RTP Florist

I ordered the 'Full of Love' bouquet for my mother for her birthday. I placed the order online around 7:30 am on February 25th. The business guarantees same day delivery for local deliveries on orders received before 2:00 pm in the recipient's time zone (my delivery address was in the same zip code as business). Around 3:00 pm on February 25th I called the business because the flowers had not yet been delivered and I knew my mother was leaving work at 4:00 pm. I relayed this information to associate I spoke with on the phone and they assured me that the bouquet was on its way. After 4:00 pm when my mother left work, the flowers still hadn't arrived and I called back to see if I could change the delivery date to the following day (February 26th). A different associate informed me that there would be and additional charge to change the delivery date. There is no mention in their delivery or order change policies on their website that a fee will be imposed. I kept the original delivery date (February 25th) and the flowers were not delivered until the next morning around 10:00 am (February 26th). My mother sent me a picture of the bouquet she received and it looked no where near what was pictured online. The bouquet was significantly smaller and did not resemble the online photo at all. I understood they had to make substitutions due to seasonal availability but this was not at all close what was portrayed online. The card attached with the flowers was sloppily hand written and had misspellings. Shortly after I called the business and spoke with the manager, we agreed that I would be given a refund for the bouquet but still be charged the shipping fee. Around 3:00 pm today (February 26th) the business sent an associate back to my mother's work to pick up the bouquet. Not only was this not agreed on, but it was embarrassing to my mother.Product_Or_Service: Full of Love BouquetOrder_Number: XXXXXDesired SettlementI would like a full refund of all charges for this order (bouquet and delivery fee). Although the manager and I agreed on a refund for the bouquet itself, this has credit not posted to my personal bank account as of yet.Business Response Hi,Thank you contacting RTP Florist. I received an e-mail confirmation from Ms. [redacted]. Here is what she said:Hi, Per a conversation with [redacted] on 2/26, an order with confirmation #XXXXX is going to be refunded for the total amount less the delivery charge. As this order was not what I paid for, the amount I paid for the flowers is going to be refunded. However, the delivery charge is not going to be refunded. Please let me know if you need any additional information. My credit card information should be in your records from my online purchase.Thank you,"If you want me to forward her e-mail, please let me know your e-mail address and I will forward it to you.Thank you,RTP Florist.More info received from the consumer XXXX-XX-XXYes, the company did refund me the cost of the flowers. However, it was not mentioned in the email nor in the call I had with them that the flowers that were delivered would be taken back. Since the company took back the flowers and I ultimately received nothing, I disputed the whole charge with my credit card company and the delivery charge has now been refunded to me by my credit card agency. I have nothing further to say to the company as this has been resolved on my end.