Good deal on getting the replacement from Heirloom... that should be standard practice. It's always been my policy to praise my colleagues to our bosses, or praise good service from vendors. It's easy to complain. I've been ordering from Heirloom for many years (back in the day with the original owners, and now from the new owners), and I have never received a mis-labeled rose from them.
I ordered 5 roses from Edmunds last year (first time since they changed hands, I used to be a regular customer back in the day). Maria Shriver turned out to be New Dawn. Maria was one of the two roses I really wanted (only available from them, and those two were the only reason I ordered from them), so I was sad. After 30 minutes on hold in May, I was told my credit card would be credited back, nothing happened for months, then I got a check in the mail from them this fall. So I guess eventual kudos.
It's a tough business.