Union Blooms Floral

To say that I am highly disappointed in my experience with Kelly would be a gross understatement.
My mother and I met Kelly for an in person consultation. At the consultation, I provided her several photos of what I wanted. I told her I wanted to order 2 «mock» bouquets. I had 2 portrait sessions scheduled that I needed flowers for. I requested that these be a smaller replica of what my wedding bouquet would look like. Also, at the consultation, I paid her a 50% deposit for our wedding.
A little over a week before I needed the first bouquet, I sent her a message to confirm. She told me I would be picking the flowers up on a Friday. I didn’t need them until Monday. I asked if they would still be ok by Monday, to which she answered yes. I met her to pick up the first mock bouquet on Friday, January 23^rd, late, in a dark parking lot. I was immediately disappointed when I saw a type of flower that I specifically told her I didn’t like. Once I got in the car and turned on the light and started to further examine my bouquet, I only grew more upset. Some of the flowers were dead or dying. Many of them were just shoved in the bouquet, squished together, and some were sunken in so you couldn’t even see them. The flowers weren’t spread out (if there was more than one of something, they were all together instead of spread out). Out of everything in the bouquet, there were only 3 things I asked for and there were several things I told her I didn’t like. The pearl pins weren’t even close to straight. It looked like it had all just been thrown together at the last minute. Also, while I was picking up the bouquet, she informed me that she hadn’t even really gotten started on the flowers for the wedding she was working the very next day, which I felt was very concerning and unprofessional. Way to instill a sense of confidence, right?
When I got home, I looked at her facebook page and saw some photos she had posted for the wedding she was doing the next day. What she gave me included many of the same flowers from that bouquet. I suspect what happened was that she forgot about my order, and just used leftovers from what she had for that wedding. She just didn’t place the order for my flowers. You would think that if you are working with a bride, you would want to make sure the first time she purchases something from you gives her the confidence in your ability to provide a satisfactory service/​product for the wedding. But I guess she doesn’t care about first impressions.
When we contacted Kelly to tell her how upset we were with her work, she stated that this bouquet is not what my wedding day flowers would look like, even though that is what I requested and paid for. But when she handed it to me, I, along with my grandmother and my mother all remember her telling me that this was what my wedding day flowers would look like. We spoke again later that weekend and she told us that because were were unhappy and were cancelling our order, that she would give us a full refund of the monies paid. She promised that refund by Thursday at the latest. Almost a week later, we still do not have the refund, and now she is ignoring us. We have called, texted, emailed and sent facebook messages. She has blocked us from her personal page and is not returning the messages sent to this business page or to her voicemail.
I also feel that the work she showed me at our consultation is a misrepresentation of her work. The photos she showed us in person are not shown on her facebook page. I’m not certain if what she showed us that night is actually her work, or not.
Kelly did not fulfill her obligations, and now we have to pay another florist. All we want is for her to make this right.