Ferns N Petals — ferns and petals :order no 5586316 cake damaged

Address:	Mumbai City, Maharashtra, 400102
Website:	ferns and petals

I had ordered a chocolate mousse cake for my daughter's 25 th birthday ... it was a midnight delivery so apart from the cake charges I paid the midnight delivery charges and I also ordered a flower musical candle . I had also ordered Flowers which was a separate order but I got that much before time .
I am disappointed that I have never experienced this with FNP .. I got the cake damaged and very late around 1 :15 AM .. I escalated the same in the morning ...I was asked to send the pics of the cake which I did .. I emailed the requisite at 10 am .. then I got a response at 12:30 from their team stating they would send me a apology card and replace the cake today .. I replied the time of delivery to them within 10 mins of me getting the email .. they also stated they called me which they did not .

I again called them at 5 pm to confirm the same but got a very bad customer service experience I was kept on hold for 21 mins ..then another agent refused to transfer the call to a supervisor ... another agent said I would receive the cake by 1900 hrs ..then I again called at 1920hrs when I did not get the cake .. I was asked to re send the snap shot . Though the last representative I spoke to Sameer was very professional and patient . he actually understood and saw through the notes to see what was happening on my account ... he has stated that I would get an email or a call from the supervisor and that I would get a re fund however, am not sure if this will happen ... Really disappointed that the supervisors don thave time to take escalation .. they have very rude untrained associates at the feedback complaint que ... they have better people at the order status queue where Sameer helped me out . ... where I appreciate the efforts with Sameer .. I am disappointed with Ferns and petals .