Terrible service from Netflorist

The service I received from Netflorist is shocking and unexpected. At first gave them the benefit of the doubt as we are all human and have to leave room for error. But the issue has been going on since 27 May 2019 till now.

I placed an order on the 27th May 2019 for flowers to be delivered on the 31st May 2019. I did this a few days before the time to ensure delivery for a very special friend on her birthday. On the day, I found out that the delivery had not taken place, called Netflorist and spoke to a consultant who tried to get the order sorted for me that day. I suggested that they deliver the flowers to me and I will take it to her as she had already left the office. He ensured me that the flowers will be delivered on Monday with a compensation of a box of chocolates with my order.

Needless to say that the flowers were NOT delivered on the on the Monday. So the surprise element was taken away, this was no longer special and meaningful as it should have been. After continuous following up, spoke to a different consultant, the small order of flowers were only delivered on the 4th June 2019 without the box of chocolates as promised and without the personalized image that was supposed to be included on my order (paid for).

I was extremely frustrated by this time and requested a refund. The consultant sent me an email on the 4th June, to say the refund will processed and done in 3-10 working days. Even though I was so annoyed by the bad service, I kept my calm and sent pleasant emails following up. On the 21st June I sent a follow up email, about the refund and he escalated it to the accounts department. I also asked for feedback on the 21st, but didn't receive anything. On the 24th June I received an email from the accounts department that the refund is being processed and I need to wait 3-10 working days AGAIN.

I sent the same consultant an email to say that I am so disappointed in the service, and asked where I could raise my concerns and complaints to, and received not response from him. I sent an email on the 28th June requesting a response, and still no response till today.

It is the 15th July and I have still not received my small refund. As much as it was convenient to use Netflorist, I will not use them in a hurry. Gave them the benefit of the doubt but this order just went from bad to worse.