kapruka.com

Extremely Disappointing Experience with Order Fulfillment

I placed an order on 6th December for a cake, trimmer, and flower bouquet. Initially, the order was confirmed, and I was asked to make the payment only after that. Trusting the confirmation, I paid the full amount.
After receiving my payment, I was then informed that the trimmer was unavailable and was asked to select alternatives. This is completely unacceptable. If the item was not in stock, the order should never have been confirmed or payment accepted. The trimmer was the key item, and this situation ruined the entire purpose of my order.
I immediately requested a refund for the trimmer. The price breakdown is as follows:
• Cake – LKR 7,391
• Trimmer – LKR 20,423
• Flower bouquet – LKR 3,251
• Total item value – LKR 31,065
However, I was charged LKR 33,174, which included an additional LKR 2,109 for delivery or other charges.
As of 23rd December, the refund had still not been processed. Each follow-up yielded the same excuses: “not today,” “tomorrow,” “on Monday,” “on Friday.” This is not what customer service should be — it feels like a deliberate attempt to delay and avoid responsibility.
Even worse, for a trimmer priced at LKR 20,423, I was refunded only LKR 15,890, with no explanation, breakdown, or justification provided. This seems like a wrongful deduction of funds.
The support staff lacks professionalism, offers misleading information, and does not take accountability. Requests to speak with a manager were ignored. Instead of providing a direct contact, I received a generic email address, evidently to evade responsibility. Calls were never redirected to someone who could help.
The service is misleading customers, particularly those overseas, by confirming unavailable items, taking payments, delaying refunds, and making deductions without explanation. This conduct is unethical and dishonest.
If this issue is not promptly resolved, including a complete and justified refund, I will be compelled to leave public reviews, file formal complaints, and escalate to the appropriate consumer authorities. I strongly advise others against using this service for important or time-sensitive orders.

Date of experience: Dec 23, 2025