Written on: 29/09/2013 by StephenM-S (1 review written)
There was a problem with my order - a bouquet for my wife to mark our 20th wedding anniversary, to be received while I was away. It got delivered elsewhere in error.
However, the response to my complaint was exemplary
an email response to my complaint was sent at 7am the following morning; a promise to investigate and get back to me by 9.30am which was met (by both email and phone); a very genuine and concerned apology; an immediate (unprompted) offer to refund the cost AND send a replacement bouquet the following day; follow up emails and calls to check that the bouquet was received.
- And the bouquet itself was, I thought, of excellent quality - and so did my wife!
I feel that the acid test for a supplier is how they respond when things don't got to plan. I couldn't fault PJ Mulley's response, they totally 'turned round' a difficult situation and I will definitely use them again.