Incorrect delivery and no after sales service

I ordered flowers and a GIRL balloon for one of our work colleagues that just became parents. A BOY balloon was delivered.<br> I phoned them the same day and they promised me that they will send the driver back immediately to go and exchange the balloon. This was soooooo embarrassing.<br> <br> The next day I followed up and the balloon was never exchanged. Phoned them again and again they promise to go and exchange and that a manager by the name of Balissa will phone me back.<br> It is now 2 days later, no call from the manager and still no correct balloon delivered.<br> My colleague left the hospital by now and this will never be sorted.<br> I demand a refund as they don't kept their side of the promise.