Undelivered Order and Poor Communication

I am writing to express my deep dissatisfaction with the service I received regarding my recent order placed this morning with the expectation of same-day delivery, as clearly stated on your platform.

At approximately 13h00, I called your customer service line and was informed that the order was being finalized and would be sent out shortly. I was reassured that delivery would happen today. However, hours later, when I followed up via online chat, I spoke with Nokuthula, who then informed me that delivery was not guaranteed and they would only try to deliver it.

This is completely unacceptable. If I pay for a product with the promise of same-day delivery, and I place the order early in the day, it is reasonable to expect that delivery will take place that same day — especially when your team confirmed earlier that it would. Your failure to communicate proactively, along with the conflicting information from different representatives, reflects very poorly on your service. Not only did you miss a special moment by not delivering the order as promised, but you also did not provide any clear or consistent updates regarding the issue.

I am requesting:

A full explanation of why my order was not delivered on time,

A formal apology for the inconvenience caused,

And either a full refund or a correct and immediate delivery of the order first thing in the morning and those flowers must be fresh. This experience has been incredibly disappointing, and I hope you will take it seriously and respond with the urgency and respect your customers deserve. If there was a zero star that's what I would give you Netflorist