Netflorist don't believe chocolates can melt!

I purchased the orchid with chocolates and champagne gift for my nieces 16th birthday.

All the chocolates were melted at the time of delivery which was at 19:11. I had received notification at 14:40 that the gift was out for delivery with an estimated delivery time between 11:31 and 15:34.

I believe that the extended delay of delivery with the chocolates sitting in the delivery van for that period caused them to melt. The delivery driver was also very rude, almost making it seem like it was my fault that he was having difficulty contacting my niece even though this was after hours, long past the scheduled delivery time. This was also a very inconvenient time as she was at her birthday dinner.

Upon contacting Netflorist, they indicated that the pictures I sent through did not show that the chocolates were melted. They failed to understand that the chocolates would have reformed and unless I put them in the sun again or in the microwave, they would not be able to clearly see they had melted. You can often only tell a chocolate has melted through the taste of the chocolate being different.

They also failed to offer an explanation for the late delivery or to acknowledge that it was probably the reason the chocolates melted.

When their website says they aim to ensure you are 100% satisfied with your product, they failed to add that they will make it very difficult to follow their complaint process and will demonstrate a lack of trust in their customers.