Poor service. Missing items

Very disappointed. I ordered 3 days in advance. My order was for flowers and a personalized item which required a picture. I loaded the picture successfully on the site when the order was placed. Only flowers was delivered. Personalized item and card was not. When I enquired the missing items. Was told that they emailed and called me requesting a picture for the personalized item. I did not recieve an email nor a phone call.