Few days ago, we had the worst experience dealing with Ferns N Petals. Currently I am in Brussels, Belgium and I ordered a cake from their website to be delivered in Kolkata, India, for the birthday of my niece. Before placing the order, I called them to confirm if the item is deliverable to the pin code.
They confirmed it. Then I placed the order(Order number OR-13926221) to be delivered on the very next day. The delivery time slot was 8am - 1pm. At 2 pm I called my home to ask if the cake reached. But still it was not delivered. I immediately called up the call center of Ferns N Petals; they said the delivery boy is on the way. I waited another 1 hour, still cake not delivered.
I called them up again, to my surprise; they said that the cake is delivered already. I said, its not delivered yet, can you produce the slip where customer signed while accepting the cake? They assured me to send me the scanned slip immediately by email which I am still awaiting.
Then I called up my home and asked my sister to follow up with them. She called them several times to get the same reply . "We have mistakenly delivered the cake to someone else and you will be getting it back within 15 minutes". Still the delivery was not done, my sister called them another 3 times(after every hour). Finally she got a call from a telephone booth owner that a small kid was looking for our address.
To her surprise, a small kid, barely 10 years of age, has come the long way to deliver the cake. The kid had a cell phone to call our phone number, but he had to use PCO as the phone’s battery ran out. The kid neither had any slip mentioning the brand, make or weight of the item, nor he had any receipt to get sign of the receiving customer.
This is the whole story. Now I like to ask Ferns N Petals a few questions, hope I will get satisfactory answer.
1> Don’t you feel ashamed of using child labour?
2> How do you really track that the orders are reaching to their exact destination?
3> Why a customer will be harassed so much that s/he has to follow up with you 7-8 times over phone?
4> Why the delivered articles doesn’t carry any receipts having details of the items?
5> After paying such a hefty price also why your cakes are not fresh?