Abysmal Service and Missing Items

I am writing to express my profound disappointment regarding an order placed on 21 January 2026 at 9:21 am. This order—flowers and an added cake—was intended for my wife to celebrate our 20th wedding anniversary, a milestone your company managed to overshadow with gross inefficiency.

Despite ordering well in advance, the flowers only arrived at 7:41 pm on 22 January. It is staggering that a delivery within Johannesburg takes 34 hours to complete. Furthermore, the cake I was prompted to add and paid for was never delivered.

What I find most unacceptable is the lack of transparency:

Customer Support Hypocrisy: I attempted to resolve this via your web bot, only to be told I was "outside working hours." It is unacceptable that Netflorist is happy to deliver after 7:00 pm but refuses to provide support to customers during those same hours.

False Reporting: I received an email stating the "full order" was delivered. This is factually incorrect.

Ethical Concerns: When I finally made contact on 23 January, it became clear that Netflorist was unaware the cake was missing. Had I not queried this, your company would have happily kept my money for a product never provided.

This lack of communication and accountability is devious and entirely beneath the standards one expects for such a significant occasion. I expect an immediate refund for the missing item and a formal explanation for this series of failures.