Hi,
I had placed an order on august 30 for a basket of flowers and pineapple cake to be delivered to my father at midnight on his birthday. The order no. was 700782365.
1.A wrong cake was delivered (chocolate instead of pineapple). My parents particularly dislike chocolate cake and I had called the fnp call centre thrice to make sure a pineapple cake was deliverd at midnight and each time they reassured me.
2. The order was not delivered on midnight, instead at 11 pm (thus spoiling the surprise and un justify the extra amount paid for midnight delivery order as no where does a half kg cake and “24 mixed seasonal flowers” cost 1499 rupees. So it is assumable that the premium was being charged for a midnight delivery). This is the first break of a promise to the customer. The fact that it is an independent house rules out the possibility of any excuse. To quote their website: that –“security arrangements at your residence may cause us to vary the delivery time.”Moreover it is mentioned in an example that “Example: If occasion is on 16th Jan……... We will deliver the product on 15th Jan. Night between 11.30pm -12.15am.”
2. I called ferns n petals thrice to make sure they understood the instructions, still they paid no heed. Infact my message that should have accompanied the order was not sent.
3. After complaining to them I waited patiently for them to get back to me, I called up at 9.15 am to tell them my grievance and sent them a mail subsequently. There was no response from them for a along time. On many occasions (atleast 10-15 times) I called them up continuously to get an update. I was made to wait, was kept on hold each time for several minutes and on three occasions my call was disconnected while I was holding. Clearly I was being harassed to dissuade me from persuing the case further.
4. At 1.10 pm they promised an apology note and correct cake delivery in the second half of September 3.At 8.40 pm in the night I got a call telling me that no cake would be delivered as “they had accidentally delivered it to the WRONG address”.
All this time my father waited patiently for his cake to arrive, did not even cut his birthday cake-but they failed to deliver YET AGAIN.
Now I am being told that they will refund me money for half kg cake or deliver the cake now (which is pointless since the birthday has gone).
I spent several rupees calling them on std, was kept on hold for several tens of minutes and atleast thrice my call was disconnected while I was on hold. They did not deliver the cake and message on midnight and charged me a premium for this service! I would have ordered from some other place, but I paid extra money as I was led to believe this was a midnight delivery. How can a basket of 24 seasonal flowers and half kg cake cost 1500 rupees!!
They promised a service, I paid for it yet my father could not cut his birthday cake. When I told them that you are harassing me and that your attitude leaves me no option but to go to a consumer grievance cell, i was told&-quot;Its your call" and the phone was disconnected!
Is it fair that you pay a premium for a service, donot get what you were promised and pay for getting harassed! Why do such big companies feel they are almighty and the customer is of no consequence?
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