flowers delivered with broken vase

baileybabe

Hi,
Am hoping that someone can give me some good advice with a problem I am experiencing with Next.

I ordered flowers as a xmas gift for my sister. There is a wide selection of flowers, and I opted for a bouquet which included a vase.

The flowers arrived on xmas eve, but when my sister opened the box she discovered the vase was shattered into pieces.

Incidentally, I ordered 4 sets in total for my sisters and mum, costing around £120.

All other deliveries arrived intact, except this one. I called Next staright away, but they were closed for xmas.

I emailed straight away to let them know of the problem. I was emailed a few days later with apologies and an offer of a replacement vase and a £5 voucher for the recipient.

I emailed back to say I felt this is unacceptable, as I paid full price for a full product, I feel as though the item should be fully replaced or fully refunded. After all, I paid for flowers with a vase, and that's not what I received.

They have emailed me to say that they feel the flowers are the main present and the vase is only part of the gift, so they feel their offer is fair compensation.

I don't feel the same. Is there anything I can do? Or do I have to accept their offer of compensation?

Any advice appreciated.

DVardysShadow

baileybabe wrote: »

Hi,
Am hoping that someone can give me some good advice with a problem I am experiencing with Next.

....

I emailed straight away to let them know of the problem. I was emailed a few days later with apologies and an offer of a replacement vase and a £5 voucher for the recipient.

I emailed back to say I felt this is unacceptable, as I paid full price for a full product, I feel as though the item should be fully replaced or fully refunded. After all, I paid for flowers with a vase, and that's not what I received.

They have emailed me to say that they feel the flowers are the main present and the vase is only part of the gift, so they feel their offer is fair compensation.

I don't feel the same. Is there anything I can do? Or do I have to accept their offer of compensation?

You don't have to accept the compensation, if you would feel better to smoulder.

It is difficult to know what would be a satisfactory resolution. If your recipient gets flowers and a vase, it will still be on the wrong day. But given that there was no vase, did your sister have to put the flowers out to compost straight away?

I think that the offer is not totally wrong, though I think a £10 voucher might be nearer the mark.

pinkshoes

I think that the offer from Next is fair, and you are getting the replacement vase, as well as a £5 voucher.

Are you saying your sister didn't have any other vases and had to go out and buy a vase for the flowers? In which case, then £5 should instead be whatever she paid for the vase.

Sunshine12

Technically you didnt get what you paid for so they should as a gesture of goodwill refund the full amount to you IMO.

*LoopyLaura*

Surely its acceptable? As I read it they are replacing the vase AND giving you £5? It is annoying yes & I too would be miffed but they are replacing it?. Breakages in transit happen, no big deal & they couldve just offered to replace the vase & not bothered with t he £5 voucher.

tbw

The present was a vase plus flowers. If the vase was broken then that spoils the gift - opening a present and finding part of it is in bits is disappointing and takes the gilt off the gingerbread.

I know mistakes happen and things get broken but thats nothing to do with the OP or her sister and its something that the supplier has to deal with. A new vase - delivered days later after the flowers are past their best does not adequately make up for the disappointment as the sister now has no decent flowers to put in it!

A company that was bothered about its reputation would have sent a new vase AND flowers to the sister, apologised to the OP and possibly given a discount off any future orders. The OP was apparently a 'good customer' (she did say she ordered several gifts at the same time) and I would have expected the company to make a bit more effort to keep her happy.

baileybabe

I have decided to give up and accept the offer. Just a bit miffed as I feel that an empty vase is no gift at all.

Thanks for all the replies, it's great to get different outlooks to a problem.
Much appreciated.

tbw

baileybabe wrote: »

I have decided to give up and accept the offer. Just a bit miffed as I feel that an empty vase is no gift at all.

Thanks for all the replies, it's great to get different outlooks to a problem.
Much appreciated.

Your Sister didn't get a full, undamaged gift so she should get a FULL replacement ! Tell them you want a complete replacement - and that they can have the flowers back if they want to be petty!!!