Terrible service & an unfriendly and rude agent!

Order number: ***<br> <br> I placed an order on the 24th November as a birthday gift for my Mum, to be delivered on the 12th December.<br> The balloon bouquet was delivered however the watch was not. I called on Saturday and the agent told me it would surely be delivered on Saturday... it was not.<br> I called on Tuesday the 15th, I spoke to Zunaid Dadamia, he put me on hold for 10 minutes, when I asked for his name and surname he refused to give me his surname, instead argued. When I asked him for the reference number and to put me through to a Team leader, he cut the call. This is unacceptable, I am a Contact Centre Trainer and have never heard an agent refuse to give their surname. To argue with a customer is even worse and the put the phone down. I am disgusted with the pathetic service. I had to call back, the next agent gave me Zunaids' surname and said she would call me back... still waiting.