BACKMANN FLORISTS

I live in Kansas and my siblings live in other states as well. I called Backmann Florists in Derry NH because we wanted to send my parents an Easter bouquet. They were going to be alone this Easter and my mom is undergoing cancer treatments. Although I spoke with Mary, one of the owners (husband and wife team) and gave her the exact Teleflora item number for the bouquet I wanted, she sent the wrong bouquet I ordered. It had cheaper flowers in it, tacky eggs, and they made it the standard size which was smaller than the one I asked to be sent and charged for. I accidentally came to find this out because in the thank you my mother sent out to us, she sent some pictures of the arrangement. My reaction was "that wasn't what I ordered at all!" I called the florist immediately and asked to have this corrected. He pulled the order, he admitted and confirmed he had the original item number of the bouquet I ordered and they one they sent was a different bouquet. I also forwarded him the pictures from my mom. He said he would take care of it but was very curt to me and quickly hung up. What transpired was unbelievable. I went about my business that day thinking they were exchanging the flowers. They did not bring the right bouquet to my mother's doorstep with a simple apology for the mix up, but sent a delivery guy empty handed to retrieve the flowers they had brought her on Saturday. Naturally, I did not call and share the details of the mix up with my mother because I did not want to stress her out or get involved in the florist's mistake. Perhaps I should have because she was confused when they asked for the flowers back. Because of the confusion their empty hands caused, my mother ended up calling the florist about her gift because she was confused as to why they showed up at her door and asked for the flowers back. In the meantime, I spoke with my mom because she called me to let me know what happened. I was shocked they didn't have a replacement bouquet when it was clearly their mistake. He had also lied to my mother and told her we had changed our minds and ordered the smaller flowers instead! I had to wait until the following day to call him because he and his wife had gone home for the day. When I called today, Tuesday, April 7th, to remedy the situation, he was extremely hostile to me. He refused to correct the problem. And said to me "I've had about 7 conversations about this. You are beating this into the ground! What do you want?!!" Again, another fabrication about the amount of conversations we have had. I calmly asked him to exchange the flowers for the right bouquet or kindly pick them up and refund my money. He shouted no way! When I did inform him we had no choice but to make a public review (yelp, twitter) of this unpleasant experience, he yelled "I don't do business with a*******!" and hung up on me. I am 46, a mother of six and a school teacher who just wanted flowers sent to a relative for Easter Tom the owner is abusive, dishonest, and has no interest in maintaining any customer service. He should not be a consideration to customers who want to purchase flowers. I have pictures but I do not know how to attach them to this report.