owner immediately raised her voice saying that she needs to call her driver to find out details. Yet again I said that there is no need to do so, there are no details really besided the bouquest that was ruined, and that she should stop yelling at me! She started arguing that she was not yelling! I felt that it was unacceptable customer service! In the beginning I just wanted to simply replace the bouquet, but being treated with such rudeness, I said that I want my money back AND properly delivered flowers. The owner said there is nothing she can do, and I should call 1800 flowers, and MAYBE, maybe she can replace the bouquet, but THE RECIPIENT (my mother) SHOULD CALL THE FLOWER SHOP to let them know that she is home. I have paid for the flowers AND delivery service (14.99). Not only the bouquet was ruined by improper delivery, we were told to CALL to make sure the delivery is made. I think it should be the other way around provided the flower shop has the recipient's home phone number. Overall, it was a highly unpleasant experince not to mentioned ruined birthday flower suprise to my mom.Desired SettlementI would like the [redacted] to make an appology in writing, and I would like her to make nice flower arrangements and deliver them to ALL NURSING HOMES in SPRINGFIELD MA, on December 24, 2013.Thank you