I also ordered a balloon (a singing one because, why not?) But didn't receive it. I also sent a message to customer service about this, but no reply.
The arrangement itself was... nice. I can't help but feel that I could have done more with my money on my own, but I understand this is why you pay for someone else to make the arrangement and to deliver it. It just seemed like a bit much to pay for what I did receive. But that itself isn't the reason for a 2-star review, just knock off a star. The fact that I didn't get something offered and which I paid for, then was promptly ignored upon asking for a fair resolution (refund the amount of the undelivered balloon itself) it's what brings the rating down.

Flowers were not fresh, wilted.