Lillian Rose Flowers - www.lillianroseflowers.co.uk

Lillian Rose Flowers - www.lillianroseflowers.co.uk
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Asked by Trishie on 3rd December 2017 Report this content
Oh! Dear, I ordered some flowers for a fellow member of a tennis club who is recovering from an awful car accident and after reading reviews here, I am concerned. I ordered and paid by telephone. Later I rang to request a receipt; I was told they were sent out at the end of the day. Twenty four hours later, still no receipt. I am now anxious that the flowers will not arrive on time and to add insult to injury, will not be fresh. Under the circumstances, that would be awful. What should I do?

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Answers (2)
Report this content rufus0138 Written on: 04/12/2017
If it were me I would say "if they cannot be delivered on time I would like an immediate refund as the recipient will not be there to receive them and they cannot be left with a neighbour." Hope this helps.
Report this content Jemajk Written on: 04/12/2017
My flowers were a day late! They are awful, never replied to my emails. Terrible customer service.
Asked by Cc245 on 14th February 2017 Report this content
Has anyone received inferior flowers which arrived late and had no replies to the emails?

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Answers (3)
Report this content SueNeate Written on: 15/02/2017
I have only used them once and it wasn't at one of the busiest times of year for a florist. My experience of them was totally positive.
Report this content MrsJones64 Written on: 15/02/2017
I ordered what looked like a beautiful bouquet from them and what arrived was completely unlike the photo on their website. It was embarrassing. They are rude and unhelpful and simply do not care. I would imagine after Valentine's Day you are not the only person complaining, hence you have had no reply. This company seem to have got to the top of a Google search and that lures us in...but do not be under any illusion that your complaint or dissatisfaction as a paying customer will be dealt with professionally, it won't be. I seem to remember not giving up in pursuing them for a refund which I think I eventually got in part. But I think that was only because I wouldn't go away. I'm sorry to say that you might just have to join me in the lesson learnt club.
Report this content Lemur-in-the-sun Written on: 16/02/2017
No. Never received any flowers, after ordering a "lovely" bouquet for my mother's 80th. But after making a big fuss, i did get my money back. You probably will get a refund eventually if you keep trying, though it does not compensate for the disappointment they cause, over and over again.
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Asked by Fourspoons on 14th December 2014 Report this content
Has anyone successfully pursued Lillian Rose Flowers for refund through small claims court or been advised by trading standards?  

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Answers (3)
Report this content Designerflowers Written on: 18/12/2014
I really cannot answer that question. I was recipient of a unsuccessful bouquet. My Brother was the sender. He did manage to get £20 returned which was 40%. The claim would have to come from him personally. I have read in the reviews that someone was reporting them to Trading Standards, but what came of it; I do not know.
Report this content FTP1234 Written on: 15/03/2015
I am going to speak to citizens advice about reporting them. There is something very suspect about this company. I paid on credit card so am going to raise a dispute this way as I doubt they will sort a refund for me. I was fobbed off on the phone and no response to any emails. I am so cross.
Report this content DarylClucas Written on: 28/04/2015
I have been let down by this company as well. They take your money, deliver late and send you inferior, very small flowers for the price and then shut all communications down. They will not respond to you at all.
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Asked by Malvis on 25th March 2014 Report this content
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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Answers (4)
Report this content faffer1000 Written on: 25/03/2014
Hello, 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?
Report this content kw280870 Written on: 25/03/2014
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.
Report this content Malvis Written on: 05/04/2014
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.
Report this content misterg64 Written on: 06/01/2015
I have asked for a refund after 3 failed deliveries. When I said I would be reporting the company to trading standards for awful service, appalling customer services after I have had to send 21 emails, I was more or less threatened by company director that if I 'defamed' in any way they would take action! I will be talking to citizens advice and trading standards. Again, lesson learned that in future I will Google reviews for any online company.
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