Edible Arrangements

On Monday, 12/​21, I ordered an arrangement online to be delivered on Christmas Eve. The delivery address is just a couple miles from the store. This was my ex-mother-in-law’s Christmas present from her grandchildren (she already has everything she needs, but she loves the fruit, so that’s what we send her).
Although she was home all day on Christmas Eve, the arrangement wasn’t delivered. Nice. She thought we forgot her for Christmas this year!!! When we called on Christmas Day, I was heartbroken to learn that the store had not delivered the order, or even called her to say there was a problem — she would GLADLY have driven the short distance to pick it up! It’s not like this store is in a huge city, with thousands of orders being processed every day. It’s Bluffton, SC, for crying out loud!
She called the store on ¹²⁄₂₆ to find out what happened, and was told they had no record of the order, then the line was «disconnected». She and I both suspect the store clerk simply hung up on her. So she called back, and spoke to another clerk, who knew nothing, but put the original person on the phone. NOW the story became «Well, we had a problem, we can maybe it get out to you late this afternoon.» They acted as if they really couldn’t care less that they ruined her Christmas present or that they totally failed in the Customer Service department. She told them to just cancel the order and refund my money, (According to the website, they have done so, and it’ll take about a week for the money to actually be put back on my credit card.)
She called to tell me, so I can make sure I get the refund. And she told me that the LAST time I sent her an arrangement, there was a problem with the delivery driver. Although she’s practically walking distance to the store, she was last delivery of the day. She said her arrangement looked like it had been handled and shuffled around quite a bit — not quite as fresh and pretty as it should have been. When she mentioned it to the driver, he began to complain to HER about his job, the store, and basically that she was being a horrible person for even mentioning (however nicely) that the arrangement looked terrible. He totally didn’t care that he ruined her gift (it was her birthday present!)
These arrangements are expensive for me to get, and it’s very difficult to find something that my ex-​mother-​in-​law likes or needs. (She’s one of those «if I want it, I just go get it myself» type people.) So to have my very hard-​earned money wasted this way, and my kids’ grandmother totally disappointed — twice — is very agitating.
I sent in a complaint through the Edible Arrangements website Customer Service — unfortunately the online form was too short for the full complaint. It also goes directly to the store owner /​manager (rather than to the corporate offices), with the promise that I’ll hear from them within 48 hours. I’ll believe it when (if) it happens. And what can they do, anyway? What makes up for ruining an elderly widow’s Christmas by making her think her only grandchildren didn’t bother to send her anything?
Update:
I posted this on the store’s Facebook page, and they deleted my comments about their lack of service by not delivering my mother-in-law’s Christmas present. Real nice, guys. I did get a call from the Bluffton store manager. He apologized for the problem and offered me 20% off my next purchase. Yeah, that really makes up for ruining Gamma’s Christmas. As if I would EVER order from this store again! They can delete my comments if they want, but there are plenty of other places on the internet for reviews where they can’t remove them. Wish I’d read those BEFORE I trusted them for Christmas.
Update 1÷1÷16:
I’m pleased to say that I spoke with the store OWNER on Monday about this situation. Dean also called my mother-​in-​law and apologized to her. After speaking to both Dean and my mother-​in-​law, we may give the store one more chance. Dean has promised he will personally make sure the order is done correctly and delivered as-​promised. We’ll see.

I would give this store zero stars if that was an option. I ordered an edible arrangement to be delivered yesterday, 9−25−15 for my future sister in laws bachelorette party. They didn’t deliver the arrangement because no one was home to sign for it. They left a door tag with the number to call. So My future sister in law called back yesterday and spoke to someone in the store who said it would be delivered today. One of her friends stayed back from the bachelorette activities today so someone would be there to sign it. My future sister in law just called me and nothing ever got delivered today as promised. The store is now closed and the customer service is closed also. This is absolutely ridiculous and I expect a phone call from the manager first thing Monday morning for a full refund.