M and S Red Rose shocker

NEH

Requiem wrote: »

I posted good feedback for M&S, too.

A few negative reviews where M&S screwed up on what is probably the busiest day of the year for flower orders, doesn't mean that there is a "risk" of any sort. You'd get the same "risk" of being let down by either a cancelled order or goods not being as expected from any florist.

After all, how many orders did they fulfill with no problems? I can't help but think that if they cancelled or messed up hundreds of orders there would be a lot more angry people posting about it! In real terms, only a small amount of orders out of thousands(?) were either cancelled or not as expected. I agree that this is disappointing, poor customer service and not what people expect from M&S, but every company makes mistakes at some time or another - announcing your M&S flowers boycott because a handful of people were let down is excessive, particularly as in your case (and mine, and probably many others!) they fulfilled the order as expected.

And as I posted above, I've received a lot of flowers in the past from various companies (though mainly Interflora) and this boquet is hands-down the nicest I've ever received.

!!!! happens, and people are far more likely to sit at their computers ranting about how disappointed and angry they are than to rush to the forums to spout their praise.

I think it is the fact that M and S keep making this mistake....my disaster with them happened a year ago and i know some of the other stories on here are from a while back so it wasn't just valentines day....

I would get them from the shop as i know i can pick them myself but when they use an all round courier i think this is where the problem lies....

shoppingnoodles

My friend at work finally received her valentine "red roses" from M+S today, with a phone call apologising that;

A; The flowers were late and should have arrived on the 14th.

B; The roses were pink, as red roses were only available on Valentines Day itself.

Bless her, she was still thrilled, but if I was her well meaning other half, I would be fuming!

blackturtle

My Valentines Day was ruined to! I ordered M&S roses to be delivered to my wife's place of work and they failed to deliver!

I then emailed customer services with a complaint about the failure by M&S to advise customers at the point of purchasing flowers for Valentine's Day that their delivery would be outside the hours of 9am to 5pm. Having the flowers delivered to my wife's place of work was a complete waste of time.

Customer Service failed to offer any apology and imply that the fault is with the me..

They stated that an attempt delivery of the flowers took place at 17:28 hours. I find this strange as my wife was still in work, there was no card left and no attempt made to contact the telephone number that was asked for when I ordered the flowers.

What I find even stranger is the fact that the flowers were not rescheduled for Tuesday delivery. On looking at feedback left by other dissatisfied consumers on Money Saving Expert. it seems likely that M&S were taking orders they could not fulfill.


I have now emailed Marc Bolland, has anyone had a reply form his office?

I have been a loyal customer of Marks for years but their online service has put me right off the company!