I Placed an order for flower delivery through website on 23rd June for scheduled delivery of 26th June at 10.00am in Jorhat Assam, order no FC 5433. the order was processed online and payment was cleared. the website clearly advertises the following:
All major credit cards accepted.
Verisign secure payment gateway.
Free Shipping all over India.
Fresh Flowers are Hand Delivered.
No extra or hidden charges.
Orders for Sunday and Holiday also accepted, at no extra charges.
Same day delivery in all major towns and cities of India.
Hand picked fresh indian and exotic flowers at the best prices.
i receive an email from the website's client servicing contact on 25th June evening, informing to pay additional Rs 300 as the area is not covered under their delivery reach.
I responded to the person asking her the clarification on their claim of free shipping to all over india and that of no hidden or extra charge. however, the contact maintained that there were charges for the delivery.
I received email at 1.00 pm on 26th June, to check with me if i was interested to pay and get the delivery done. clearly, i asked them to cancel order and refund my money. i was upset that the website and the company had let me down as i the delivery for my brother-in-law's birthday and the occassion was missed. the company was defiant of being at fault infact were empathyless to understanding consumers concern or the rightful promise made by them.
the following is the trail of email communication.
this is clearly a case of false advertising and misleading claims and then faltering on promise.such websites should be penalised and taught a lesson.
Manish Arora
Pooja
Appalling to know that after my such a response, you just had a one line response and notify me of the refund. there is no need felt to reason or apologize of inconvenience. its a shame to learn about the way company cares about customer.
Manish
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On Fri, Jun 26 at 2:24 PM, Flora India wrote:
Dear Manish ji,
We have canceled the order no. FC5433 and refunded you in full for the order and the refunded amount will reflect in the next bank statement.
Warm Regards
Pooja Sharma
On Fri, Jun 26 at 3:18 PM, Manish Arora wrote:
Pooja
I am cancelling the order for following reasons, please refund my money!
The delivery was supposed to me made today morning as the birthday is today
you are still struggling to resolve this matter and it turns out as a complete disappointment for me.
i had placed order three days back and you only returned to me yesterday evening, with less than 24 hrs to go for delivery, to check on with me on delivery fee?
after two responses from me, you had not replied confirming that you will not deliver, i inferred that the delivery would take place.
your communication that order is not being delivered, due to the delivery charge issue only comes to me by email at 1.16 pm IST much later than the scheduled delivery time. this reflects the customer service standards.
this is completely unprofessional, legally decieving and unlawful from a consumer point of few.
the promise has not been kept, i have paid you for service and the service has not been carried. please initiate refund.
secondly, the trust is lost as i had relied on your company for a delivery. this is also against your substituion policy that states that the ocassion will not be missed. which has happened on this ocassion.
trust me this leaves a complete bad taste of consumer experience in my mouth and i will totally ensure that this case and incident doesnt go scot free, therefore it is being brought to light to other consumers through a post to a mumbai newspaper and i am filing a complaint with following consumer courts due to false advertising and misleading consumer information:
the indian consumer forum courts.
http://inconsumercomplaints.com/
consumer complaints
http://www.indiaconsumerforum.org
you can check my post in 1 hour on these two websites.
Manish
On Fri, Jun 26 at 1:16 PM, Flora India wrote:
Dear Manish ji,
We have not received the extra delivery charges payment yet so your order has not been processed yet so please let us know what to do.
Warm Regards
Pooja Sharma
On Fri, Jun 26 at 2:28 PM, Manish Arora wrote:
Dear Pooja
please confirm if the order was delivered or not? it was scheduled for delivery today at 10.00 am.!!!
if this has not been carried out, i need to know immediately.
Manish
On Fri, Jun 26 at 11:02 AM, Flora India wrote:
Dear Manish ji,
Yes, we have mention on our site free shipping all over India and no extra or hidden charges for the city which are mentioned in our site. But as Jorhat is not mention in our delivery cities and it is not within the city limit that why we have asked you for extra delivery charges.
So, please let us know if you want to deliver the order.
Warm Regards
Pooja Sharma
On Thu, Jun 25 at 6:16 PM, Manish Arora wrote:
Hi Pooja
please read the text below from your website, so to infer from your request of Rs 300 extra for delivery, whatever stated on website is misleading? correct, please clarify.
All major credit cards accepted.
Verisign secure payment gateway.
Free Shipping all over India.
Fresh Flowers are Hand Delivered.
No extra or hidden charges.
Orders for Sunday and Holiday also accepted, at no extra charges.
Same day delivery in all major towns and cities of India.
Hand picked fresh indian and exotic flowers at the best prices.
Manish
On Thu, Jun 25 at 4:40 PM, Flora India wrote:
Dear Manish ji,
The address given by you is not in our city limit so you have to pay extra delivery charges of Rs300. You can make the payment through Ask Florist option given on our site.
Warm Regards
Pooja Sharma
On Thu, Jun 25 at 6:07 PM, Manish Arora wrote:
Hi Pooja
This should be brought into notice when the order is being placed, your key power point on website says Free Shipping all over India. This clearly would become false advertising and unlawful as there is no fine print in your claim as well that certain deliveries can be charged extra.
I have sent so many orders to different parts of india and never been asked to pay extra, please check order history.
Therefore, in conclusion I expect that you keep up the promise and deliver in the advertised cost.
thank you
Manish
On Thu, Jun 25 at 4:24 PM, Flora India wrote:
Dear Manish ji,
We have confirmed from our service provider that the address given by you is really far away from our service provider's place so you have to pay extra delivery charges of Rs300. You can make the payment through Ask Florist option given on our site.
Warm Regards
Pooja Sharma
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