Poor quality and no response

I have ordered a Butterfly Crate on the 30th of September. Although it was delivered online the quality was unacceptable. I raised this with Netflorist. I received an email from Daisy Bloom 6 on the 3rd of October to say he has escalated it to the Quality department. I also received an email to say the ticket was resolved. I responded to say it could not have been resolved at is was escalated. I have not received a response and followed up on the 29th of September and 15th of October with no response. Order number ***