Next Flowers

-=Mr-J=-

Ordered some plants (set of three succluents) from the Next Flowers new range for my parents.

Plants arrived, box opened, they were totally destroyed.
Parents phoned Next, and they agreed to resend.

New box delivered, box opened, again total mess, plants all smashed up.
Parents again phoned Next. Next said they will instruct 'packers' to take special care to pack a new delivery for next day.

Plants arrive, Parents make delivery driver hang around to witness the box opening. Low and behold, the same again. Delivery driver expresses his disgust. There was also a note to appologise and that the plants had been 'specially packed'.

Parents phone Next, who say because of the third failure, they will not send another batch. They offered £25 in vouchers as an appology and promised a refund to the sender (me).

A follow up call from me, and after expressing my dissappointment, Next also offered me a £10 credit to my account as a 'gesture of goodwill'.

All sounds good ... until statement arrives. No refund and £10 stated as 'refund for returned goods'.

Phoned them up and they tell me that my parents took a £25 gift voucher in place of the plants. And that my account had been credited with £10 but they did not know why! I explained the situation to them, but still they argue.

Eventually, CS says (after talking to super) that she would refund the delivery charge. 20 mins later, I am at the point of stating that unless my account goes to £10 in credit and my Parents recieve their £25 voucher, I would take the issue to Trading Standards. CS still would not relent, insisting that I call them back once I had established if my parents had recieved the £25 voucher.
Could not get through to them that it was irrelevant as to the status of my account.

Phoned them back next day, they call up my record, I tell them my parents receieved their complimentary voucher and asked for confirmation that my balance was at +£10. CS said she did not know what I was talking about, and that there were no notes on my account regarding me calling !

Recounted the story yet again. CS put me on hold to talk to super. After 5 mins or so she comes back and says will refund £25 on my account. Asked about the remaining delivery charge. CS said that was taken of my account yesterday. Hmmm, thought you had no record of me calling.

Still not convinced it is all sorted. Next statement will tell me that.
Certainly got reservations on using Next Flowers again. Wonder if I can get the £10 credit paid into my bank account.

sarahlouise210

phew ! I have not ordered flowers from Next myself (Asda..sooo much cheaper!) but I have received flowers from Next that were superb! Just your bad luck..I guess.

-=Mr-J=-

Delivery problems on a new range I can understand, but its the CS run-around that got my goat.

asquiths_2

my friend had a very similar bad experiance with next flowers. paid alot for them first they arrived damaged and almost dead, as you said they said they would replace them and they did...... the next day to a total different address!!! she argued that they hadn't been delivered they said they had looked into it and realised their mistake. they said they would redeliver to the correct address next day. they did but with a totally different bunch of flowers £12 cheaper than the ones she ordered!!!

she eventually got her money back plus a £10 voucher but thats not the point the flowers were a gift.
think i'll stick to asda!!!!!!!!!!!!!!

chalky_bertie

Sorry to hear about your experiences. Unfortunately I do not work for Next flowers but for the company that delivers them. We also deliver flowers for Marks and Spencer. I am wondering wether this was an isolated instance with the delivery. If we get any damaged flowers or knackered boxes then we WILL repack them before they get delivered and obviously if the product is also damaged then they will not be sent out, we will get in touch with the relevant company and advise them of this.

Slightly off point I know but I can tell you that both companies are very popular.

ruthyjo

Just to point out its really easy to view your Next statment online - just select the account tab. At least that should remove the suspense of waiting until the next Next statement to know if your refund has been processed correctly.

hjb123

Dont think I will be ordering from Next flowers - think I am going to stick to Flying Flowers - always had good service from them and when the flowers werent upto standard they replaced them with a good bunch.

H

-=Mr-J=-

ruthyjo wrote:

Just to point out its really easy to view your Next statment online - just select the account tab. At least that should remove the suspense of waiting until the next Next statement to know if your refund has been processed correctly.

Cheers, I did not realise you could access accounts online.

Just checked it out and balance is at CR£10