Missing item, horrible customer service

<p>I placed an order on 08:41 Monday, 12 Sept with Netflorist. The order included an arrangement of sunflowers and a happy birthday balloon and was for same day delivery service that Netflorist advertises.</p> <p> </p> <p>I received a delivery confirmation email on 16:06 stating that it had been delivered. A few minutes later my girlfriend thanked me, but I realized that they had never delivered the happy birthday balloon. At this point I phoned the Netflorist service desk. There was still about 45 minutes left of the day and the delivery was in the Cape Town CBD, so it's not a far-off area.</p> <p> </p> <p>My call was answered by a very passionless call center agent. She told me that they could not deliver it before the end of the day. I insisted, as it was her birthday on the 12th, to which she responded "I doubt that will happen" and put me on hold before I could even reply. After being on hold for 6 minutes I called back and got another passionless call center agent. She called the driver and told me that he is still able to make it in time, but if he couldn't they would deliver it the next day. Otherwise they would offer me a refund on the balloon. I told her that it needs to be delivered on the 12th and it can't be delivered on the 13th because it's not her birthday and she wouldn't even be there.</p> <p> </p> <p>Lo and behold, it was not delivered on the 12th. It was delivered on the 13th. The "Happy Birthday" balloon came on a day that was not her birthday and she was not there to pick it up.</p> <p> </p> <p>This is unacceptable.</p> <p> </p> <p>I paid a delivery fee.</p> <p>I used an advertised service for same day delivery. They had the entire day to prepare and they still messed it up.</p> <p>I had to call in and waste my time arguing with poor call center agents. If I had not phoned in Netflorist would not even have bothered with the missing balloon.</p> <p>I do not appreciate being put on hold as a way to get rid of me.</p> <p>I explicitly told Netflorist NOT to deliver on the 13th and they still did.</p> <p> </p> <p>I ordered a package from Netflorist. I wanted flowers with the Happy Birthday balloon to be delivered to her workplace as a surprise. It was supposed to be special. Instead she got half the package delivered with only half of the message. They offered me a refund on the balloon. If I cared about the R30 the balloon costs I wouldn't have bothered with their overpriced same day delivery service in the first place.</p> <p> </p> <p>When you buy a car from a dealership, the dealership doesn't give you half a car and say "Oops, sorry! We forgot about the other half. But here's half your money back". What are you supposed to do with half a car?</p> <p> </p> <p>To summarize: horrible service. I won't be using them again. Instead I will use SAFlorist who have done a same day delivery perfectly with two hours’ notice.</p> <p> </p>