Extremely Disappointing Service & Lack of Accountability from NetFlorist

I have had a rather unpleasant experience since Friday with your customer service, and I am extremely disappointed in how this has been handled. What was meant to be a special anniversary gift for my spouse — the only gift — ended up being a complete failure due to NetFlorist delivering the incorrect item.

What made the situation worse was not just the mistake, but the lack of urgency, empathy, and basic accountability shown thereafter. I kept receiving generic responses via WhatsApp acknowledging how “NetFlorist takes our expressions of love seriously,” yet nothing about the situation felt like it was being taken seriously.

After my encounters with both the WhatsApp team and your call centre, I’m honestly unsure how I feel about the brand anymore. I expected more — I entrusted NetFlorist with something meaningful, and I was let down.

To add insult to injury, I was told the driver had “spoken to me,” which is entirely false. When I requested a refund, I had to repeat myself multiple times and still received evasive, robotic replies from a so-called “collective WhatsApp team,” with no named accountability, no timeline, and no clarity on next steps.

I am at the point where I am no longer waiting for your investigation to be finalised — I am hereby instructing, for the fourth time, that you process my refund immediately.

This experience is frustrating, deeply disappointing, and completely unacceptable. I expect a full refund processed to my original payment method without further delay or administrative runaround.

Sadly, after this experience, I no longer feel confident in ever using NetFlorist again — and I wouldn’t wish this kind of stress on any other customer during a moment meant to be special.