Feel free to "Just be Nice" to your customers too!!

This is the first and hopefully only negative review I ever have to write regarding my own personal encounter with poor service delivery.

On the 29th June 2020, after having used Netflorist on several occasions, decided to make another order to have flowers, chocolates, and wine delivered to my friend the next day.

Disclosure: I work abroad and found the use of an online service so convenient to fill the gap of not being able to personally deliver something to friends and family. I mean who doesn't love receiving a delivery at your work or home at any given time?

Upon trying to process the payment, technology failed me, as my order did not seem to fully process. I received the OTP from my bank, did the input but the process froze and nothing went through. I tried again, same thing. Then I tried with a different payment card and the same thing happened.

Now, I'm aware this may have seem stupid of me to try three times, but without any confirmation of the order being processed (i.e. NO EMAIL which normally gets sent out from Netflorist when an order is successful) and no deduction off my account at that moment, I assumed it did not go through. But It didn't end there. I immediately reached out to the live chat agent on the website to explain the situation. He/she informed me they would check in on the transaction and let me know. But we all know how these things work, if you don't respond back to them within a certain time frame, the agent disappears. I then proceeded to email the *** shortly thereafter to inform them of my situation, to which I got a response confirming the triplication of my order and that the matter was resolved and I would be refunded x2 of the orders. This all happening on the 29th of June.

The next day, my friend receives x3 bouquets of flowers (note: no wine, no chocolates) delivered to her home. The driver also asked her for petrol money (which by the way is a whole different issue also needs to be addressed). She also received a phone call from a second delivery person later that day to say that she will receive another delivery from the sender (me). This however never happened.

Now to my surprise, I thought the matter was resolved as per the email confirmation, yet x3 bouquets of flowers were delivered to my friend, with a pending second delivery on its way to her. I immediately contacted Netflorist to find out what is going on. They now inform me that there is no wine available, and that I will be refunded.

After following up with Netflorist on numerous occasions, I was assured that I would be refunded within 10-15 working days with a specific amount. It's been a month and I only received a part of payment back. I also haven't received any apology except for an automated "sorry for your inconvenience."

There were many things that went wrong: Firstly, the fact that money went off that was not supposed to go off (which I tried to resolve as soon as possible), then the fact that the "surprise" element was taken away from the delivery because I needed to follow up on the delivery, then the fact that the delivery guy asked my friend to cover the petrol costs (!!) and then lastly, the gift that my friend could never get, with no explanation given to my friend or to me. Only when I followed up, did I get a response from them. I'm still confused about the call for the second delivery of wine and chocolates, when they claimed that there was no wine available?!?

Mistakes happen, but this feels like it was just one mistake after the other that escalated, and where their "apology" didn't feel sincere.

As a company whose sole mandate is to spoil and treat people on special occasions, theirr emails felt like it was more of a generic response, with no real understanding of the depth of the problems. The only line where they apologise reads "apologies for the late response and the inconvenience caused" as if there's no real understanding of the personal story behind my email.

I am extremely disappointed in the treatment and customer service of Netflorist. I've emailed, the birthday girl emailed, she's also called them on my behalf, and still - no joy!

All I want is my money back and a sincere apology. Is this too much to ask?