Netflorist- a bunch of useless service

I bought a bonsai from Netflorist as a gift for my wife for her birthday. We got the 5 year old bonsai which cost over R500.00 looking dead, with a few leaves and the stem loose. Sent a query the same day last week to Netflorist and was sent a ref no and was given a turnaround time of 9 hours. It’s a few days now with no response from Netflorist. Pathetic service. They should never have sent the bonsai in the first place. They expensive for nothing with no great backup service.