Netflorist - Shocking Customer Service

I have never experienced such shocking customer service as i have with Netflorist. Months ago, I ordered a diary online, which got posted to the wrong province - Netflorist was at fault as I did check my invoice and the address provided by myself was correct. When the diary eventually was delivered the box in which it was delivered was battered and broken, while the diary was forced inside (the box was to small for the diary). The diary was damaged on each corner as well as the pages inside. I was very disappointed and so contacted Netflorist with my concern. After this I spoke to about 4 different people who put me on hold each time for approximately 15-20 minutes. No one ever bothered to contact me back, even though my details were taken down, in order for them to contact me regarding the progress . The staff also stated that the diary would need to be collected and evaluated before a refund could take place. I waited approximately 3 weeks for a collection of the diary and in that time I contacted Netflorist AGAIN, reminding them of my order number and yet another explanation of what had happened. The item was collected approximately 5/6 weeks ago and since then i have had absolutely NO feedback from Netflorist. I am so beyond angry as I have been nothing but understanding throughout this entire process and feel that the least they could do is keep in touch with me regarding the status of the item. I have always been a loyal Netflorist customer and also have recommended the online company to many colleagues. I will not be purchasing off this company any longer and will also be ensuring that i tell all the people i can how SHOCKING their customer service is. They are very quick to take their customers money, but that is all!!!!! Netflorist still owes me R400.00 . Absolutely shocking.