Ferns N Petals Complaints & Reviews

Date: 19th of august 2016
To,
Founder/chief executive officer
Ferns n petals pvt. Ltd.
Fnp estate, ashram marg,
Mandi road, gadaipur,
New delhi-110030

Dear vikaas/pawan,
Sub: late and wrong delivery of order no. 21529294
With reference to above it is to formally lodge a customer complaint that i was not provided the services which i had paid for through your website. I had ordered bouquet “unlimited love regular” with a fixed time delivery for the same. The same was also confirmed vide your email as annexed (Annexure 1).
I had paid a total of rs. 4849/- for the order including extra charges for the fixed time slot delivery. The order was not delivered within the set time frame of 10-11 am and your customer services was not reachable over the phone numbers provided for the next 2 hours. It is only when i got connected at around 1:30 pm that the executive informed regarding the order being delayed. I immediately asked for cancellation since it had to be delivered in a specific time frame otherwise it would have been of no use. My request was denied by the customer service executive. When i asked to be transferred to the supervisor, the same was denied as well citing unavailability of any supervisor on the floor. Also, i was not provided any reference number for the complaint/call.
The order was delivered late in the afternoon with a wrong set of bouquet completely different from the one i had ordered. The pictures of the bouquet ordered as well as delivered are also attached for your reference. As per your policy, in case of any substitution, the same will be done only with a bouquet of a higher or equal value after consent of the customer. Here the bouquet was not only delivered way after the promised timeline but also was of much lower quality than the one paid for.
Additionally, i had lodged a formal complaint through email to your email address [protected]@fnp.com to which i did not get any response. I also marked a copy to you ([protected]@fnp.com) and corp communication team ([protected]@fnp.com) in order to escalate the issue. I did not receive any response on the same either.
I am sending this formal complaint through registered post so that the same is acknowledged and looked into on priority. This is a case of gross deficiency of services on your part and in case of no action regarding the same from your end; i will have no option but to avail all legal remedies available to me.
Hope for a swift corrective action from your end.
Regards
Mandeep singh

Annexure 1 – email correspondence
— forwarded message —
From: "mandeep singh"
Date: 17 aug 2016 15:06
Subject: re: your ferns n petals order or[protected] is confirmed!
To: "ferns n petals",
Cc:
Hi vikaas and fnp team,
Escalating this issue to the senior team because i never expected such horrendous experience from a trusted brand like fnp. I always order from fnp and have ignored multiple late deliveries just because i understand there are no ill intentions to cut corners. It is the reason why i chose fnp to deliver such expensive bouquet early morning.
It was delivered until 4 hours after promised time-slot. It spoiled the entire surprise because i had to check again and again whether it was delivered with the intended recipient.
The customer care didn't take my call for half a day. When i got connected, they put me on hold for so long that any person would have given up and hung up. Thereafter i was told there is no supervisor on the floor because all are busy. I was not given any reference number for this call either.
Fnp believes in delivering experiences, i sure hell got one which i'll remember for a long time. My purchased product was not just flowers, but flowers to be delivered within a time frame. I have simply not got the prodiuct which i paid for. It is so cheap and insensitive for your customer care to offer me refund of 200 rs which i paid for fixed time delivery.
To make the matters worse, you can see the difference between the ordered flowers and delivered flowers. Is this you call equivalent or higher value???
Have i paid inr 5000 for this??? Is this justified?? I seriously want to give your team the benefit of doubt and expect my full refund. It takes years to build a brand and just a few of these issues to ruin it for your oldest of customers. Hoping for a reply at the earliest.


On wed, aug 17, 2016 at 2:29 pm, mandeep singh wrote:
Hi fnp team,
This is to give you a formal notice that i have been following up for this order since morning and it has not been delivered till 2:00 pm to the location. Despite paying for a fix time delivery (10-11:00 am) for such expensive flowers, it has not been delivered at the right time.
I have been made to hold the line by your customer care for over half an hour and thereafter he refused to provide me any reference number or transfer it to the floor supervisor.
I have the call transcript and will present it in the consumer forum. You have end of the day to refund my money or else i'll have no option but to take it up with the appropriate consumer forum
Hope this is taken up on priority and seriously.

Regards
Mandeep

Had placed an order for a rakhi & A Gift on 17th Aug on phone for a delivery to Lonavla, Maharashtra. Was confirmed that the order will be delivered at the desired date & area ie on 18th August. Till today no delivery was made and on calling Ferns & Petals, they informed me today that the area does not come under their delivery area. They hv failed

I have placed an order on ferns n petal on 16th of august for rakhi.. My. Order no was 509138.. They confirmed me that the order willbe delivered... And after that i called them.10 times on 17 th august but nobody answered thw call even after staying on the phone for 15 mins each call... Then i even called on 18th august.. But same behavior. And after oll thia they call me @7 in the evening of 8th august to state that they will be not able to deliver my order n they are sorry for that... They have destroyed my whole occasion.. My brother could not get the rakhi.. They are mentally harassing their customers..

And to top with that.. When their executive call. Me n i m complaining abt their service.. They cut the phone on. My face.. N then all their customer care line is diverted to computerized message...

And this incident of their fraud n failure in the service has been repeated the 3rd time...

This company is the biggest fraud and should be shut down..

I order a rakhi with bamboo plan for same day and it was delivered even next day and their is no response from the contact number [protected] even after holding the line for 10 mins.

Pathetic service and recommend not to try this one. Other sites are much better, i choose this site for same day deliver and really disappointed.
There is no delivery as promised and no communication or tracking when it will be delivered.

My order# 520813 is for gift and rakhi to be delivered on 17th-aug2016. For this express delivery it was charged high and not yet delivered. When i am calling to customer care no nobody responds. This is completely cheating and fraud by taking more money for service which is never provided.
This way we cannot even speak for any concern to their customer care.
The price of any product and delivery charges are very high compared to other online sites. But for occassion like rakhi, the order will not be taken by standard delivery mode. It automatically goes for express delivery and charged rs 1000 minimum but the customer gets nothings. Also the value of gift is no longer there if it not reached on time, for whih ferns and petals claim as their business line. Such company should be treated lawfully.

I ordered for rakshabandhan one day before but they first of all pushed the delivery to next day - thursday - 18 august 2016 and the same was informed via email. They don't have courtesy also to inform on call to customer who has paid for the service.

After several attempts of calling them and holding for more than half n hour i spoke to customer service representative 3 times. 1st time he assured me the delivery will be done within next half hour which they didn't do. Then i called 2nd time after 2 hours the csr named aarthi kept me on hold and cut the call after holding for 45 minutes.

3rd time i called he committed to me that it will be delivered within 1 hour which is not done till now.

Its 11:30 am but till now they have not delivered the product.

Very bad service.

Thanks,
Puja

Hi,
The bad customer service I have received from you people . I would make sure neither me nor anyone else would use ur services. Ur reps are so rude they didn't know what actually the customer asking ... Worst vendor So ppl i[censored] don't get the Salary on same day how would u feel or i[censored] r already planned n set up a date to deliver the surprise n u didn't get . Please make sure u ppl r fraud not responding to calls or emails or ur company should b shut down jus U ppl r hopeless helpless

Ordered from fnp rakhi product worth 399 order no 444117.
Order status says order delivered but it hasn't been delivered to the concerned person.
The delivery team may have misplaced or even stolen the product.
Fnp team says product has been delivered to a person but the person with that name doesn't resides over there.
Check for the fault and refund my money.
[protected]@gmail.com

My order no. was 491927 which included 1 half kg cake, 2 cabury silk & 1 bouquet of 6 roses which was to be delivered to my sister on 16th of August in Mumbai in occasion of her birthday.
First of all the product didnt get delivered and even on non delivery i got a message that it got delivered which originally wasnt.
Secondly after calling them end no. of times they picked up once and even then the call was on hold for more then 15 mins, when I spoke to them about refund they said we will deliver it today i said i dont want it to be delivered today as her birthday is already over i want my order to be cancelled and full refund to be processed MR. CHETAN from Customer Support Feedback Department told me that you will get a call in 5 mins about refund and after 15 mins i get a call about my refund that it will be initiated in 7-10 working days and still they didnt give me any reference no. for the same.

I have ordered one product through this ecommerce site and paid for midnight delivery of rs 250. They are informing me before 1 hr of the delivery that they cant deliver the product due to some reason. They have emailed me this on 22:28 and the customer service number also not reachable after 22:30.
Is it a proper customer service?
If they cant deliver the product then they should return me the midnight delivery cash which i already paid.

Order no: 449288

Sameer Ohri

[protected]@gmail.com,

[protected]

I had placed an order which is a birthday gift & which was supposed to be delivered on 12th Aug 2016. I had even got a sms & mail that your order has been dispatched & also an sms stating that your order will be delivered in between 9:00 AM & 9:00 PM on 12th Aug'16 & it was supposed to be delivered on 12th Aug'16 only however it was not delivered to the destination. I had contacted the help desk to ask about my placed order, they informed that the delivery team would be dispatching the order tomorrow without giving any valid reason for not delivering the product. What is the point of placing the order with fern & petals if they can't deliver the product on time as it business of delivering gift on occasion date.What is the point of selling products related to anniversary & birthday if they cannot deliver the product to the destination on time on the occasion date.Were is the level of commitment & trust towards the customer. I don't expect such false commitment from ferns & petal. Such a pathetic experience i have got from ferns & petals!! Just because ferns & petals were not able to deliver the product on time, I had to place an another order from local shop & they were able to deliver the product on time. Ferns & petals has zero market value. I would like to know, if they will take any action against their dispatching team for not delivering the product on due date & also for giving false commitment regarding the delivery of the product. I demand a compensation from ferns & petal for faking up the real purpose of business (Which they call delivering gift to customer on occasion date) by giving wrong image to their so called customer. I am expecting a quick on action from the concerned authorities. Waiting for a quick resolution.

I had ordered a cake from this website ferns n petals from this website for my little child. The cake was a cute cat cake which would endear any small child. But to my horror today, the cake delivered looks like it was made by someone with no experience in making a "designer cake" (As they claim in their website) and make a very scary looking cake that we wanted to throw immediately. Such a waste of so much money on a gift site that is totally not worth spending money on.

I do not recommend this site for gifts to anyone who expects some degree of specialized offering based on the expensive price tags they put on their items. And no compensation can undo the child's bad experience

I have booked a gift delivery through online booking on 10th of august 2016, it has never been delivered and ferns n petals guys say that they have delivered it. Their vendor is giving different information to ferns n petals that it has been delivered.
The person who delivered it to the unknown person saying i have called the person whom it was supposed to delivered but he is saying he has'nt recieved any calls or msgs from ferns and petals team.

I want a refund as the occassion has been spoiled and of course your reputation too

You guys are just a piece of crap cheater, you cheat like this, see the image, i paid 1600 on 18th july and got the order like a crap piece of cake, what you show and what i get is completely fake, you are a fake business owner and have no rights to ruin the day of someone, i will make sure that everyone should know about your cheating all over the internet.
Vikaas gutgutia, md, ferns n petals is running a cheating company and master in cheating. Ruining people's best day and there is no reply from their end.

I have placed an order ( order Number : 395963 ) for a birthday gift on 4.08.2016 and go the confirmation that order is successfully placed. on 5th I received a call and said that they will deliver the gift one day delay. today ( 6th ) I called up and tracked the item and customer care informed that we don't have service in this location. my whole purpose is defeated. they could inform me at the time of booking or at least next day if there is no service in that location. now customer has to chase these people and find out.
I am not happy with the service and never use this service and recommend to anyone.
informed the customer care to refund the money.

Order No 362640.
We have ordered a product with your site. and you peoples have the commitment of delivering it on 2nd august 2016. and today its 6th august. its already 4 days delayed. it is the worst experience of any online site. even you send us the shipping status from past four days it is in still showing dispatched. now what i want is take a quick step and cancel it.
you guys are misguiding people and taking their money in advance and even that not delivering products on time. and when we talk with you and the response of your representative was that we are not committing. it is just tentative date . what the hell is this. this is the way you are serving the people

if this is the way of business close this business.

I ordered dry fruits and cake for my brother in india. I got delivery confirmation mail but the things didn't reach him. I called their customer service and they told that they delivered the stuff to a lady, but there was no one. One hour later my brother received a call saying that they are late and they will deliver the stuff soon. The customer service people are big liars and they were late.

It totally spoiled my surprise.

Inspite of bad reviews, i took a chance and it is the biggest mistake.

Don't spoil your special occasions because of this website.

I had ordered a cake to be delivered in uk for the 19th july'16 through ferns and petals. My order number is 284261. They charged me rs 3400 for the same and till date the product has not been delivered.
I have tried to contact the customer care and every time they give silly excuses.
That means they charge you, keep your money and don't deliver the things. How is it justified? Please refund my money back.

I had ordered a Black Forest eggless cake order no 260023which was to be delivered in hyderabad and was a surprise birthday cake. But the cake that was delivered was awfully bad in taste and stale as it got bad in a couple of hrs inspite of being refrigerated. The cake was delivered on 14/07/2016 and as I was travelling and when I got back I had enquired with my friend about the cake and this was the feedback I got so I mailed them on 20/07/2016 but no response. I called them up on 21/0702016 and one Mr karan tells me that send me a snapshot of the cake. I am trying to explain him that the snapshot is not going to tell you the taste of the cake but he just doesn't seem to understand and he tells me that until you don't send me a picture nothing can be done. I told him no one is going to keep a stale cake and send you pictures. You have to believe your client when we as clients trust the quality of the cake that you would deliver by simply ordering online.I think ferns and petals have hired people who dont know how to treat their clients and have just taught them to follow rules but not apply their mind as to what they are talking.the least they can do was to apologise and tell that they would check with the vendor from wherever they have sourced it but on the contrary they have faults to find with us.

Pathetic service of fnp, not delivered product and no calls, no msgs, no emails from them. I want my refund.

I dropped emails more than 10 times, but only reply that we will forward your concern to appropriate team. Thats it.

I never recommended fnp to anyone and never use it in future for sure.
I have attached my order details please take some action on it.