How not to report errors

Several days ago I wanted to send flowers to my mother's birthday party in Russia. I did that before, and used florist.ru, it worked for me well couple of years ago.

So I tried again, and this time it did not quite work. Here is the flow:

me: ordered flowers, entered my credit card for a payment
florist.ru web site: your order is good, payment ok. Got confirmation email.
florist.ru human support: sorry your payment failed, could you enter your credit card again, please.
me: enter credit card, it did not work. Entered another one, the site confirmed the payment
florist.ru: sent me an automated message that my order is cancelled.
me: ordered again, entered my credit card for a payment
florist.ru web site: your order is good, payment ok. Got confirmation email.
florist.ru: sent me an automated message that my order is cancelled. No explanation or anything.
me: I googled: "florist.ru competitors", and the very first link was an interview with the company founder and CEO, where he talks about how his company is better than the biggest competitor: sendflowers.ru
me: Order at sendflowers.ru, all works.

Sure issues with payment processing is not their fault, but the way their web platform treats these failures is.