That's not what I ordered

Ordered and received: Ordered a Hat Box with pastel roses (NETSP269), however received a fugly box with pastel roses (NETSP2799). For delivery 1 Nov 2017.

Price difference + delivery: NETSP269 - R449.95 NETSP2799 - R269.95 Difference - R180 (should be owed to me) Delivery - R69.95

Call center agent: As discussed (1 Nov 2017) with the call center agent, he agreed that there is a major difference as to what was received and an exchange would have to be made to ensure the correct product is delivered the next day.

The next day: I received the following email:

"Hi I have escalated the query and quoted the t's & c's as advised by the manager. Kindly read through below quoted! Terms And Conditions The nitty gritty

General:

Even though our florists and hamper team select only the freshest flowers and edible items available, please note that delivered floral products, as well as all other products, may vary slightly in appearance when compared to images on the website. This is due to the nature of the product, with factors such as non-availability of certain products being taken into account. That being said, we take great care in ensuring that all food stuffs, flowers, greenery, fillers, containers and accessories are substituted with equal or greater value and look as similar as possible to the product displayed on the website.

We reserve the right to make these substitutions without notifying the customer, unless substitution is significant. In these cases, we will attempt to contact you although we are not obligated to do so. "

Conclusion: So apparently they seem to see it fit to replace your order with a cheaper product if they cannot complete the order without having obligation to tell you that because they seem to think that the difference is insignificant and the customer will just shrug it off?

Refund my ****ing money you swines!!