Quality of product abominable, service even worse

I ordered the “I love you mom” floral arrangement for her birthday on the 18th of Feb 2019. What my mum received was extremely disappointing. Firstly, the vase (a mug) which was meant to say “I love you mom” was replaced by one that said “Happiness in a cup”. Secondly, the floral arrangement was nothing like what I had ordered – the roses were miniscule and drying, there were meant to be purple flowers in the arrangement as well but all I got were pink and green and overall, the arrangement looked like something I could have picked up far cheaper at a street market. I have never experienced this with Netflorist before – when something I order is so completely different (in a negative way) to the picture. I am happy to pay the premium prices with Netflorist provided that what I receive meets my expectations. I do understand that in some instances substitutions for flowers have to be made, however, in this instance it was not a substitution. The quantity of flowers was decreased, a whole colour of flower was missing, and the quality of the flowers (the roses) was abominable, not to mention that the cup was changed as well form what I ordered.

I emailed customer service on the 20th of Feb and received a response from one Adrienne David on the 21st of Feb indicating that Netflorist will give me a voucher. I responded with the requested details (my order number) and also requested that this particular supplier be taken to task by Netflorist because this is going to cause them reputational damage. It is not the 11th of March and I have received no voucher nor further response from Netflorist.

Order number: ********** 26 Ticket complaint number 1: # **********