Bloomex review: Undelivered gift basket of chocolate

An order was made 1 month ago - March 4/24 for a basket of Lindt chocolate & confirmed for delivery to a hospital patient on the 5th; the patient was in the hospital four provinces away from me which is why I ordered online. The order never showed up & the patient was discharged without ever receiving it.

This order was time sensitive; I was assured it would arrive on the 5th. Then I was assured it would arrive on the 6th. Then more excuses/reasons were sent to me as to why it was delayed.

46 emails later, between Bloomex and me, I still have not received the basket which was redirected to me as agreed upon because they refused to refund me.

Even after we agreed to have it redirected to me, they resent it to the hospital and then told me that the delivery was delayed due to the weather. I checked - the weather was sunny and clear of any problems in that location.

Of the 46 emails, 10 were "updates" which gave no information that I did not already have (what I ordered; that it had been confirmed & was out for delivery).

Of the remaining 36 emails, I repeatedly pointed out the basket had never been received and I wanted my money back. I was polite and succinct in all but 2 of the emails from my end. The other 2 were when I was running out of patience. (They were still mild.)

In a number of my emails, I requested that someone phone me - no one did. I asked where had the original delivery gone - no answer. I asked where the redirected delivery was - no answer.

I have kept all correspondence in a folder and can provide copies.

They told me, twice, that they had tried phoning me and gotten my voice mail. I have only a cell phone; they have my phone number; no message was left and in fact, no call was ever received. I can provide phone records to prove this.

Yesterday (April 2), I received an email stating that "we wanted to bring to your attention that due to unforeseen circumstances, we had to substitute the Lidnt with Gourmet Basket in your order." (Their spelling mistake, not mine). The basket was advertised on their site & when I ordered as a "Lindt Basket II" with an upgrade. I was not consulted as I would never have ordered something I am not familiar with.

I argued this point and asked when it was to show up - that I could not be home from morning til dusk waiting for a delivery. Not answered.

Now they have offered me a $20 credit for the third time.

I simply want my money back at this point. It has been exactly one month short a day that I placed the order in good faith. I don't want the chocolate now; I don't want a credit at all as I will never purchase from them again. I fulfilled my obligation by paying, a month ago.