Pathetic service received after NetFlorist makes a mess up with my order.

I am highly disappointed with the service or should i say non service received by NetFlorist. I ordered a bouquet of roses that contained Lindt chocolates in the middle(Luscious Pink Rose Blossoms) for my wife as a surprise. When i spoke to her i had found out that they had delivered a small plant instead. I immediately contacted them to rectify what had transpired and sent through the pictures in an email of the wrong item that my wife received. I was then ensured it would be corrected and i will receive a box of chocolates for the inconvenience. I understood that it was a mistake and allowed them time to rectify it. However, after the conversation i had no idea what was happening or when it would be rectified.I then sent him an email to follow up that afternoon(which i received no response) and had to call in again to speak to the person i emailed, the agent answered advised that the individual was not in and that i should call again. When i called again another agent advised that the individual had left for the day and that i should forward the original email to another person to assist, which i did. I had not received any reply to that email either. The next morning i had called in again and i asked for the initial individual i had spoken to as they had the history, however i was advised that he was on a call and that they would try and look into it, after five minutes the agent advised that the initial individual was not in that day (Contradicting he was on a call earlier). The agent then went to the second individual i had spoken to for assistance and advised them that the delivery needs to take place today. I asked them to please update me on the progress as i have had to keep calling in to follow up on the progress. Further to this i requested if the delivery can happen before 3pm as my wife leaves work at that time. I was assured that they will try their best to assist. I then received an email to advise that they are hoping to have the item delivered today and if i don't get it by 2:30 i should call them again. I then called them and the new agent advised that the system has it to be delivered the next day(Contradicting what was told to me via email and call). Till now we have not received anything. This is really a pathetic service. I had been passed around from pillar to post and no one has the decency to keep me updated on the progress. What was something so romantic had turned out to be a complete nightmare and has spoilt the surprise i had for my wife. This is really not acceptable as we are paying for the service. The least they could do is ensure that their mistake was fixed and the customer was happy. I was not being difficult and was in fact very patient, however, there is a limit to everything. I will never use them again as the service was really horrible. Hoping to have this resolved as soon as possible.