False advertising and BAD customer service!

I ordered a personalised item from the website as a wedding gift for a colleague. When I received the item it looked TOTALLY different to the picture on the website. It was a doormat with wording on it. On the website the picture shows the wording covering 80% of the mat, but when I received it, the font was SO SMALL on the mat and basically just sat in the middle of the mat??? It was not totally hideous, but it was not what was advertised. I called into the call centre to ask if they could redo it and why it did not look like the picture on the website. The call centre agent, "CHARLES" had no intention of listening to me. He had no intention of helping me either. All he did was DEFEND the mistake. He put me on hold while he "investigated" what happened. He went on to tell me that I had been happy enough to order and pay for it, so what has changed? He made me take a picture and send it to him so he could see the difference. I did that. He then argued that there was no SIZE given on the website, but I pointed out that they also DO NOT SAY that the picture in the ad was a "representation of what they do and that it could differ". So BASICALLY - what they are advertising is NOT what you will get and they don't care to explain why. I was very excited and impressed with the fact that they could do a next day delivery on a personalised item, HOWEVER, I would have WAITED if it meant they could actually do what they PROMISED. I called them again this morning. Spoke to a female who said she could see the error and that she would call me back. After an hour - no call back. Called in again to find out that she had not even recorded the call and conversation we had. Spoke to a guy this time, Virgil, who put me on hold to investigate, once again. He tells me it CAN be fixed, they can reprint it, but I will only get it the following week (Too late for me). If they first guy - CHARLES - had actually HELPED yesterday I could have received the CORRECT ITEM today, but he chose to tell me there's nothing they can do. I am laying a formal complaint against him - not that it would make a difference, but here's to trying.