My mother spent last week-end for the first time away from her 6 grandchildren as she recently moved to Kingston, 21/2 hours away from her family. Being Mother's day she was extremely upset and very sad so we thought we would cheer her up with a nice plant basket for her new home and for Mother's day. We placed our order at 10:20am Saturday May 9th hoping for same day delivery. We received the confirmation email stating our order was received and that the order was processed and a delivery route had been assigned to it. When the order didn't arrive Saturday, we couldn't get a response from the phone numbers or online chat and emails went unanswered. Since they do Sunday deliveries we waited all day for a call saying she had received her basket on Sunday, however she didn't and she just continued to sob on the phone about how much she missed us and how special Mother's day used to be. Monday brought no resolution, the calls went directly to voicemail, the online chat never answered and emails went unanswered. Tuesday we finally managed to get someone on live chat who rudely dismissed us with a quick comment 'we'll contact you by email'. 5 hours later we received an email with one line written... Your order has been refunded. That's great, no apoligy, no delivery, and how do I expplain this to my mother... Or even begin to make it up? I'm hoping they will do the right thing and send her flowers or the basket with a heartfelt apoligy. This will do little to fix her first Mother's day alone, but at the very least she'll know she was thought of.
0 comments