Ferns N Petals — Charged for No delivery

Address:

Dehradun, Uttarakhand

No response for 2 mails that I had sent across hence the 3rd mail : Dear Sir, Good Evening !! Hope this mail finds you in the best of health. I intended to write this mail after a lot of deliberation but I had to do it as this issue kept hitting me time and again. On 7th November 14 we made an order – Cake and flowers for my grandfather’s 71st birthday which was due on 9th November 2014. I was in Port Blaire and hence I made this booking by requesting one of my sister’s friend, who has sincerely done the booking through her debit card. The name mention was my sister’s – Shalvi Singh. I had done it under standard delivery and had given the preference time between: 8am to 12pm as my grandfather has to leave the place exactly at 12:10pm as he was travelling outstation. I got a call from the delivery boy who was on his way to my grandfather’s house, by now it was 12:25pm and he had already left for Tehri. Later I did get a call from a female named Miss Alka Verma (vendor) who apologized for the delay and also said that in-case I do not wish to cancel the order she will deliver it after my grandfather returns from this trip. On her advice I spoke to my family and started pondering if we could get it delivered rather than cancelling the booking as we had already paid for the same. Post this I also spoke with one of the customer care person – Miss Charu. I did pour out all the details and also asked her if we could cancel the booking and get the refund as it was not delivered on time. She did brief me about all the policies and was very polite and professional but I requested her to connect me to the higher official as I was still looking forward for an appropriate response. Mr. Amit Srivastav called up and started explaining me about the cancellation and the preference time policies. I also told him that the standard time policy is no-where mentioned on the website and there is certainly an ambiguity in the same. We had a lengthy discussion on the same but all he said was “SORRY WE CANOT REFUND YOUR MONEY, WE CANNOT DELIVER THE ITEM ORDERED AFTER 4-5 DAYS AND WE WILL NOT BE ABLE TO DO ANYTHING ON THIS ISSUE”. I told him that the vendor has also told me that she can deliver the item after 4-5 days to which he said that this will not be possible and also asked us not to complain again if the item is not delivered. It was as if he deliberately did not want the vendor to get this item delivered. I requested him to escalate this matter to which he replied that he is the supervisor and he is the only in-charge and there will not be anyone who can help us in this regards. Honestly I was losing patience and hence I asked my sister to talk to him. While my sister was talking to him we could hear giggles at the background and she being an outspoken person that she is did point out to Mr. Amit Srivastav. Honestly we felt that we were not being taken seriously at all. This person (Mr. Amit Srivastav) was insensitive and unconcerned about the sentiments attached to the issue. I tried calling the vendor, who now refused to talk to me and disconnected the call. I was in a shock. I have been a very loyal customer of Ferns and Petals. This is not the first time such a thing has happened. On 25th October 14 we has asked for a delivery(Cake and flowers) to my friends place again booked under the standard time between 8am to 12pm, but the delivery reached my friends place at 2:45 after repetitive calls to customer care. I did feel surprised but was not bugged by this as my friend was at his place till 5pm and sometimes mistakes happen. Sir I do not wish to trouble you with this information but this has certainly left a bad taste. FnP is a brand and I understand that it takes a lot of effort to build a brand and to sustain the same. Sorry for talking a lot of time. I wish you all the best for future endeavors. Warm Regards, Pallavi Singh