Ugly cupcakes

I ordered personalised bar one cupcakes for my daughter's birthday to be delivered to her student residence. The cupcakes had toppled in the box and icing was not on cupcakes and there was no personalised message on cupcake like the picture on the website. The icing fell off the cupcakes and some cupcakes had no icing. Supposed to have been VERY special for my daughter's birthday but was terribly disappointing!