Bad Service

I just want to say that I am very disgusted in Netflorist. I have bought a couple times and they were fine but this particular time i bought a Pandora Charm for my wife for Christmas. She was complaining that the little door kept on opening, then eventually the door actually unclipped and luckily she saw it. I then reported it to netflorist and they said I need to send a pic which i did, then they sent someone to collect, i have sent numerous mails asking what is happening, all they do is send back automated responses, and no-one gets in cantact. I had to phone and ask what does it mean on the site that they say they have delivered another charm, i never received anything , apparently this is the way they do collections, very confusing, but still no feedback. Utterly useless and I would like a response ASAP!!! Order Number ***