Complaint Regarding Order #***

Dear NetFlorist Customer Service,

I am writing to formally lodge a complaint regarding Order Reference ***, which was placed by my husband for delivery on 15 August 2026, my birthday.

The flowers were intended to be a birthday surprise and were scheduled for delivery on the specified date. Unfortunately, they were not delivered as promised. What made the situation even more disappointing was the complete lack of communication from NetFlorist. Neither I nor my husband received a phone call, email, or any explanation regarding the delay.

When we checked the order status on the afternoon of 15 August, the system indicated that the flowers had been delivered and signed for, which was incorrect. This caused confusion and concern as no delivery had taken place.

As your offices were closed on Saturday and Sunday, we were only able to contact your customer service team on Monday. It was then that we were informed that the flowers could not be delivered on Saturday as promised. We were advised that they would instead be delivered to my workplace. However, the flowers were only delivered at approximately 18:00, long after I had left the office.

At no stage did anyone contact us to explain the delay, discuss alternative delivery arrangements, or offer an apology for the inconvenience caused. The combination of the missed delivery, the inaccurate delivery status, and the lack of communication completely ruined what should have been a special birthday surprise from my husband.

While I understand that unforeseen circumstances can arise, I find the level of service provided in this instance unacceptable. Customers should be kept informed of any delivery issues, and order statuses should accurately reflect the delivery situation.

I request a formal explanation as to:

Why the flowers were not delivered on the agreed date. Why the order was marked as delivered and signed for when it had not been delivered. Why no communication was provided regarding the delay. What steps NetFlorist will take to prevent similar situations from occurring in the future.

I would also appreciate an appropriate goodwill gesture in recognition of the disappointment and inconvenience caused.