No service delivered

I placed an order for pink lilies and red roses as per the website which indicated that those particular flowers are available nationwide. I made the order and payment on 18 July to ensure delivery is made on 19 July at a place of work.

On 19 July at 12h33, I received an email from centre agent informing me that the florist does not have the pink lilies and red roses arrangement. The email further stated that the florist can do yellow lilies and white roses arrangement. Based on my work commitments, I only read and responded to the email at 13h20, of which I compromised and accepted that flower arrangements because I really wanted flowers to be delivered for a birthday.

Unfortunately, I received no response from my email and decided to call Netflorist. The lady I spoke confirmed my order but told me that my emailed response to the change in flower arrangements was too late and for that reason, the flowers will no longer be delivered on the 19th but the following day, the 20th of July. Furthermore, she informed me that I will be contacted on the 20th to confirm a different flower arrangement because the florist will only know on the morning of 20 July, what type of stock is available. I told her that based on my work commitments, I might not be able to respond to another email timeously which will likely result in another delay.

I have email the centre agent, but none of the emails have been responded to, even after I requested that my email be escalated to someone senior.

I am very shocked that Netflorist put flower arrangements on their website, stating that they are available nationwide but, when the package needs to be delivered the service provider says that particular flower arrangements are not available. In addition, I am unhappy that my order which was placed a day before, could not be delivered based on stock and my "late response". The responsibility of stock and service lies with the service provider and; the responsibility of accurate information displayed on website lies with Netflorist.

No flowers have been delivered on the 19th and 20th, no emails have been responded to by the 20th and no one has contacted me.

This was a very disappointing experience from Netflorist and it's service provider.