Pathetic customer service

On the 28 Jan 2020, I placed an order to be delivered on the 29 Jan 2020 and received pathetic service. Firstly - I had to call in on numerous occasions to follow up on the order as I received no emails as to whether it has been dispatched/left the building and whether it was on its way.

I called in at 11am and was advised that it was not dispatched yet.

Called again at 1pm and was told that it was dispatched, but I did not receive an email advising this.

Just before 3pm, I called again as I was not sure if the succulent was delivered as I had not been receiving any emails and still, it was not delivered. The consultant advised me that the driver was in the area already.

At approximately 4:45pm, I received two emails consecutively. One advising that the succulent was on its way and one that it was delivered. In my view, these emails were quite pointless as I needed to call in 3 times in order to follow up.

The flowers were dispatched (On its way) at 12pm, but i only received an email regarding this 4 hours later.

Once the succulent was delivered, I found that it was not delivered the way it was advertised. The picture specifically showed a wooden board that states " You're one in a million" popped into the succulent, which is the only reason i chose that plant specifically in the first place.

The succulent was received without this "board". No where on the page does it state that this board came at an additional cost or that its not included in the plant.

I felt that this was pathetic customer service, as I needed to call in 3 times in order to know when the order will be delivered. I especially ordered it a day before the time, yet it was still only delivered at about 5pm and I needed to waste my time and airtime to call and follow up each time.

And then to make matters worse, the succulent was not delivered as it was advertised which is regarded as false advertising.

I then called in to their customer line to complain and selected the option "compliments and complaints". when getting through to a consultant, I was pathetically advised that I should not voice my concern telephonically but put it in an email. I insisted that she take the complaint telephonically but she refused and came with some pathetic excuse to not take the complaint over the phone. I then went and sent the email. and requested my money back.

I was contacted today, 30 Jan 2020 and by Noluthando. She asked if they could deliver the "board" tomorrow. I was no longer interested in it as the point of netflorist as a company is to deliver the item on the day as it is advertised. The sentiment of the plant was not the same without the saying and delivering that 2 days later was pointless. why then do we pay so much money for netflorist if we dont even get our value for money. After I declined this, the consultant then told me that they can reimburse me with my money once they come and collect the pot plant. At the time, I agreed to this, up until I found that the consultant actually put me on mute while i was speaking. I kept saying "hello" and did not get any response. I come from a call centre environment and know very well how agents put customers on mute and have their side conversations, which im sure was exactly what happened today.

For this very reason, my family and I will no longer be utilising the service of netflorist due to their terrible and pathetic customer service. Order number - ***