Edible Arrangements

I usually don’t write reviews because honestly I believe that if you provide poor service (or in this case no service) your business will fail with or without my review, but the episode that occurred with this EA was too objectionable to ignore.
In the beginning of December I ordered a large arrangement for delivery ¹²⁄₂₃ — the recipient was traveling after Christmas and so the timeliness of the order was a factor. The 23^rd came and I didn’t hear from the recipient, no big deal probably busy — the same for the 24^th — but when we spoke on the 25^th there was no mention of the arrangement, and so I asked if she received anything. Unfortunately I had to tell her where it was coming from (goodbye surprise) and then she remembered that received a call on the 23^rd saying it would be delivered on the 24^th — and then with the craziness on the 24^th she didn’t think about it being delivered. I look on the website and the order says «undeliverable» with no other details.
The next day I called Customer Service (call 1), explain the issue and ask why I wasn’t contacted when the arrangement wasn’t delivered. They lodge a complaint with the store and I’m to expect a call within 48 hours. Tuesday afternoon I called CS back (call 2) because I still hadn’t heard from the store. The store finally calls me (call 3) on Wednesday morning. A young woman explains to me that they have to do an «investigation» and my options at that point are to redeliver, get a credit for the arrangement or take a partial refund. Ok — a couple of issues with those options: the recipients are traveling now and so no redelivery, these are the only people I know in Nashville — who am sending another arrangement to?, CS called you on Saturday — why was the «investigation» not completed before you called me? And finally why on earth would I want a partial credit when the store did not deliver the product nor did they communicate with me at all? The young woman is of course not able to answer my questions and calls the owner of the store — Kim Constant. She gets back on the phone after consulting with Kim and reiterates the options. I ask to speak with Kim and am told that’s not possible. I call CS back (call 4) immediately and explain the options I was given and the sheer ridiculousness of expecting me to take a partial refund — they lodge another complaint with the store and tell me the store has 24 hours to resolve the issue. Thursday morning I get another call (call 5) from the store — a different young woman this time — who reiterates the same drivel about a partial refund. I am very frustrated at this point and feel badly for venting to this young woman — I apologize to her because I feel it’s reprehensible for the some college kid who’s probably making minimum wage to be addressing an irate customer with a legitimate issue, instead of Kim Constant who is the store owner. And so, no resolution. CS called me back (call 6) and says that if the store doesn’t resolve the issue by 3 PM that day they will issue me a full refund check. Of course there was no movement on the part of the store — no call from Kim Constant, although I asked both girls to ask her to call me — and a total of 7 calls back and forth to resolve the issue (CS called at 3 PM, apologized profusely, and is sending me a full refund check).
Here are the key take-​away points: the store didn’t deliver the arrangement — not on the scheduled date or the date said they would, they did not call me to tell me that there had been no delivery, they never explained to me what the «investigation» yielded or why there was no delivery, they expected me to take a partial refund when they did not do their job, and owner of the store — Kim Constant — doesn’t feel like she needs to deal with customer service issues in the shop that she owns.
I have ordered from EAs across the country and have never had an issue — but I will never order from this store again, it just wasn’t worth the aggravation!