Written on: 22/03/2014 by Camille1981 (1 review written)
I ordered a bouquet of flowers for my partner for valentines day. Having informed my partner of the flowers ordered I was shocked that by 18:00 they had still not arrived. I checked the email confirmation as I was worried I may have incorrectly selected the wrong date. I did not and the bouquet finally arrived at 09:00 the following day. I was pretty annoyed at this and then to top it off the flowers appeared to be a cheap £10 bouquet of incorrect flowers, nothing like the £45 flowers I had ordered. Included in the bouquet was a £5 voucher for a florist which I assumed was some form of compensation.
I called to complain approximately 3 days later and the customer services apologised and sent out the bouquet again. Again the incorrect flowers arrived even different to the original flowers. When I found out I was furious and so called customer services again. The agent requested I send a photograph of both bouquets to him so he could action a refund. I found this strange as the first agent I spoke to said they always received a photograph of the flowers prior to delivery. A further 3 days past and still no response so I called to chase. I was told the agent wasn't available and only he could deal. I waited until noon the next day and no call back so I again called in to customer services and spoke to the agent. He didn't seem to remember anything regarding the previous conversation and never appeared to open the email. He even asked me what time did I send the email. Following him finally finding the email containing the photographs he informed me it would be escalated to the order escalation team so I could receive my refund.
Shortly after finishing the conversation I received an automated email saying I would receive a response to my query within 3 days. This was on 26th February. A week later still no answer so again a call to customer services. This time I was told the customer escalation team had a backlog (probably due to the companies constant incompetence) and I would have my funds back by the 7th March. This time I requested to speak to a manager. I was informed there were none available and instead was provided an email address for one. I therefore constructed a long email detailing all the concerns and a request to have my funds returned to me asap. This email was sent on 6th March and to date I have not received a response.
On 11th March I called again and was again told all managers were not available. I confirmed the email address for the manager and requested a call back. This call never came and so this morning I called again. Shock horror the manager wasn't available but the agent did attempt to rectify the situation by speaking to the customer escalation team. She returned by saying she would now need to speak to the account department as the query had been outstanding for too long.
Fingers crossed this situation is near completion as it has been a pain!
I will never ever purchase from this shamble of a company again and urge others to consider this prior to purchase. Two incorrect late deliveries and incompetent staff who refuse to deal with customer service.
A very disgruntled customer!