Flowers not as advertised

kirsty80_2

Hi

Can anyone advise me where I stand with this. I ordered flowers from lillian rose flowers . co . uk the bunch I ordered we called Vibrance (£45). I placed this order at 15:57 on the 13th July. I requested delivery for the 14th July. The order was accepted and I received confirmation that the flowers would be delivered on the day that I requested.

However, when the flowers came they were nothing like the bunch that I ordered. I contacted the number on the web site straight away and was told that in the T&Cs it was stated:

1.4 All Products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute a Product of equivalent value and quality without notice


Flowers I received:


Light blue, white, small looking (can upload picture)


Flowers I ordered:

Orange, purple, yellow (can upload picture)

Lillian Rose email Reply:
but as I said we have a substitution policy and as we had no orange
we had to change, the reason I didnt ring you was it was a substitution policy. I am happy for you to swap the bouquet for a more colourful bunch, please let me know if you would like to do this and I will make sure Angie has the
exact flowers you require and give you the address in Chessington.
Just one thing, I delivered the bouquet today from our nearest local shop so you were not disappointed, you ordered it at around 6pm after the 2pm
cut off, so there was no way I could have got it there today otherwise! Our local shop had no orange, so that is why I had to use the policy, please

see my t's & c's, my solicitor has said my t's & c's are correct. Please let me know what you would like to do


Should I have to make the journey all the way to Chessington like is mentioned in their reply above?

Also I have confirmation on the order being accepted just before 4pm.

In my view they had my phone number so surely they could have contacted me before delivering flowers that are nothing like what I ordered??

I would really appreciate any advise as the florist isn't being very understanding about this.


Thank you in advance

KN

McKneff

Cant help much but it did say that the cut off time was 2pm.

Were the flowers nice anyway.

If they were I cant see why you are getting up tight about it tbh

kirsty80_2

The flowers weren't what I ordered and no they weren't nice. Especially as the person receiving them hates blue flowers. I specifically ordered the bright bunch as they like bright cheery flowers. At £45 a bunch I would expect the flowers I ordered. If they had called me to say that the delivery cut off point was 2pm then I could have got flowers from else where? Why take my order if they can't fulfill it???

Mimi_Arc_en_ciel

kirsty80 wrote: »

The flowers weren't what I ordered and no they weren't nice. Especially as the person receiving them hates blue flowers. I specifically ordered the bright bunch as they like bright cheery flowers. At £45 a bunch I would expect the flowers I ordered. If they had called me to say that the delivery cut off point was 2pm then I could have got flowers from else where? Why take my order if they can't fulfill it???

It does state on their website quite clearly that the cut off point is between 2pm - 3pm depending upon what day you order so why would they call you to tell you the cut off point?

It also states clearly in the T&C "All Products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute a Product of equivalent value and quality without notice."

This is a general T&C from ALL florists.

You mentioned that they weren't "nice" but the only reason you give is that it contained blue flowers. Thats a ridiculous reason to state they "arent nice" - was they dying etc?

The florist has offered for you to have another bunch of flowers - I think the florist has been more than reasonable in this case. If the flowers had been dying etc then yes, by all means the florist should re-deliver. But no, I dont think that the florist should have to redeliver because someone doesnt like blue flowers. Just tell them to pluck them out of the bunch if they are that bothered

Lip_Stick

How come the bunch didn't have any purple or yellow in either, if they'd only run out of orange?

piglet25

I have to say that I would recommend going directly to your local florist next time, they will always try to help you out. A substitution policy should be used if a shop has lets say, no white roses and has to use cream. Not if a shop has no white roses and decides to put yellow daffs in instead. If this were the case then people would just order random bouquets, as it is people select a bouquet suitable for the recipient. I would ask for a refund and if this is not forthcoming would go further with this, for Mimi's information not ALL florists have this in their T & Cs, I certainly don't. If a type of flower is not avaliable then the customer is informed before the bouquet is created to allow them to choose another flower or to cancel. And I would love to see Mimi's face on Valentines day when their bunch of white chrysanthurums comes trotting up the path instead of their ordered (and paid for) grand prix roses - priceless!

Churchmouse

And further to piglet's point. I'd say if you want flowers delivered some distance away, try to find a florist local to the recipient. Give them a phonecall, I've always found them most helpful, and happy to discuss all options. Once the kind lady put together a bouquet and delivered it to a friend who was having a hard time within a couple of hours You'll get current information of what's in stock, what's in the best condition etc

Mimi_Arc_en_ciel

piglet25 wrote: »

I have to say that I would recommend going directly to your local florist next time, they will always try to help you out. A substitution policy should be used if a shop has lets say, no white roses and has to use cream. Not if a shop has no white roses and decides to put yellow daffs in instead. If this were the case then people would just order random bouquets, as it is people select a bouquet suitable for the recipient. I would ask for a refund and if this is not forthcoming would go further with this, for Mimi's information not ALL florists have this in their T & Cs, I certainly don't. If a type of flower is not avaliable then the customer is informed before the bouquet is created to allow them to choose another flower or to cancel. And I would love to see Mimi's face on Valentines day when their bunch of white chrysanthurums comes trotting up the path instead of their ordered (and paid for) grand prix roses - priceless!

All the flower shops ive used have always had this in their T&C's I did a quick check on a few websites before putting that comment and they all said the same thing. I'm not so sure about small local shops - I tend to only use these if i'm ordering away (So If I am sending flowers to Stirling, I'll ring a stirling flower shop) Generally I dont have the problem because I'll say "make me a bouquet worth £xx and deliver it please" I generally dont care what the flowers are, as long as they look nice. If I KNOW someone doesnt like, for example the colour blue, I would say "any flowers except blue ones" and if trhe ungrateful person turned round and said "it was an awful selection because it had XX flower in it - They wouldnt be getting another!

Wouldnt happen to me with OH - he buys chocolate . . . .cant go wrong with chocolate lol :rotfl:

I would understand the OP's issue if the florist never offered to swap the flowers - but they have - so i generally dont see the problem?

DaisyFlower

I dont see the problem either, leaving it until 4pm when you wanted the flowers next day you were actually very lucky to get a delivery!

They have offered to swap them which is more than reasonable.

Have seen a few posts now where people complain about flowers and demand refunds therefore getting free presents. I can understand if they arrive damaged or dead (postal ones) but not because they changed the flowers colour.

piglet25

Mimi, you check websites t & c and you will find that written there but as I explained there is a limit on substituting. If you order goods online and they send you say, a bright yellow coat instead of a classy black coat, and then say ' well time was getting on you know, drive to our suppliers and swop it if you don't like it' what would you say?
And Daisy flower, the reason you have seen a few complaints about flowers on here is that some florists send out truely shocking work. Also, if the sender is in London and the recipient is in Scotland you may get the odd florist realising that the sender isn't going to see the flowers and the sender isn't going to say ' oi Fred, the flowers you ordered for me were vile!' so they don't make an effort and frankly when that happens they deserve to be complained about.

Lip_Stick

Sounds to me like the florist used a bunch of flowers they'd created earlier and not to specific requirements. As I said earlier, why not use the yellow and purple flowers asked for and just substitute the orange. Why change all the colours completely?

It doesn't matter what time the bouquet was ordered. The order was accepted.

Here's a pic of the bouquet ordered.

OP can you upload a pic of the flowers you received?