A special day ruined by Netflorist!!!!

I ordered 2items well in advance for delivery to my special person on Valentines day 14 February 2022.

By 9:52am on delivery day I received email confirmation that both my items were on its way to delivery.

I was already quite shocked that with the scale of business that Netflorist possess being the market leader that it did not seem to have any central controlled/managed logistic department and that each item was being delivered separately. Nevertheless the terms and conditions do mention this possibility so it was accepted.

My recipient received the 1st item around lunchtime, flowers only which did not include my valentine message which was due to come along with the second item.

After lunch I proceeded to call and follow up with delivery of the main second items delivery. I could not be provided any expected time but was reassured that the delivery was out since the morning and will be honored.

I continued to follow up both online as well as telephonically and was reassured that the delivery will be made. The call centre was due for closure at 5pm. At this time i was already back home with the intended recipient and made another call to follow up. I was then assured that although the call centre closes at 5pm, deliveries will continue for all residential addresses until 8pm. I still had hope and eagerly waited to see first hand the look on my special persons face receiving the second item.

Nearing 8pm the item did not arrive, i went on my online profile only to see a status change on the item as "Non-delivery action required"

This status did not make any sense to me and instead just gave me final disappointed. I tried to message on the online platform and received a response from an agent who checked and advised that the delivery was attempted at 17:46 and that we were not reachable.

The information provided as a reason was completely false as both myself the customer and the recipient were together in the same house awaiting the order and neither of us was contacted. The guard house of the complex confirmed the same that no delivery vehicle was at our premises at the time.

This is completely unacceptable and my special day was spoilt.

The company has a long standing reputation and is a market leader but urgent action is required and consideration to invest in centralized logistical planning and monitoring processes to remain at the forefront of the industry.

This was a really disappointing experience and I will in the future refrain from placing any trust on the supplier and spread the word of my sour experience to friends and colleagues.

Order Number: *** Non-Delivery Item: ***