We placed an order for Rakhi hamper on 3rd Aug. Delivery was promised the same day. Till the 6th morning, the delivery has not been made. The festival was on 5th Aug!
What’s my learning? If you have any important delivery, don’t go to Ferns & Petals. Did I follow up on my order? From the night of 3rd August till the morning of 6th, I sent about half a dozen emails, made about 20-25 odd calls.
Did I escalate the matter?
Yes, I did. I called up and SMSed everyone possible in their organization to get an answer:
Their Vice President.
The Marketing person
The Complaint officer
The Call centre agents
The VP was too busy - may be he was presiding over the chaos - and didnt take my calls, neither replied to messages.
The Marketing person said she will look into it. And she only kept looking into it!!!
The Complaint officer and agents. Talking to them was as intellectual an experience as talking to an electricity pole. There was no convincing reply nor any proper delivery status.
By late evening of 5th Aug, their call centre number became unreachable. I think they hung it up to avoid customer calls! Very much like an Ostrich - burying their head in sand to avoid any danger!
Are these guys honests?
Not sure, but they are certainly a bunch of dishonest frauds. I was surprised that they changed my delivery date to 5th Aug all by themselves and said that I asked for the change of date. That was a smart move to justify the delay!
Are they a big company run by professionals?
Actually no. They are small time business people who created an English brand name to make it appear that they are large company.
Talking to their executives was such a nasty experience. I mean none sounded like corporate executives. You get the same feeling as talking to the roadside flower shop attendant.
So what?
If you order flowers from Ferns & Petals, they will deliver deliver ’Arthi Ke Phool’. Your order will reach you so late!