Terrible customer service and ********** gifts!!!

I have placed an order online for a plant your own Bonsai that was supposed to be a gift. It was delivered to me dirty gift bag, dirty contents and not personalized as per my order. I have called customer service and spoke to an extremely rude woman (who should not be working in customer service in my opinion) ***e was rude and not understanding my frustration with the product. And kept saying "Just send me the pictures!"while I was on the phone with her I took the pictures and emailed it to her. She kept saying "Just send me the pictures"... Ridiculous! She then said that they would personalize it and send a new order today. The new order was even worse than the initial one. STILL FILTHY, GIFT BAG LOOKED LIKE IT HAD BEEN IN A WAR AND STILL NOT PERSONALIZED. I have sent the products back with the driver and called to request for a refund. I told the person on the phone what happened and then she put me on hold for 15 minutes. Just to come back and tell me that I will receive a refund within 10 days... Your customer service is pathetic and your products are even worse!!! Complete waste of my time and money!!!