On 9 September 2010, I placed an order for a fruit basket to be delivered to my sister in Hong Kong who was celebrating her birthday, specifying that the order was to be delivered on the same day. Not only was my order delivered late, the fruit basket contained rotten fruits. This upset my sister very much who called to inform me. If she had not called me, I would not have known about the unprofessionalism and dishonesty of this organization.Although there are contact numbers listed on the web site, no one answers the calls that I made. When I emailed them to complain, seek a refund and an apology to my sister, they promised to investigate but kept dragging their feet about the matter. When I told them that I would lodge a complaint about them if they still refused to do what I asked, they became arrogant and challenged me to go ahead and report them. You can gauge their arrogant attitude from their email replies to me attached below. With this complaint, I hope others will avoid being duped by this dishonest organization. They claim that they have many satisfied customers. I dread the thought of my associates and friends who received poor quality fruits from this organization but are too polite to inform me, unlike my sister. They even lied to me in order to keep the sale by saying that my sister wanted them to make a re-delivery. Do you think my sister would want to have anything to do with them after what they did? My sister was already so upset with them!

Email exchanges
Me to Hongkong FloristAssociation after chasing for refund for 1 week and still getting offers of re-delivery which I refuse after what happened. I just wanted a refund and an apology:
Sara
I will not accept a re-delivery. Neither will the recipient. You should be aware that the gift was for an auspicious occasion which was marred by the delivery of the basket of rotten fruits. Please don't add insult to injury by offering a re-delivery.This matter has dragged on too long. If I don't get a full refund from you and an apology to the recipient by tomorrow, my next course of action will be made without further reference to you.

HongKongFloristAssociation to me:
One thing I would like to make very clear is that “All complaints need time for verification and correction”. Everything cannot be carried out instantaneously. We have not ignored your E-mails or complaints and have been dealing with your complaint very promptly. Also I would like to request you to please stop threatening us with “What you will do to us?”
The recipient asked for re-delivery and you have asked for cancellation? Whose request should we cater?
Sara
Customer Care

Me to HongKongFloristAssociation:
Sara
Your arrogance exceeds your dishonesty. Let me make it very clear to you that I do not wish any re-delivery. I want a full refund and an apology. And if you think I am threatening you, please go ahead and ignore my deadline.

HongkongFloristAssociation to me:
Okey “Deadline Ignored”. A refund which could have been much simpler has now been made complicated…