NO INTEGRITY OR CUSTOMER CENTRICITY

I placed an order with Netflorist for a father's day gift on 3 June 2022 for delivery on 18 June 2022. The order was for a personalised laptop bag for a father's day gift my kids would gift their father. When I did not receive the order, I tracked it and it was still on "order placed", meaning they have still not processed my order. I then sent them an e-mail on the day, 18th June, advising them that I have not received the order, hoping they would deliver on the 19th (not ideal as my kids had planned to surprise their daddy with breakfast and a gift in the morning, but what was important was receiving the gift on Father's Day at the least). I received no response to my e-mail and followed up with them around 10am and was told that the order was not processed as they did not receive the personalisation details and I did not respond to their calls and e-mails on the 17th and 18th. I then sent them screenshots of my calls log showing no missed calls from their company and also no e-mails received, none in my junk folder either. They maintained their story that I did not provide my husband's name and surname. I then sent them a screenshot showing that their system will not process the order if the personalisation details and declaration are not provided. I also asked them to provide proof that I was able to proceed with the order despite not having provided this information. I am still awaiting this evidence. They sent me a fabricated e-mail that they apparently sent to me on the 17th and said it could've landed in my junk folder...WOW! They had a full 2 weeks to process this order and chose to come up with this lame excuse for their incompetence. When I logged on to their system again, I noticed they had now moved the item progress to "preparing order" stage...WOW?! I am shook by this appalling behaviour of dishonesty from a company I've used and trusted multiple times over the years. Portia will be the end of this company if she continues with this dishonesty. I really hope I'm the only customer/family to have been disappointed by the company today. I am so hurt, frustrated and disappointed by this. They have managed to ruin this special day for my kids. Had I been informed timeously, I would've made alternative plans with my kids for their father's gift. Clearly I am some tech guru and managed to override THEIR SYSTEM RULES and somehow managed to add the item to my basket without providing my husband's name and surname, as well as completing the declaration for the personalisation. They have truly managed to spoil this day for my family. They should really add integrity to their company values, the level of dishonesty I witnessed today was absolutely appalling. The agent also disconnected the call when I asked to speak to a manager. They have absolutely no respect for their customers and their sentiments. This was meant to be a special day for my kids and their father, but Netflorist has managed to completely ruin this day for them, causing us to run around trying to get a new gift and cards. Mcim...I'm so frustrated, I feel helpless. Such incompetence...one would even wonder if they are doing this because my husband is a foreigner. I'm sure if his name had been South African or English, they would've printed the bag with no issues. Absolute ******* behaviour.