Incompetence

On the 16/11/2020 i placed an order ( order no. ***) with netflorist at 18:31 on their website. The order was for 18/11/2020 and the occasion was my wife's birthday. Her first birthday as husband and wife. This year has been bad financially and emotionally as we were hard hit by the pandemic. Due to this reason alone i turned to netflorist just to make it a little bit special. I selected my goods, typed a beautiful heart warming message which gets written out on a card along with the gifts and obliged to the terms and conditions. The only way to get delivery is to tick the terms and condition box so it's not like i had a choice so i didn't even read it,

The next morning (tuesday 17/11/2020) my wife messages me stating that she received a text from netflorist saying that she will be receiving a surprise tomorrow 18/11/2020 and she said that its rather silly to now call it a surprise. I was so upset that this happened, her first birthday as husband and wife and after a rough year, a little surprise ruined!!! I got to work and called their contact centre. i fortunately didn't have to wait long and got through a lady named Ayanda. i explained to her the situation mentioned above and she was kind enough to apologize. She further confirmed that had i not ticked the terms and conditions box then i would have not been able to process my order. She also stated that in the terms and conditions it says that they will contact the recipient to confirm their whereabouts to ensure a timeous delivery. The company's reasoning for this procedure is that usually the delivery people have a hard time getting hold of the recipient and mind you, their website asks for the recipient's name and telephone number. I'd like to think that i am well organised so i made sure i knew where my wife was going to be for the day,before i ordered. There was no need to message her, they should rather have messaged me.

You don't have a choice because you are bul**** into agreeing to the terms and conditions. So now its my fault that the surprise is ruined because i didn't read the terms and conditions. Okay fine, there's nothing i can do now. So i told Ayanda to please bring it to the directors attention and thanked her for her time and ended the call.

Today 18/11/2020 at around 12:55 the order was delivered. My wife called me to thank me and i asked if she liked the gifts and the message in the card. She responded with "what message". This time i was really ****ed off. Such a sweet message i typed out but the incompetence of this company is just mind blowing. If we pay(much much higher pricing then retail) for a service must we accept sub standard "goods"????????????/

I've got on receipt my exact wording that should have been in the card. Just so highly disappointed and frustrated. Really didn't need this after this past year!!