Can not count on Netjewel for special occasions

I ordered on the 5th of Jan a few items from netjewel my order number ********** 70 one being a birthday present for my best friend from her boyfriend I helped him pick a pinky promise Pandora charm among other jewels , the promise date was to be delivered on the 10th and that was 100% because her birthday was the 11th. the next day netjewel emailed me that one of my products will only be ready the 13th but luckily not her birthday present I phoned and told them that fine , so come yesterday the 10th my charms was delivered and instead of a heart pinky promise charm I received some round looking blue and pink stone charm , I phoned them no problem I must just send a picture of the product I received NB this was yesterday morning at 8am by 2pm I sent an email again asking any news?? no reply so I sent the lady that first emailed me telling me my other product will be ready on thursday AGAIN STILL NO REPLY so now its my best friends birthday her boyfriend is furious with me suggesting to order from net jewel he has no present for her and no one is getting back to me maybe they should concentrate more on customer service than the advert they keep on playing on the radio that they are the go to place to order for special occasions next time I will no count on them if it comes to my friends and family special occasions