No order fulfilment, lack of care, poor flower quality, poor delivery assurance

Dear NetFlorist Customer Service,

I am writing to formally raise a serious concern regarding the quality of flowers and service we continuously receive from NetFlorist.

Unfortunately, this is not an isolated incident. Almost every time I order flowers from you, the arrangements arrive below standard. The flowers often begin wilting within days, and in some cases, they arrive already half dead. The roses are noticeably small, the wrapping lacks care and effort, and the overall presentation does not reflect the amount being paid (R800–R900 per order).

The most recent incident was especially disappointing. The wrong order was delivered, and it was collected from the boot of a car. The vase was dirty, as it had fallen on the floor, and it contained no water. Instead of 24 flowers, only 12 were provided. The card was poor ,looked extremely unprofessional.

Additionally, waiting five days for either delivery resolution or a refund is unacceptable, particularly when the product delivered is already below standard. For the price being charged, customers should receive quality flowers and efficient service.

What is most concerning is the consistent lack of urgency and professionalism when assistance is required. It feels as though customer concerns are not treated seriously.

We have remained patient in the past and have not formally complained despite repeated disappointments. However, the ongoing poor quality and service can no longer be ignored.

I request immediate attention to this matter and a clear resolution regarding the most recent order.

I did not take the order at all , I sent it back with the driver and I want a refund. which is disappointing as it defeats the reason for the flowers, I look forward to your prompt response