First of all, I couldn't deny that Far East Flora has nice wrapping for bouquet. This was the 3rd time I am ordering with them online, and had experience a terrible service!
The flowers should be sent by 1pm on 31 Dec 2010. Recepient has not receive any flowers at 2pm, but a call from their delivery man asking for directions to the destination and asked if he could simply send it to recepient's house instead of office.
As the buyer, I did not recieve a single call from Far East Flora nor the delivery man.
I called the customer service immediately to check what has went wrong. I told the customer service personnel that I insist to have to flowers send to the office and not home. The customer service personnel promised to call back but she did not.
I called in once again, only to know that they could not contact the delivery man directly as they do not have his mobile number. They have to contact the coordination where they will then contact the delivery. They can't promise that flowers could be sent to the office. I asked to speak to the manager, but manager was out for lunch. It was almost 3pm then.
Customer service then called back informing that flowers would be delivered by 4pm.
I trusted that they will do so as promised as the customer service personnel promised that they will put my order as priority even if the delivery time has far exceeded.
To my surprise, no flowers has been received even at 5.45pm! Once again I called the customer service only to know that the delivery man has ALREADY sent the flowers.
Surprising nothing has been received, so I called the driver myself after getting the number from the recepient. Driver has not sent the flowers as all and has no intention to sent it to the office!
Ridiculous! I called the customer service and expect to have a better explanation. No explanation was given. And when I asked for the manager this time round, they told me that all the managers had went for business event, and no one was around. And even if managers were around, they couldn't do anything except for the flowers to sent to home address or get refund.
It was already knock off time, flowers has not been delivered. Surprise has been spoiled, and I am forced to choose to get the flowers delivered to home address around 9pm. Delivery man could not sent flowers to office as he has other orders on hand, WHICH IN FACT, MY ORDER WAS NOT PLACED AS PRIORITY AS MENTION BY THE CUSTOMER SERVICE PERSONNEL.
I was really frustrated as this wasn't the first time I am ordering from them to have it sent to the office address. I ordered last year, same florist, same office address and everything was fine. Yet such nonsense happened this year.
I am definitely not going to let this matter rest, hence I asked the customer serivce personnel for the manager's name & extension number. As told by the customer service, they do not have extension. As I am 100% sure that they have extension number, and even told the customer service that her extension was 705. And this was when she gave me the manager's extension number.

This is totally unbearable! I am pretty sure that the customer service has not been truthful at all. Instead of solving my problem, they seems to be dragging it away. If I have no called in once again when orders has not been received, I believe the flowers would have gone back to the company or simply given to delivery man's wife? So what did I pay for?
I simply couldn't understand what kind of service I have experience!