Edible Arrangements

It’s my first time to order from Edible Arrangements as I’ve heard so many good feedback about the company as a whole. So I did my purchase 2pm, and I was told it should be delivered before 6pm, and that incase there was a problem finding the address or any concern, I will be contacted. I made sure that the arrangement was sent out that same day because that was the only day someone would be home to receive it.
Apparently, after making a follow up phonecall around 5:30pm, it still hasn’t been delivered which was fine but since it was gonna be shared in a party, I was hoping it would arrive 6pm the latest.
7:30pm, nothing arrived and I contacted the store, it was closed. I had to find the customer service number to check on the purchase since I haven’t received a phonecall from the delivery guy. According to the representative I contacted, it was delivered but nobody was there to take it. I was surprised because there was a party in the house. How is this possible?
The following day, I called the store and complained about why I wasn’t contacted if indeed nobody was at the house to pick up the arrangement which was the basic reason I gave out my number. I bought the arrangement for that day, and cleared it out when I purchased it. So I asked for a manager because I do not need the arrangement anymore and I would need an explanation how this situation can be settled.
«ELLEN» explained to me that the delivery guy was new and that there was no manager to settle the problem, and that I had to wait for 2 more days until the manager gets back. Since the product is food, it is very valuable that someone attends to customer concerns the soonest. She was very unprofessional and arrogant in dealing with my frustration by telling me that the only way to settle it was to wait. There is always a good way to make a customer feel that he is not taken for granted of, specially if it is not the customer’s fault. Worst part is, she dropped the call on me. The is the worst thing you could do to a customer. I never cursed nor yelled at her, I just needed an assurance of immediate solution.
This will be the last time I will purchase from this store. If ELLEN handled the situation with upmost respect and professionalism, then I could have understood it better. This reflects the kind of upbringing she had, very disappointing.
***Ellen called back a few hours after I escalated the complaint to customer service and she refunded me the amount I paid for. She did attempt fix the problem and I commend her for that.