Poor Pathetic service for my first time purchase. Never again

I purchased an item for a gift for someone and had it personalized as per the advert. When I received it the wording that I asked for was wrong. I spoke to 3 customer service consultants and all three asked for me to take a pic of the item and send to them via email which I did. I also spoke to these three individuals. The third person said they sent me an email and I must attach the pics which I duly did. He promised that he will respond via email. Still waiting for a response. I asked for a refund and for the item to be picked up and was told that they will collect and refund will take place within 5 days. Pathetic and poor customer service. Definitely will not recommend any of the people I know to purchase from Netflorist. They have an email which is orders@netflorist for queries but clearly no one answers this if they make customers wait.