Ferns N Petals — very poor service

For my order no 6359018 i get a message that the order could not be delivered since incomplete address... Whereas i have had ferns and petals items delivered at that address before and also no calls were made at the number given for recipient. I immediately called at the customer care and the call centre employee immediately says u have to pay additional amount for reattempt. I never expected such poor service from ferns and petals. Don't know if this is a scan for additional payment... Will never order anything in fnp