Pathetic Product and Service from Netflorist

I ordered flowers for Valentines day. It was delivered to my partner, but looked vastly different to the picture of the bouquet that appeared on the website. The arrangement was shockingly bad. To make things worst, the flowers had already started to turn black and just looked terrible. I was shocked to see pics sent to me by my partner. Apparently her colleagues at work laughed when the flowers were delivered. I contacted Netflorist the same day and requested a replacement or a refund. The person at the call centre told me to email [Email Removed] and explain the issue, which I did. He promised me there would be a reply the same day. A week later I had not received a reply so I called the call centre again. The agent promised me I would be contacted the same day, because he would escalate the issue. Nobody has contacted me yet and it has been almost 2 weeks since I sent the email. When I phoned, the agent told me I could not talk to anyone else and he would personally escalate the issue. This is amongst the worst service I have ever received from any service provider. I expected much better from Netflorist. They have lost me as a returning customer.