Exceptionally Poor Service

I received an electronic voucher valued at R100 off R300 on 7th November. When I tried to place the order, I could not redeem it. I then called the call centre and chatted to Monique on 7th November. When I did not hear back from Monique or Netflorist, I emailed again and Monique said that she had emailed me to state that I did not qualify for the voucher as I placed my order after Midnight. She **** as I did not receive this mail. She also said that I placed my order after midnight (which was also a lie as the invoice clearly sates the daytime of the order). Whilst all this was happening, the sad state of affairs at Netflorist continued. I received a mail on 8th November stating that the poinsettia I had ordered is out of stock and it will be substituted with an amaryllis (note there was no out of stock or low stock message on the site when the order was placed). I not agree to the substitution. To my horror, I received another mail stating that the delivery was complete. I have done a comparison of the double amaryllis and poinsettia and the price difference is R100, how can a R100 cheaper product be substituted? Four things 1) There was not OUT OF STOCK or CAUTION, LOW STOCK message on the website when the order was placed 2) There is no mention in the Terms of Conditions that orders will be substituted for other alternatives in the same range 3) How can a R199 plant be substituted for a R99 plant? without my approval? 4) I have sent several emails to Netflorist addressing the three points above, addressed to the Customer Services manager and Marketing Manager and I have not received a response, seven working days after the order was placed. Their call centre agents are poorly trained and they do not value the customer at all as none of my calls were returned. I have also sent more than five emails requesting a response to a letter that took me more than an hour to write. I even wrote a note on their facebook pageTo date, I have had no feedback or responses. I am appalled and disgusted that Netflorist runs a ******* business model where they cheat and ***** from their customers. I am shocked that I was ****** of R200 (coupon and substitution) and yet they don't give a damn.