My daughter received a gift (3 soft teddy bear + few chocolates), bought online from Ferns n Petals, sent by one of our relatives at Gurgaon, on 01 April 2013. day before yesterday i was just having one of these soft toys when i noticed, a metal wire used to shape the teddy bear (all three of them)… a very sharp edge of this wire has all the potential to pierce the skin and cause whatever damage & septic !
I wrote to them, and posted this on the FNP facebook page too, within minutes they removed the post, i posted again, and this time on various comments too… again removed, got a reply from FNP, asking for order details, which i gave them the order details promptly… today i have received this mail copied below.
I see that the person responsible for procurement is either not doing his job or is simply ignoring the quality & safety standards… may be for kickbacks or just plain ignorance. Which ignorance can cause serious harm to the customer, this was just a soft toy, what about chocolates & cakes and all those consumables, nobody knows from where it is bought & supplied in what condition.
At one point i was contemplating becoming a franchisee for FNP. Thank God, I did not pursue !
I Quit on Ferns n Petals, you also take care on what you buy from FNP on your own risk.
(a grave concern for me, as my daughter had a medical procedure done couple of months back, and requires utmost care/safety from any kinds of infections)
Mail from FNP & the wire photo:
“Dear Ginni Xanders,
We would like to notify you that we have received the order number (701391346) and forwarded the complaint to the concern department to take action against the concern delivery department . We appreciate and thank you for the patience reposed and generosity displayed while addressing this issue.
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Editor’s note:
Update from FNP: (email sent to Ginni on 18/4/2013 – as mentioned in the comments below)
“Dear Mr.Xanders,
We request you to kindly confirm if we can arrange the redelivery of the order along with the apology note or process the refund for the order. We will ensure, such situation never occur in future. Kindly accept our sincere apology for the inconvenience this may have caused to you.”
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asha chaudhry
thanks for sharing this ginni. i’ve picked up flowers from ferns & petals many a time, but never soft toys. scary 🙁
Daman Anand
There is no point creating a face book page when you can not tolerate negative comments. This really tell you all about a company.
aAlok Khemka
i have had this experience several times… its really annoying ..
Manoj Awasthi
Ferns n Petals is I can safely say infamous for this – they use social media just as a promotion portal – not as a platform to connect with customers more closely. Just go and see their behavior on valentine’s – “always busy” customer care lines, no response on facebook (while your comments, if they contain something negative, get removed very very promptly).
I don’t know what is causing such behavior. Probably haughtiness of being biggest player in the market.
Harsh Bhatia
No point dealing with companies who cannot stand negative criticism. Only if the company had accepted its mistake and apologized for it on the post itself then the customer would have respected them all the more and would have given them a 2nd chance.
Ginni Xanders
Update from FNP:
“Dear Mr.Xanders,
We request you to kindly confirm if we can arrange the redelivery of the order along with the apology note or process the refund for the order. We will ensure, such situation never occur in future. Kindly accept our sincere apology for the inconvenience this may have caused to you.”
Totally missing the point, I do not need a refund, or a fresh delivery… till date only the customer service is interacting with me. None of the company executives has bothered to even write a word… forget calling. I am not even sure if the top management has sill come to know of the issue.
Social media, is just to drive traffic on the website nothing more than that for them…. and please keep the apology note with you ! It is just another piece of paper that you would give.
don’t pacify me, make your customers happy with value & service for the money they spend with you !
asha chaudhry
ginni – quick q – when did you receive this email from them?
Ginni Xanders
Well just checked… i actually got this yesterday morning, but i checked it in the evening…
Ginni Xanders
Here is the latest from Ferns n Petals:
“Dear Customer,
Please accept our sincere apologies for the inconvenience caused to you!
Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. We can feel and understand the pain, which you have gone through.
In this regards we are arranging complement bouquet of flowers with an apology note. And here is the discount coupon of 10% which you can avail on our website any time.
********** (I have removed the coupon code)
You* deserved better—a lot better—from us. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you again soon and provide you the positive Experience you have come to expect from us.
We would like to thank you for helping us to improve our operation and services, and very much hope that you will remain a valued customer.
Flowerly Yours,
Sajad Hussain
Ferns N Petals Pvt ltd.”
Sajad Hussain is a Product & Category Manager at FNP. Why can’t one of the seniors just give a courtesy call, I am not seeking an apology, but somewhere i sense that none of the seniors are either aware or just turning a blind eye to customer issues !
FNP, please note, i don not need an apology, nor any complementary flowers, keep the discount coupons, get your house in order that should be good enuff for us as your customers ! After all is it that difficult to manage quality in an organization ??
Regards,
Ginni
Jitender Gyani
Dear Ginni,
Thank you for sharing your experience with us. Please know that all our supervisors and manager are dedicated to resolve customer’s concerns on priority.
In your case, we tried reaching you on your registered contact number, however, it was not reachable. We would request you to kindly share your contact number again on support@fnp.com so that our senior representative will get in touch with you to provide a swift resolution to this issue.
Best Regards,
Jitender Gyani
Ferns N Petals Pvt. Ltd.