Defective goods!!!

I ordered a personalised embroided gown from Netflorist, not only did the deliver hours past the expected time the 1st letter of the gown looks like and “M” instead of an “N”. When I called so they can collect to amend this the consultant was less than helpful. She told me there is nothing they can do and also refused to transfer me to her superior so I can take it up with them. She also said I should just return the gown and get charged a delivery fee and a percentage of the price I paid! What an underwhelming 1st time experience with this company I will never use them again and do not recommend that any one else does either.