I ordered a handbag filled with roses from NetFlorist for my mother this past Valentine’s Day, but what they sent me instead was a wooden ornament containing five little roses.
When I complained they apologised for a mass Valentine’s Day mess-up via their Facebook page, they reached out to say that they had run out of the stock I ordered, and decided to swop it with the ornament they sent (without consulting me).
They then offered a R100 voucher off my next order, which I declined as I never want to make use of their website again.
Seeing as they charge a R65 delivery fee, that R100 off essentially amounts to R35 off my next order.
And seeing as they never stated on the site that they could at some point replace the stock with whatever they have in store, am I not entitled to some kind of cash refund?
They also have a satisfaction-guaranteed promise plastered all over their site; what happens in the event that they don’t live up to that?
Ryan Bacher NetFlorest’s MD, says: “Thanks for giving us the opportunity to respond. NetFlorist has been helping its customers celebrate Valentine’s Day for 18 years - together with the growth of e-commerce, each year - we continue to experience exponential growth, exceeding 25 000 deliveries this Valentine’s Day.
NetFlorist is as passionate about Valentine’s Day as are our customers and appreciate the emotional pressure that accompanies this occasion.
We apologise to every customer where we have failed to deliver on time and take non-deliveries or customer complaints extremely seriously - when we fail to deliver even one order, we take it personally and feel like we have dropped the ball.
I am very distressed that we have an upset customer, who has felt that we have not resolved her complaint satisfactorily.
We do have a substitution policy that is available on our website and is included in the receipt e-mail that gets e-mailed to our customers. Our guarantee is that for any non-delivery or product quality issues, customers can either request a full refund or a redelivery.
In the case of a refund, we request collection of the original product. This is mostly to protect us from fraud.
From our call centre logs - it shows we did offer Ms Selisho a R100 voucher
in compensation for the substitution
of the different design of the metal handbag. She, however, did not accept the voucher.
We then offered her a full refund, which is subject to us collecting the original product (this is to prevent fraud). She refused to allow us to collect product.
We would still be more than happy to refund her in full, though.