Ferns N Petals — Late and wrong delivery of order number 21529294

Address:	New Delhi, Delhi, 110030
Website:	www.fnp.com

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