Disgraceful service ruined a happy occasion

NetFlorist has been an extreme disappointment. I am thoroughly disgusted with the lack of service and feedback as well as the total incompetence of both NetFlorist and their agent in Mokopane. I placed an order (***) at 09:20 this morning and gave an accurate address for delivery. Nothing happened; the order tracker on the NetFlorist gave no useful information and I received no communication from NetFlorist. I phoned early afternoon (13:20) to enquire about delivery and was asked for a different address, which I didn’t have. I knew that it was on the corner of Van Riebeeck and Schoemann streets and that the number was either 69 or 96, so a maximum of four houses for the delivery driver to check. I provided NetFlorist with this information. If the precise house number was critical due to the lack of initiative of the delivery driver, why was I not asked to confirm it at the time rather than, once more, NetFlorist sitting back and taking no action and why could not NetFlorist communicate with me if there appeared to be a problem? Still no feedback by 15:30 from NetFlorist and the flowers had still not been delivered. I phoned again at 16:50 and was fobbed off with the excuse that the driver could not deliver without the house number, despite having only four houses to check. After phoning the intended recipient (thus spoiling the surprise) I gave NetFlorist the house number and was promised that delivery would still take place. Unsurprisingly, it didn’t! It is now 18:21. NetFlorist obviously does not care about its customers. When I asked why it wasn’t delivered to the school address that I originally specified, I was told that NetFlorist’s agent in Mokopane “thought that the school might be closed” so did not bother with the order. A simple phone call to the school or to the recipient would have confirmed that the school was, indeed, open and that the recipient was there, so there was no reason not to deliver. That your agent failed to act on my order because of an unchecked idea shows contempt for the customer and the recipient as well as a complete lack of care and service. NetFlorist has spoiled what should have been a happy occasion.