Absolutely Useless Customer Service

Booked a Valentine package on their website. Received email with order number which said successful. On my profile it shows no order and the tracking number does not exist. Spoke to 3 consultants over 2 days with no joy. Got the same answer - order is stuck in system and will send to manager and after 15 minutes your profile will be update. 2 days later and the matter is still not resolved.