Woolworths Wedding Flowers nightmare

<p>I have waited more than 2 weeks for you to respond and feel that I have no other option than to publish my complaint on this forum. In a nutshell, I went into your Tokai branch on 17/10 and enquired about ordering flowers for my daughter's wedding. I stressed the importance of having them on the morning of 21/10 as the wedding started at 8.30am on the 22nd. Given the assurance that there was sufficient time to order the flowers, we arranged for someone to call me the morning of the 18th to take my order. During this call, I reiterated the importance of having the flowers on Friday as it is for my daughter's wedding and she indicated that it would probably arrive on the 20th. I received a missed call on my mobile sometime after 5.30pm on the 18th tried calling back after 7 when I became available but the phone just rang and I was unable to ascertain who had called. I received a call from the same number at about 3.00pm on the 19th and it was Woolworths informing me that they were unable to source 2 of the bunches I had ordered and the rest of the flowers would arrive in the branch on the Saturday. I accepted that the 2 bunches were not available but not the delivery date as this was a key condition of ordering the flowers from you. I eventually went into your branch after not being able to contact them telephonically. I encountered 3 of your managers in store, the foods manager basically walked away from me while I was talking indicating that other people were dealing with my query. The manager who then dealt with me showed me emails to prove that his branch was not at fault and said he would let me know Thursday evening what they had managed to sort out. I could not wait till Thursday and requested contact info for Complaints. He told me not to bother as they would refer me back to him! Current Tokai management are aloof, and I felt like I was an inconvenience in his day. Layla at complaints then simply made the branch's lack of co-operation and communication the reason for her not being able to provide me with a service. She did not call me back as arranged and then proceeded to lie about not being available (someone in complaints did not put the call on hold so I heard her entire conversation with him about me - disgusted!) I made numerous calls to the branch, complaints, head office and each time, ran up against the same brick wall of no service, no compassion and no interest. Layla was to have lodged the complaint because she herself does not understand why Saturday was given as a delivery date - that was 2 weeks ago and still nothing. Let it be known that your management have not offered even an apology for the stress and inconvenience they put me through. I accept that things go wrong, how you respond is what leaves the lasting impression. While I frequented your Tokai branch almost daily and had a friendly relationship with past management (like Frank), I am filled ith anger and frustration when I even think about going into the branch. How can you make a difference you ask? Treat people with respect and dignity, act with integrity. You turned a joyous week into a nightmare and I can never get that back. I came to you to avoid the stress and uncer*****y, my trust was misplaced.</p>