Flowers not as advertised

kirsty80_2

I think I will put together a reply email tomorrow incorporating some of the points on here and send it and see what they say.....

piglet25

kirsty80 wrote: »

Email sent to Lillian Rose with picture of flowers attached:

Dear Lillian Rose Flowers

I ordered some flowers off you on Wednesday for delivery Thursday. My order number is: IN 10012786, the flowers I ordered were ‘Vibrance’ (£45), however, the picture attached is what I received. As you can imaging I am very disappointed with these flowers as they are colourless and boring. I would either like a replacement bunch that resemble the flowers I actually ordered or a refund.

Please call me to discuss.




I don't think I went in guns blazing as that is not my manner.


This is the reply I received from Lillian Rose:


Hi I have found your email, it was in the spam. I am sorry for your disappontment, 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 melissa
Heath

Classic cop out. Please email her back tomorrow and attach a link to this thread so she knows what some people think of their standards. Can't say how appalled I am over this, just be assured that not all florists are as bad or as bullish as those at lillian rose flowers

Lip_Stick

johnnyboyrebel wrote: »

??

Oh right, one of those "i have nothing to say as he is right so will just tell him to calm down"

My post says it all, if people dont read the info on a site then they have no right to complain.

The point I was trying to get across, is that you're telling someone to calm down, when you're sounding like a raving lunatic yourself. I don't believe your points are valid, so see no need to reply to those.

johnnyboyrebel

piglet25 wrote: »

And who are you to tell me to grip on anything?

Someone with some common sense.

piglet25 wrote: »

you ordered twelve red roses for mrs Johnnyboy rebel and 7 pink ones turned up, would you be pleased?

You cannot use that as an argument as this is irrelevant. The fact is the site clearly states (I found it within a minute so not that well hidden) that a substitute would be sent if the original order was not available. The OP could have received a bonzai tree, it doesn't matter as the fact remains the OP did not read the help pages so is instead moaning about it afterwards. It gets so boring hearing the same thing again and again from people who either cannot read or dont read. If you order from a site, you read ALL info available before doing so. This is just common sense.

This is my only point.

Churchmouse

johnnyboyrebel wrote: »

??

Oh right, one of those "i have nothing to say as he is right so will just tell him to calm down"

My post says it all, if people dont read the info on a site then they have no right to complain.

A substitution policy SHOULD be fair and reasonable. Substituting a Skoda for a Mercedes would not be reasonable. Substituting "My first ABC " for "The Complete Works of Shakespeare" would not be reasonable. Now I accept flowers may not be in the same league, but substituting cheap, wishy-washy flowers for a vibrant bouquet that contained more expensive flowers still does not fit a fair substitution policy. On the basis of what you have said, nobody should ever order anything from any internet site as many have substitution policies.

johnnyboyrebel

Lip_Stick wrote: »

The point I was trying to get across, is that you're telling someone to calm down, when you're sounding like a raving lunatic yourself. I don't believe your points are valid, so see no need to reply to those.

I give up, i'm just having a conversation with my all as that has common sense.

My points are the OP didn't read the info available and is complaining afterwards, that is all. If you disagree then you're wrong as it is as clear as crystal to anyone else.

i like a rant

kirsty80_2

To be air if I read T&Cs of every website I buy from I'd never get anything ordered. Shouldn't consumers be able to trust to some extent the places they order from. Also my order was accepted at 4pm, so if the shop closed at the usual 6pm, that's 2 hours to sort out a bunch of flowers or simply contact me to explain what kind of flowers they had left in stock.

whitelabel

kirsty80 wrote: »

I think I will put together a reply email tomorrow incorporating some of the points on here and send it and see what they say.....

email her again with the two photos together, what is on their site and was delivered. state that you have no question that their solicitor charged her to check her T & C, but that trading standards have offered free advice that the distance selling regulations mean you can return the item for a full refund including any delivery charges, however you are claiming under the sales of good act that the items were not as described and despite the inclusion of t & C, if deemed to be unfair to a consumer, they can not be enforced, but it would be for a court to determine that.

While you appreciate her efforts to ensure delivery, her common sense must prevail that the item delivered isnt fit for purpose and while you are happy to have a substitution on some items, the changes made substantially altered the product from "vibrant" to one which clearly isnt and is substantially lacking in overall number of stems in comparison to those offered in the picture on her site. the rectification shouldnt put you in a worse position than you were in had the contract been fulfilled correctly, and therefore as you are sure she is not in the practice of deliberately misselling, by offering substandard products, you will happily accept a replacement bouquet delivered at their cost and of course they can collect the inadequate bunch at that time.

johnnyboyrebel

Churchmouse wrote: »

On the basis of what you have said, nobody should ever order anything from any internet site as many have substitution policies.

The point I am always trying to get through peoples thick skulls is always read the T&C's and help pages, especially from a site you have never used before!

This forum is chocka-block with the same thing time and time again. "Amazon scam", "hmv scam" bla bla, yawn yawn and nearly every time it is down to the customer not reading all the info on the site. Noone else helps as they simply fuel the fire by agreeing with them nearly every time so these numpties will never learn.

This is why the type of flowers etc. is irrelevant here as the core point is what I have said and I will not say again.

I expect some more grief from people now who will then go on their way and order something else from a site then complain afterwards so nothing will ever likely change.

johnnyboyrebel

kirsty80 wrote: »

Shouldn't consumers be able to trust to some extent the places they order from.

Yes if you are perhaps familiar with what you are ordering (eg. a CD or DVD, also if it is a well known brand which this lady doesnt sound like she is)

kirsty80 wrote: »

My order was accepted at 4pm, so if the shop closed at the usual 6pm, that's 2 hours to sort out a bunch of flowers or simply contact me to explain what kind of flowers they had left in stock.

Sure, if you were their only customer which clearly you wont have been. Again, the site stated you needed to order before 2pm so you order 2 hours later and STILL expect them to put the work in there and then.

Why you received what you did is beyond me and I have not commented on that, what I have said is to always read the help pages.