Unprofessional (poor) service

On 1 February 2019, I placed an online order as a surprise gift to my wife on our anniversary.

When placing the order, I opted for a direct payment option as per the Netflorist website.

My bank account was immediately debited with the amount : R 409.85 as per the order.

Later that morning, I logged in to my account and selected the "Track my order" option.

No order / delivery reflected on my account.

At 10:07 and 10:10 that morning, I phoned the Netflorist customer care line.

The first call was unsuccessful. With the second call, the person found my order as a "lost order".

He confirmed my order number : ********** 38

He further advised that my "lost order" should take approximately one (1) hour to be reinstated, and would therefore be delivered in time. (I stated that my wife only worked untill 14:00).

An hour and a half later, I checked the "Track my order" option ..... still no order reflected.

At 11:42 I phoned the customer service number again.

This time round the person asked for a proof of payment before delivery could be done ...... ?

I explained that the amount was debited directly from my account - no EFT was made and that I am out of town, on the road for business reasons.

As I would not be able to reach any bank or facility to scan and send any proof of my bank account in time (before my wife leaves work), I asked the lady to rather cancel my order.

Suddenly she changed her reasoning behind the payment and proposed that the delivey should still be done.

At this time I was already frustrated with the poor service and confirmed that the order should rather be cancelled, with a refund.

On 5 February 2019 I phoned to follow up on my refund.

This time I spoke to Lyle. He found my order number still under "lost orders".

He asked that I should send any proof of payment to his e-mail address, together with my banking details. Thereafter the refund would take 7 to 10 working days.

Later that day @ 17:02 I've send the e-mail to Lyle as requested.

Untill today, 23 April 2019 - I received NO correspondence, NO refund and of course no delivery from Netflorist.