Wilted Service from NetFlorist

On Tuesday, 14 May,between 10h00-11h00, NetFlorist delivered a pot plant to me. It was a gift. The plant was in poor condition, in no way resembled the plant featured on their website, and the pot was chipped. I immediately phoned the NetFlorist helpline and was asked to email pictures and the delivery reference number and the plant would be replaced. The email address was ********** I did this. And heard nothing further - no acknowledgement of receipt of email, or a phone call to discuss the problem. No replacement plant arrived on Tuesday. On Wednesday I followed up. I sent another email this time with a screenshot of the plant featured on the NetFlorist website and which did not resemble the plant delivered. The plant was purchased for R389). I also made a follow up call and was assured Thabiso, the person dealing with my complaint would get back to me. I am still waiting for either a mail or a phone call. No replacement plant arrived on Wednesday. Yesterday, Thursday morning I made another call to NetFlorist's helpline. I was asked to stay on the line while the person checked with Thabiso - after eight minutes of waiting and listening to music, I hung up. I then engaged with the NetFlorist chatline, explained the problem, and the amount of time (and money in airtime) it was taking to sort this out. The person/bot on the chatline was in no way sympathetic. When I said I wished to speak to a manager, I was told to send my complaint via email to ********** The person/bot then told me a replacement plant would arrive in the afternoon. The plant did not arrive. It is now Friday. I have had no acknowledgement of my complaint via email or phone call from anyone at NetFlorist. This is appalling service. Actually it is not service. I expect an apology from NetFlorist and I expect them to deliver a plant that largely resembles the one pictured on their website. I doubt I will receive either. NetFlorist's tagline is "Just be Nice". Hah!