[Resolved]  Ferns N Petals — Cake delivery and refund denied

Order # 31056733
Order placed on 1/1/2022 at 8:11 AM
Item: Cake

This is not the first time this cake has been ordered for the same address and by the same account. Last time this same order was made was on 22nd December, 2021 which was delivered on time. (Order #[protected].

At 5:30PM I called (using phone number [protected]) to ask about the status of delivery and update my phone number but it was not entertained by the customer care rep. I was told that the order will be delivered within time i.e. by 9 PM. I requested to expedite because of celebration plans but certainly the service standards of ferns and petals do not allow that but was given a standard response denying my request. The rep refused to update my phone number as well.

At 8:37 PM, I received an email that delivery attempt has been made and unsuccessful because of incomplete address and if that i must call them back in 2 hours.

I called them and asked that the same cake was delivered to the same address on 22/12/2021, how is it possible that the address became incomplete in a matter of days? There was no answer. I requested to speak to the manager but i was told by customer care rep, Prajwal, that the manager was busy and that I would be getting a call in 2 hours by concerned team and the manager. A ticket was raised for this by #[protected]. I did not receive any call but received a reply saying that I shall not get a refund because of XXXXXXX discalimer of delivery.

This is really infuriating and a mockery of customer's loyalty to FNP. I have been denied service and also my money. This is cheating and if this is not resolved FNP should realise we live in a digital world underpinned by social media.