Unprofessional business

I ordered a anniversary personalized clock from Netflorist, upon setting it up, I noticed they sent us the incorrect needles, the board was so sticky that every bit of dust and dirt got stuck onto it. After numerous calls to them, eventually I was told that the clock will be collected and I would receive a new one. They assured me it would be collected on Friday, It was however, collected the following Monday and 3 weeks later, still no anniversary gift. It's an absolute mission getting in contact with the person handling your query and no one ever keeps you updated or returns your call.