Moon Pig Ruined Surprise, Shocking Customer Service

I've often used Funky Pigeon in the past without a problem and was confident that Moon Pig were much the same.

I prepaid thinking I'd use them again and made up a photograph mug to send as a surprise gift. Given the option of a message card to go with it, I also created one of these.

A few days later the card which was supposed to go with the gift arrived, but not the actual gift.

When I queried it, I was told that there was a production problem and so they sent the card that should go along as a gift tag separately. Apparently so it wouldn't be delayed, despite the fact that it kind of ruined the surprise with the Recipient asking me was there supposed to be something with it.

They promised me it had been despatched. Two weeks later I enquired again and was told that the post had lost it or I'd given them the wrong address. Although that was the same address they had managed to post the card to.

The email basically blamed everyone, but Moon Pig, but were very gracious in offering to send again the product they had twice failed to deliver, 'at their cost'.

I asked for my money to be refunded and didn't get a reply. I have since sent in two support tickets for a refund and more than a month after first ordering the product have not yet received a reply.