Shocking service from Netflorist

I ordered the mixed roses serenade with a brown teddy bear for my wife's birthday. It was delivered the next day. However this did not include the teddy bear but a bottle of sparkling wine instead. Quite embarrassing for me because my wife does not drink. I called the netflorist call centre the next day for them to swap the teddy with the wine which they promised will be resolved on the 30th November. Unfortunately, this did not happen and I called again on the 4th of December and the promised again that this will be resolved the same day. Needless to say, they never arrived to swap the items. I called again this morning 10 December and the agent took my number and promised to return my call within 5 minutes. I am still waiting. The service from Netflorist is absolutely shocking and I will never return as a customer.