My Flower Tree — Local services in Delhi

I have been having the worst experience with this company. I ordered a cake for my husband’s birthday, choosing midnight delivery. The delivery was made way prior to the midnight delivery timeline paid for. To add to that, the cake was delivered smushed. The delivery guy was carrying the cake in a backpack. He took it out as you would a laptop from a backpack. Obviously I declined to take the delivery and the delivery guy left with the damaged cake. I raised a complaint the same day with the company, asking for a refund of the midnight delivery and cake. Since then the company has just been going back and forth, wasting time, not accepting the bad service provided, or remediating. They keep telling me that they will give me a gift certificate or get a chocolate box delivered. I don’t need either is what I’ve informed them and yet they continue to go back and forth. First time I used this company. That is a big regret. I will suggest that no one use their service. Their customer service is below par. This is not a company I will use again. I definitely suggest no one else does either. I definitely wouldn’t stop until the company accepts their mistake and remediates as expected. Surprising to see this company tell me that deliveries being damaged is expected, and it’s not a big deal as per them. To this company I want to say - pay heed to what a customer is saying. Don’t tell them they are wrong when there is sufficient proof that states otherwise. Don’t harass customers and waste their time. Provide good services to customers - this not only includes deliveries but also customer support. Understand what customer service is to run your company better. Work on customer retention rather than trying to prove yourself right when a complaint is raised. Learn from your competitors; some of whom are doing a way better job at customer service and...

I ordered flowers for my sister's birthday two days back to be delivered today between 8am-12pm. My order was confirmed. I received an email at 7am today saying that my order is in good shape and will be delivered between 8am-12pm as promised. Well, the order hasn't been delivered yet. I called up their customer care in the evening and they told me that there is some problem with the order (they had no idea what the issue was). I told them to cancel the order as it doesn't make sense to deliver the flowers if they can't be delivered today. They told me that they don't have the authority to take cancellations and I will have to raise complaint via website. I went to the website and tried to cancel the order in the evening when the flowers were not delivered then I was told that I can't cancel the order today.

Well, why can't I cancel the order if the order is not delivered as committed? I didn't even receive any information about the delay, it seems like their logistics is screwed up and no one knows what is going on.

I used to use fnp earlier and they are far better than this service. I am not going to use their service ever but I need refund for my undelivered order. If I don't get it, I will file a formal complaint with the authorities. I don't need credit points but the actual refund!

Addition - The package was delivered late night yesterday against the commitment of morning. The flowers were messed up and the whole package was untidy, unworthy of delivery. My sister had to clean up the entire thing for it to be kept anywhere! You keep claiming about the customer satisfaction being the top priority but it doesn't reflect on the ground!

My order...

Update #2:

The owner has changed his own comment to remove the previous request for the order number. See original comment in the attached image. The appearance of being helpful, seems to have been more important to the owner than actually addressing the problem.

No contact has been initiated by the organization in the few days that have passed from update #1.

......... Update #1

Order number 762255 as requested by the owner in a comment below. Will keep this comment updated with progress, if any.

......

Horrible experience with the product, and equally bad experience with the follow up "customer care".

The delivery was made at 10.15 PM in the night. We were expecting the cake to be delivered in the window between 8.00 to 12.00 noon. This was after a reminder was sent to the customer service. They had seemingly forgotten about the order.

The delivery personnel were incredibly rude. He shouted at my parents (who were to receive the cake for their anniversary) over the phone, insisted that they should send a whatsapp location. For some reason, he did not want to use the address that was given to him in the order. Shouting at older people seems to be easier for them than to use google maps or follow addresses.

The cake delivered was nowhere near the appearance of what was ordered. (see pictures)

When these events were presented to customer care, they sent a very generic copy-pasted response, with no apology either for the substandard product or for the rudeness of their delivery agent.

Will not order again; Encourage other people to not order from this...