BAH HUMBUG! The White Company ruin surprise!

AWFUL, AWFUL EXPERIENCE AND CUSTOMER SERVICE! I have been a loyal customer of The White Company for many years, but no longer.My experience is an absolute catalogue of errors that disappointingly leave me with the opinion that they advertise this marvelous customer service, however they do not back it up with heir actions. 1. I placed an order 6/12/14, Large 3 wick Winter candle and lid, gift boxed with a message as a surprise Christmas gift for my god-mother, in plenty of time to be delivered. Delivery was quoted by 13/12/14. 2. I received an email 11/12/14 advising of a delay, 3-5 days, but also a date of 20th Dec. The same day I receive a phone call from m god-mother saying she has received a package from The White Company, which has enclosed a gift box ........ AND A DELIVERY NOTE ADVISING THAT ENCLOSED IS THE CANDLE LID AND THE CANDLE IS TO FOLLOW! GREAT SURPRISE ! ...... RUINED! 3. I contact the white company and the reply received is ........ "Thank you for your email regarding your order. I'm truly disappointed to learn of all of the issues that this order has caused you and that your Godmother received the delivery note which ruined your Christmas surprise. I completely understand and appreciate your frustration. This certainly isn't the kind of shopping experience that I like to hear of and definitely does not represent our high level of service and quality that we are normally so proud to offer. I'm keen to look into this further for you, however, I am unable to access your account with the information provided. I'd be grateful if you could please reply, at your earliest convenience, confirming your order number and full billing address. I can then investigate this for you." MY ORDER REF IS IN THE SUBJECT LINE OF THE EMAIL ! I emailed 14/12/14, reply received 18/12/14! 4. I reply, a response is received 21/12/14, 3 DAYS BEFORE CHRISTMAS advising that the Winter Candle is out of stock and as a goodwill gesture would I like them to send a signature candle to my god mother...... bearing in mind this is a small candle and she has a large candle lid! Or they would give me £20 towards a large candle ...... also noting that I have already been charged £5 for a gift box for the lid! I think the least they could have done was send a large candle free of charge! I won't be buying from them again!