Floral Birthday Nightmare

I ordered the pink daisies in a pottery vase and what was delivered was nothing less than a funeral bouquet!

This was meant to be a birthday present, furthermore the arrangement looked nothing like the image on the website.

I am actually embarrassed at what was sent out, as a paying customer and as someone who had to accept this monstrosity as a gift.

I then sent through an email to the customer contact centre and received the following GENERIC response:

Hi

Ticket: Complaint | Order number: ********** 10

Thank you for your email please accept our sincere apologies for the delayed response

Please accept our sincere apology for the trouble and distress this has caused.

Know that you important to us, and that providing less than optimal service to our most trusted and loyal clients like you makes us feel awful and are terribly regretful.

Thank you for contacting us and disclosing your dissatisfaction with the floral arrangement delivered.

Please see below as per our terms and conditions on our website Even though our florists and hamper team select only the freshest flowers and edible items available, please note that delivered floral products, as well as all other products, may vary slightly in appearance when compared to images on the website. This is due to the nature of the product, with factors such as non-availability of certain products being taken into account. That being said, we take great care in ensuring that all food stuffs, flowers, greenery, fillers, containers and accessories are substituted with equal or greater value and look as similar as possible to the product displayed on the website. We reserve the right to make these substitutions without notifying the customer, unless substitution is significant. In these cases, we will attempt to contact you although we are not obligated to do so. Hope this finds you in good faith

Under frequently asked questions on the NetFlorist website it states the following,

What Happens If I’m Not Happy With My NetFlorist Delivery? “With our 100% satisfaction guarantee, there’s no need to worry. If you or the recipient are not 100% satisfied with our delivery, we will either collect and replace or collect and refund your order. Pop us an email on ********** or call us on ***within 48 hours of delivery and we’ll take care of it.”

Does the email received not contradict what is stipulated on the website? I do not accept that feeble half-assed response as it does not remedy the situation. If my complaint makes “NetFlorist” feel awful and regrettable, why aren’t they assisting to get the matter resolved. The funeral bouquet that was delivered needs to be collected and replaced as STIPULATED online.

I am dissatisfied and absolutely disgusted at the service from “SA’s best voted florist” They have ruined a surprise that I had planned for my mom who lives 500 km’s away from me.