Let down & disappointed, Order & money taken, no delivery!

I am really disappointed by the service that we have received from Netflorist for the SECOND year in a row. I will never be using them again. Due to the lock down and the limited services available I knew we had to order flowers for Mother’s Day well in advance. So, in light of this, I ordered flowers for my mother, on Tuesday (5th of May), for delivery on Sunday (10th May). The order was accepted, money was deducted from my account, and I was sent an order number, along with the ability to track my order. Due to my experience last year (where they cancelled the order at 5pm on the Friday before Mother’s Day) I have been tracking the progress of the order all week. Yesterday the status showed ‘been referred’ and today it showed the same status. Just to be safe, I thought I would call them to ensure that everything was on track. We were told by the call Centre agent that the order would only be delivered on Monday the 11th, which we said was ok, given the circumstances. My husband then got a call 5 minutes later to say sorry but the florist is closed and we can’t help you. The agent had the cheek to ask if we wanted to order more flowers, to which we answered why would we order more flowers if you can’t deliver them. Needless to say I am really frustrated and disappointed by this poor level of service. And now my poor 81 year old mother, who I have not been able to see for 2 months due to the lockdown, will not have flowers on her special day. This is terribly disappointing as there is nothing that I can do now that it is the day before Mother’s Day, during lockdown. @netflorist I expect a prompt response and explanation as to what transpired, and how they will ensure that this never happens to anyone else, ever again.