[Resolved]  Ferns N Petals (FNP) — Delivery of Rotten Cake on Online Order

Address:

Mumbai City, Maharashtra

I had placed an order on 23Jan2014 for sending a bouquet of flowers and cake to a relative on their first anniversary on 24Jan2014.
The delivery was done on time, however, the cake was found rotten when the box was opened.

My relative called me and expressed their discomfort and that they threw the cake on 27Jan2014.
This was the most embarassing gifting experience I have ever had as a customer.

I then sent an email to [protected]@fnp.com on 28Jan2014 indicating the same as under:

"This is in reference to the the said order as below.
The cake you have delivered was rotten and smelling. It was so bad that we had to throw it immediately.
This is the most embarassing customer experience I have faced since it was my relatives first wedding anniversary and this is the output delivered by Ferns N Petals.
I would request you to process my refund on immediate basis".

To this they sent me an email response stating complaints should be made within 48 hours of delivery as under.
How does a person sending an online gift to someone else come to know that the product is rotten.

"Dear xxxxxxx,
Thank you for contacting Ferns N Petals.
This is in reference to your order number:- xxxxxxxx, we apologize for the inconvenience caused to you.
Kindly note, complaints against perishable products is accounted, only if registered within 48 hrs of the day of product delivery.
We value your relationship with us and assure you, the best of our services in future.
For any further assistance / queries, please call us on (+[protected] and we would be happy to assist you.
Regards,
Ferns N Petals - Support Team"

Thereafter another email was sent to them as under:

"Please note, the cake was delivered in a rotten condition and there is no such clause mentioned in your confirmation mail that complaint has to be raised within 48 hours. This is a horrible way to cheat the customers.
The least you can do is process half refund for cake or replace it with a fresh cake.
Be rest assured, you will never get orders from a lot of people after this incidence.
If you are unable to take a decision, do share your managing directors email id with me.
Awaiting your positive response."

To this email they have responded stating they can give me a discount coupon for my next order as below:

"Thank you for contacting Ferns N Petals.
This is in reference to your order number:- xxxxxxxxx.
We regret the inconvenience caused to you. As you are a valuabale customer, the best we can do, we can provide you the discount of 15 % on your next domestic purchase with us. Kindly confirm if we can issue discount coupon for the same.
We have taken your feedback and assure you that we will do all in our capacity to improve our services to meet your expectations and get the opportunity to serve you better in future.
We value your relationship with us, and suggest you to consider this issue in Isolation and not a representation of the regular services that we provide to our customers.
Assuring you, the best of our services in future.
For any further assistance / queries, please call us on (+[protected] and we would be happy to assist you.
Regards,
Ferns N Petals - Support Team "

To this another email was sent to them as below:

"No thank you. I am not interested in your discount coupons or placing an order with Ferns N Petals at all.
I am not interested in you making note of my feedback. It is a complaint which needs a resolution, not empty words.
This issue cannot be considered in isolation. Since you are in the service industry, I would sincerely suggest to put yourself in place of a customer who has spent 1000 rupees of his/her hard earned money on a rotten product. Would you accept it! Moreover, would you accept the EMBARASSMENT OF GIFTING SOMEONE A ROTTEN GIFT!
This complaint will be registered on consumer complaints. Be rest assured there will be no future orders from a lot of people henceforth.
There is no point in writing to the customer support team of a company which doesn't understand CUSTOMER, CUSTOMER's NEEDS or SUPPORT!"

I would strongly urge people not to use the services of Ferns N Petals.com as they are cheating customers of their hard earned money.