IndiaCakes.com — final notice: missing flowers, unauthorised substitution & refund request | order id [protected] | nch grievance no. 10602239

Dear IndiaCakes Support Team,

I am writing this as my final attempt to resolve this matter directly with your company. I have also registered a grievance with the National Consumer Helpline.

Order Details:

- Order ID: [protected]
- Invoice No.:[protected]
- Amount Paid: ₹902.50
- NCH Grievance No.: 10602239
- Registered Mobile: [protected]

I placed this order for a special birthday occasion. The order included a Chocolate Truffle Cake (Half Kg) with a bunch of 6 pink roses and a birthday card. However, I received only the cake and a Cadbury Celebrations chocolate pack. The promised flowers and birthday card were not delivered.

Your team informed me that the flowers were unavailable and that you substituted them with chocolates under your policy. My question is simple: Why was I not contacted before making such a major change to my order? You should have informed me and asked for my approval, or offered an alternative or refund.

The flowers were an important part of the birthday surprise because my girlfriend genuinely loves flowers. That is precisely why I chose your website and paid for this particular order. Replacing a bouquet of six pink roses with a chocolate pack of a much lower perceived value, without my consent, is not an acceptable solution.

I have tried calling your customer support team multiple times and have also attempted to contact you through WhatsApp, but I have received no response. It is extremely disappointing that customers cannot reach your support team after making a payment.

I request an immediate resolution:

1. Refund the appropriate amount for the undelivered bouquet and birthday card.
2. If you cannot provide a fair refund for the missing items, arrange to collect the delivered cake and chocolates and issue a full refund of ₹902.50.

Please do not simply refer me to your substitution policy without addressing the fact that I was never contacted or asked for consent before the substitution.

Today is the birthday for which I placed this order. I trusted your company to deliver the items I selected, but this experience has caused unnecessary disappointment on an important day. Please do not let this matter remain unresolved any longer.

Since I have now registered this grievance with the National Consumer Helpline (Grievance No.[protected], I request that your team take this complaint seriously and provide a clear written response with the refund amount and timeline.

I expect a prompt and satisfactory resolution.

Regards,
Chirantan Ghosh