The reviews on this site are very different from the testimonials included on the Lillian Rose Flowers website which are all very complimentary,
I was very disappointed with the flowers sent to a funeral and complained to Lillian Rose Flowers and was offered replacement flowers or 'some sort of refund'. As it was too late for replacement flowers, I asked for a refund which I would add to my donation to the Macmillan Nurses. Since then I have received no reply to several emails.
I wondered whether they are obliged to honour their offer of a refund? My query was dealt with by the Manager and Director of Lillian Rose Flowers.
Hope you can advise me.
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I'm no expert in consumer law, sorry. You might try looking at the Citizens Advice website.
Go to the Citizens Advice webpage.
Click on 'Consumer' in the horizontal menu near the top of the page.
Scroll down to near the bottom, then:
Under 'Taking action about consumer problems' choose 'Common actions you can take'.
From the next page under 'Getting a refund' choose 'If you want your money back'.
Looks like you could argue that your goods were not of satisfactory quality which means you are entitled to a refund. But getting the money out of them is a different matter. Seeing as they have so many complaints on this site you could always threaten them with a letter to Trading Standards/the council?
I wish i had googled this florist before i spent my money on flowers from them. The flowers they supplied were nothing like the ones on their website and when i complained they said 'did you take photos'...it was my Nans funeral!!! Yes, i just popped the camera out in my moment of grief as i had nothing better to do !! I also advised them that i couldnt return to take photos as it was over 100 mile round trip and it was snowing. They were dismissive, unhelpful and basically rude. It doesnt surprise me that you have not had a refund or a reply.....i never did. I hope you get something back from them.
I could not find a way of thanking the two members who answered my query re Lillian Rose Flowers so I am using this link to thank them for their interest and advice.
I took the advice of faffer1000 and within a couple of days I was contacted by Lillian Rose Flowers for my credit card details so that they could effect a refund which I will pass on to Macmillan Cancer Support.
If more people follow faffer1000's advice, Lillian Rose Flowers may improve their online customer care service.