Dear Benty Flowers Team,
I am an overseas customer who placed an order through your online store for a funeral wreath. Below are the order details:
Order No. B3771
Order Date: December 24, 2025
Scheduled Delivery Date: December 29, 2025 (between 3:00 PM and 6:00 PM)
After payment confirmation, I made multiple attempts to contact your team using the methods provided on your website to emphasize the importance of this order, but was unsuccessful:
- IDD phone calls were unanswered and no voicemail option was available
- Emails and WhatsApp messages received no response
- The instant messenger on your website did not resolve my concerns
- The "SHOP" app consistently showed the order status as “Preparing” without any updates
By 21:00 pm on December 29, the deceased's family informed me that the wreath had still not been delivered. At that point, I had prepared for the worst, believing the product would not arrive on time. This caused us extreme distress, as the wreath was meant to be our final tribute to the deceased.
Eventually, I received an email and SMS notification on December 30 at 9:44 am confirming that the wreath had been delivered to the funerals house, just 10 minutes before the funeral ceremony began. While the product was ultimately delivered, the entire process caused significant worry and is unacceptable.
Our request:
We sincerely hope your company will review and improve your communication channels and order tracking system to prevent similar situations in the future, especially for time-sensitive and emotionally significant orders such as funeral arrangements.
Thank you for your understanding and attention. We look forward to your response.