Complaint regarding lack of courtesy, unprofessional work culture and extremely poor follow ups.

To whomsoever it may concern (I highly doubt if it will concern though),

Having heard volumes of good things about Ferns n Petals from some friends, I committed a blunder of trusting on you for getting a gift delivered, for an occasion that meant a lot to me. My order number is 700889428 and it is regarding a product that was supposed to be delivered to a person in Chicago, USA on 16th December, 2011.

I was browsing through Ferns n Petals website on 15th Dec, when I came across a product that I liked. I continued to the filling of addresses and to the payment section. As I was filling the details, I got a call from a Ferns n Petals customer care executive (of whom I don’t remember the name). She informed me that there is some technical glitch with the online payment system because of which I would be required to tell her the details on phone and that she would assist me with the payment. She told me that she would confirm if the product could be delivered on 16th Dec and told me later that its possible that the product would reach the concerned person on 16th Dec evening (Chicago local time). I agreed and she assisted me with the payment. I got a mail confirming that the payment has been made and that the delivery is scheduled.

I waited patiently for the time to come when the delivery was expected. I didn’t get any confirmation from the person who was to receive it. I called ferns n petals on 17th Dec and was attended this time by Miss. Maninder Kaur, who told me to mail the concern to fnp and that the delivery was already made but due to the different time zones, it could not be verified as to who had delivered and to whom it was delivered. All this time, I was constantly on a follow up with the person who was expecting the delivery but all I got to hear was a “no.” I kept on mailing fnp in this regard but all I got was an automated reply stating how sorry people are feeling for my problem. Miss. Kaur told me that due to an international delivery, the correct and full information can only be received once the office hours start in Chicago (or your USA counterpart as may be the case). She asked me to mail stating my problem and assured me that I would not face such trouble again. She told me that she would be personally seeing into the matter and that my concern has been prioritized.

It is two days since then. I called this afternoon to fnp and requested the customer care executive to transfer the call to Miss. Kaur since I could make her remember my case and I might get some insight to the problem solving as she promised. To my anger and shock, she told me the same thing that she did on Saturday (17th Dec) and that she could not verify the things because the office hours are over in USA. She asked me to hold the line and I did for a good 6-7 minutes and then all information that she could fetch was that my concern was on a priority basis and it would still take some time for things to get verified. The call got disconnected and she didnt even had the courtesy to call me back and apologize. I was taken for granted and that I would call again, speak to a new person again, state my anger, my frustration from the very beginning and then be disappointed again. What the bloody hell? Do you think I am a fool to waste my time and money every time by constantly following up like this?

Moreover, I called. Because it was not Miss. Kaur, it was not fnp but I was bothered to know about the sad state of affairs. This time I was attended by one Miss. Pooja, whom I requested to transfer the call to Miss. Kaur. She kept me on hold and then told me that Miss. Kaur is busy attending other customers and if she could assist me with my problem. I told her the problem from the grass root level and the kind of follow ups I was maintaining, the mails and the calls. She fetched some information and told me that the delivery is indeed made and was MADE TO A WOMAN.

MADE TO A WOMAN? What the hell is that supposed to mean? How many women do I know in Chicago who are supposed to know the person who is intended to receive the gift? This is atrocious, outrageous, stupefying and horrendous. How can someone be so irresponsible to deliver a gift TO A WOMAN? WHO IS THAT WOMAN by the way? What a fool the delivery team is! They don’t even think it necessary to verify before handing over stuff to someone. I gave name as well as the contact number. What was the reason to hand over the gift to A WOMAN?

Since 16th December, all information that could be fetched from your end was that the product was delivered to a woman?

In the light of such circumstances and the experiences that I have had with ferns n petals, I am very sure never to trust Ferns n Petals. Your shear irresponsibility, lack of information and poor follow ups have just spoiled someone’s birthday.

P.S.
Miss. Pooja had asked me to send a mail stating my concern and query. Mentioning that the gift has been delivered to a person who was not supposed to receive it (THE WOMAN), and not to the person who was indeed supposed to receive the gift. The birthday’s long gone. You may keep the gift with yourself and money as well. The money’s no concern to me because this has taught me a lesson that I can never forget, i.e. Ferns n Petals – the company, its work culture, its systems of delivery.