Terrible service and no response from NetFlorist!

I had ordered a vase of tulips for my mom on Mother's Day. The flowers arrived, badly arranged and some of them drooped over with the most impractical vase. I immediately contacted NetFlorist and someone responded to me saying they would come and replace the flowers on Monday. Still no one has replaced the flowers but worse is the fact that all communication has been ignored and I have got no feedback from the lady who made false promises the first time or to the new emails I had sent to their care account.