Worst Customer Service Ever

On Thursday the 16th of July, I ordered two Personalised Vintage Rose Gowns and 1 Personalised Gown and Slipper set, which were supposed to be delivered on Saturday the 18th July. Only the Gown and Slipper set was delivered and the vintage rose gowns were not delivered, and yet I was not informed that they were not delivered and of the reasons why they were not delivered. When I phoned on Saturday to enquire about the two orders that were not delivered, I was told there was no stock and the only thing I got from the call center agent I spoke to was just a “ I apologise maam, I don’t know why you were not informed that there was no stock”. I then opted for vouchers instead of a refund given that I was told a refund will take 10 days to reflect in my account.

I used one of the vouchers (I still have the other voucher) to order a personalized Light Grey Gown and other things on Monday the 20th July for delivery on Wednesday the 22nd July. Given the experience I had with the first orders, I decided to phone Netflorist on Tuesday the 21st to track the order. I spoke to Sanjay Singh who then said to me “Unfortunately maam, the gown will not be delivered tomorrow because there’s no stock”. Again no one had bothered to inform me that there was no stock, and I had to phone using my own money, waited on the line for a very long time, only to be told by Sanjay that “I apologise maam, I don’t know why you were not informed that there was no stock”. Sanjay also went on to say “ Oh by the way maam, the only option you have is to request a refund, which you will only receive after 10 days because that’s the policy". He went on to say “we understand the frustrations but frankly there’s nothing we can do”. When I explained to him that those were birthday presents for my friends and I used the last money I had to buy my friends gifts, he still said “sorry, you will have to wait 10 days to get your money back”. When I asked him what do I then do now because I need to get birthday gifts delivered to my friends, he said “Sorry, but that’s the policy, you will still get your money in 10 days because you bought by credit card”.

On Wednesday the 22nd July I phoned Netflorist again, and I spoke to Ms. Ayanda Shelembe, who listened to my story empathetically and apologized using the same phrase “I apologise maam, I don’t know why you were not informed that there was no stock”. Ayanda then politely offered to help and promised that she would phone the suppliers/service providers or whoever to find out which Personalised gowns they have in stock. She took down my phone number and promised to call me back. I AM STILL WAITING FOR AYANDA’S CALL TO THIS DAY.

On Friday the 24th July I wrote an email to Wendall who is apparently the team leader, to lodge a complaint and to request s refund. I received an out of office notification with Linden's email address, to which I forwaded the e-mail originally sent to Wendall. To this day there's still no call from Ayanda, no email response from Wendall or Linden and no call or email to notify me that the stuff I had ordered is out of stock. The status of the order on Netflorist's website still reflects "Order Received".