ASDA Flowers - one unhappy customer

fozzy123_2

I ordered some flowers to be delivered to a hospital by ASDA on Friday, it wasn't until Sunday that a relative went to visit and realised they hadn't been sent!

After four phone calls to ASDA (and four promises of call backs which never happened) I'm absolutely seething. They didn't tell me the item had not been delivered, despite asking for my phone number at the point of purchase.

Each time I have spoken to someone they've given me a different excuse as to why they weren't delivered. I haven't been given any of the evidence I asked for to prove someone actually tried to get them to the ward I specified. However, they've told me I might not be entitled to a refund?!?!?!?!?!

Anyone got an idea of how to pursue this? I'd seriously avoid this service like the plague, the flowers may be cheap, but when you deal with customer 'services' you'll realise why... :mad:

Ivory_Tinkler

I don't think the flower courier would deliver to a specific ward in a hospital - more likely a reception area where they would be forwarded onto the appropriate ward. Have they simply just not delivered at all or have they delivered to the hospital and the flowers have gone missing since?

fergies_army

Alot of hospitals do not allow flowers anymore, perhaps they tried to deliver and were turned away by reception??

nellytheelephant

I know a lot of flower companies state that it is upto the person ordering to ensure that the hospital accepts flower deliveries.

If it’s in their terms and conditions, you may not be entitled to a refund.

fozzy123_2

Thanks for your replies guys!

I specified a ward number on the order and have checked with the ward since they said:
a) No flowers were delivered on the time and date ASDA have told me
b) Even if flowers had been delivered, they would have accepted them

I then rang the main desk of the hospital and they had no knowledge of them either.

The first time I called ASDA they told me they hadn't been delivered because I hadn't specified a ward number...which I had

The second time I called ASDA they told me there was no-one there to accept the flowers...which there was (it's a ward where patients need 24-hour care)

The third time I called ASDA they told me the flowers had been refused...which they hadn't, as the ward had no knowledge of them being delivered

Despite asking for proof of this, they haven't given me any.

Anyone else think this sounds a bit ominous?

Ivory_Tinkler

Sounds like the Customer Service staff haven't got a clue what has happened. However, if you read Asda's flowers delivery information it does state this:

For non residential addresses we will deliver to the the reception area or post room at the delivery address for internal distribution. In this instance, we cannot guarantee the named recipient will receive the goods.

It's possible therefore that the flowers were delivered to a front desk somewhere at the hospital and after that, I suppose they could have gone anywhere.

fozzy123_2

Ivory_Tinkler wrote: »

Sounds like the Customer Service staff haven't got a clue what has happened. However, if you read Asda's flowers delivery information it does state this:

For non residential addresses we will deliver to the the reception area or post room at the delivery address for internal distribution. In this instance, we cannot guarantee the named recipient will receive the goods.

It's possible therefore that the flowers were delivered to a front desk somewhere at the hospital and after that, I suppose they could have gone anywhere.

I've spoken to the two places in the hospital it could've been delivered to (the main desk and the ward I specified) and neither had any knowledge of the flowers having been delivered.

Just spoke to Trading Standards and they've said that if they try pulling that one I can get them for an "unfair contract term".

And so the fun continues...