Poor service

My son was born on 2 July. Soon after, my mother ordered a personalised baby book for him. She gave it to me on 20 July, as we live in different provinces. We noticed some faults - a page was bound upside down, the order of the pages seemed wrong, and some stickers were missing. I emailed them on 3 August and received a reply from Zenobia on 5 August asking for photos. I sent them immediately. The reply I received (same day) was: I am just waiting for feedback and I will advise you tomorrow regarding the collect and exchange. By 12 August, nothing had happened and I asked for feedback. No reply. On 14 August I emailed again. No reply. It is now 17 August and still nothing. My son is almost 7 weeks old and I can't note any milestones in the book, because I am waiting on Netflorist.