Incomplete delivery (***)

I ordered flowers for someone special's birthday, and added chocolates and teddy bear to the order. The teddy bear was however not delivered. I spent the whole day trying to engage Netflorist with no success. Initially I was promised that the missing item will be delivered on the same day, which wasn't. All my follow up e-mail were met with 'the query has been resolved'...and yet still not teddy bear. I have had excellent service from Netflorist over the years and was hoping that this was a minor oversight, but the running around I got trying to sort it out makes me doubt I'll ever do business with them again.