Poor Service and ridiculous reasoning

Poor service! Ordered a personalised keychain, which was delivered incorrect and printed not centred (let alone the quality was definitely not worth R250,00). Been waiting on a reply for over two weeks, always got excuses and the info they are waiting on feedback from the department. It was supposed to be a christmas gift. Now I demanded a refund and threatened with a bad review and they said they can collect on Saturday and send replacement. Absolutely ridiculous. Told them I wanted a refund and that I threw out the keychain. They would through it out anyway as it was personalised. Now they told me they have to charge me a collection fee - for NOT collecting an item. Stay away from Netflorist. Not the first time we got disappointed.