False Advertising

It's the second time that I have ordered something off the website and the product doesn't look like what was advertised. Specifically the sentimental gift I ordered for a death in the family only to have the product not even have the message on it that made me choose that item. I have emailed 3 times and STILL haven't received an apology or receipt of my email. I am so disappointed and refuse to use you guys again until this is sorted out.