Why have they become a ******* and tearing away at a good thing?

Not sure what has happened with their customer service in general. It started with them advertising Lindts or Fererros and delivering Cadburys. Then it was bouquets being halve the size they should be(pics from the people being gifted were shocking). Now it's personalized gifts being slapped with stickers instead of engraving as it used to be. The cutting corners is really tacky and takes away from the experience not only for you purchasing the gift but for the recipient as well. The cherry on top is the customer service agents who you can tell aren't even bothered and couldn't care any less about your query. It's appalling to say the least.