My mother ordered a dozen yellow roses to be delivered on my 40th birthday.  The flowers were delivered a week early, even though the correct delivery date was printed on the attached card.  When I called to explain what had happened the salesperson apologized and said the order must have been placed in the wrong box.  She said "I guess you get to enioy flowers a week early".  She made no effort to correct the error.
My mother then called and the salesperson eventually agreed to deliver another dozen roses on the correct day at no additional charge.  The flowers did not arrive on my birthday. When my mother called to discuss the situation she was told that there had been a death in the florist's family and the order didn't get passed along to her employees.  She said there would be an additional charge for the second delivery and that I had refused a second boquet.  I was not contacted regarding a second boquet.  The florist eventually agreed to reverse the charges to my mother's card. 
The employees were not proactive at solving the problem and were dishonest when they claimed a second delivery had been refused.