Non delivery of my gift set

I ordered a Swarovski trio set as a valentines day gift which was supposed to be delivered on the 10th of Feb. This was not done. On 11 Feb the delivery arrived and it was a wrong item (earrings) which look nothing like the order. Instead of simply replacing the wrong delivery with the one I paid for, I was taken from pillar to post between the delivery team, returns and customer care. It was a complex, fruitless and painful process. Despite mentioning that it was a valentines day gift which they delayed, it did not get what I was promised and what I'd paid for. I did not have a gift in the end. I asked for updates but I ended up calling to get updates which wasted money on unnecessary phone calls to the call centre. Despite my refund, I feel I cannot trust [URL Removed] There was no desire from anyone to help me get the correct item. Instead I was told about suppliers and internal processes. This horrible experience has left a bitter taste.