Ferns N Petals — Didn't receive what ordered

Website:

www.fnp.com

Ferns & petals sucks
I wanted to gift my father a personalised message on his birthday so i selected the product "message in the bottle" and wrote a personalized message on it.
But my father received a different message and when i complained about it, f&p team responded with the fact that it is not a personalized product.
Now the question is that if it is not a personalized product then why did i got a option to write my own message.