No Delivery

Hi Netflorist, I placed an order on 01 Feb 2024 for delivery on Valentine’s day, 14 Feb 2024. I received a WhatsApp and email from Netflorist yesterday advising that my order was delivered. I also received a call from someone at Netflorist yesterday asking for the recipient’s number so they could check if they got their gift and how the driver handed off the order. I gave the staff member from Netflorist the recipient’s number as requested.

After some time had passed, I spoke to the recipient, only to find out that they had not received their gift. Not only was this so disappointing that I had to ruin the surprise, but the recipient ran around their office like a fool looking if maybe someone had signed for it in error.

I then decided to call Netflorist at 15:45/15:50 and got through to a gentleman by the name of Tshepo. After explaining what had happened, he got through to the driver who told him that he was currently in the area but hasn't delivered yet.. Tshepo then asked why the driver advised that my order was delivered (& why there was a notification sent that it was delivered) when it in fact is not delivered; and the driver couldn't answer him. That is completely unacceptable. Tshepo did tell me that the order would still be delivered yesterday (& soon for that matter), so I advised the recipient to be on the lookout. Again, this was in vain because no delivery arrived by the time the recipient left the office.

I received a WhatsApp from Netflorist at 22:44 last night advising that the order was delivered & I need to confirm receipt of delivery. I responded this morning advising that nothing has been received & then got another message stating that they were notified that the order was received by the recipient & I need to verify delivery. I once again confirmed that no order was/has been received by the recipient. I know there is a mark-up on prices for special occasions such as Valentine’s day, and I have absolutely no problem paying for that, if the order is delivered.. and within in a reasonable timeframe!

In conclusion: • I was advised that the order was delivered when no delivery took place. • The surprise for my loved one was ruined. • The driver couldn’t answer about why I received notification of delivery when he confirmed with Tshepo that he hasn’t delivered yet. • I paid extra for delivery on Valentine’s day (& within a reasonable time). Not only did the order not get delivered to the recipient, but I am also out of pocket R 839.85.

I would like to know what Netflorist is going to do about this, how they plan on compensating me for this and I would like a full refund.