Flowers not as advertised

kirsty80_2

whitelabel wrote: »

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.

Thanks sooo much for this. I will be sending an email first thing and I'll let you know the reply.

gordikin

First pic. is a realistic bunch of flowers...second one is not.

Churchmouse

johnnyboyrebel wrote: »

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.

I do not have an especially thick skull. I read terms and conditions. Check my posting history, I have defended Amazon against the idiots that said the free Prime trial was a scam. BUT you have not addressed the issue that a substitution policy must be fair and reasonable have you? Or do you accept that they can pluck anything they like out of the nearest bin to send to you??? Or maybe you never order over the internet??

Churchmouse

johnnyboyrebel wrote: »

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)



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.[/QUOTE]


But what she received is the whole point of this thread, so why do you feel the need to take it off on a tangent??? They took the order, albeit 2 hours after their cutoff, did they say then it would mean she'd get crappy service? No, thought not. Don't take the order if you're not prepared to treat it the same as an order received two hours earlier.

johnnyboyrebel

Churchmouse wrote: »

BUT you have not addressed the issue that a substitution policy must be fair and reasonable have you?

No, because that was not the point of my post hence why I didn't comment on the pics either. Clearly they are entirely different and you would have thought if someone orders a colourful bunch of flowers they would receive a colourful bunch of flowers (be it maybe different colours but still similar)

So in that respect the florist did bad but they already offered to fix this right at the beginning so why everyone is now advising writing letters/emails etc. is beyond me.

piglet25

johnnyboyrebel wrote: »

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.

If the order cut off was set in stone at 2pm, the order should have been refused. It wasn't and therefore lillian rose flowers undertook to deliver the bouquet ordered to the recipients. However, the pile of shod that was delivered bears virtually no resemblence to the original order in colour or quantity advertised by lillian rose flowers and that is the point here. While a small substitution is normally acceptable, that amount of difference takes the mickey.
And the florist hasn't offered to rectify the situation, the relay have said the OP can drive to the florist at an inconvenience to themselves, and extra expense, and collect a replacement bunch. And that is not good customer service for a relay who makes their money by DELIVERING flowers is it.

johnnyboyrebel

Churchmouse wrote: »

johnnyboyrebel wrote: »

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)



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.[/QUOTE]


But what she received is the whole point of this thread, so why do you feel the need to take it off on a tangent??? They took the order, albeit 2 hours after their cutoff, did they say then it would mean she'd get crappy service? No, thought not. Don't take the order if you're not prepared to treat it the same as an order received two hours earlier.

An order taken 2 hours earlier would have qualified for next day delivery, the OP's wouldn't so clearly it would be less of a priority.

Im not taking it on a tangent, I'm addressing the clear issues most people like to ignore so they can slag off this and that company.

Churchmouse

johnnyboyrebel wrote: »

No, because that was not the point of my post hence why I didn't comment on the pics either. Clearly they are entirely different and you would have thought if someone orders a colourful bunch of flowers they would receive a colourful bunch of flowers (be it maybe different colours but still similar)

So in that respect the florist did bad but they already offered to fix this right at the beginning so why everyone is now advising writing letters/emails etc. is beyond me.

Then quite frankly, your posts don't actually add much to the discussion do they????? And expecting someone to drive 40 minutes to rectify their appalling service doesn't sound like much of a "fix" to me, but obviously you'd be gushing thanks.

Churchmouse

johnnyboyrebel wrote: »

johnnyboyrebel wrote: »

An order taken 2 hours earlier would have qualified for next day delivery, the OP's wouldn't so clearly it would be less of a priority.

Im not taking it on a tangent, I'm addressing the clear issues most people like to ignore so they can slag off this and that company.

Sorry now you really are talking the brown stuff!!! They accepted the order for next day delivery, therefore it did qualify ( yes they made an exception, they didn't say, now we will supply crap ) The clear issues are that a bouquet was ordered, the order was accepted, a "thing" that bore no resemblance to the ordered item was delivered. End of story.

johnnyboyrebel

piglet25 wrote: »

If the order cut off was set in stone at 2pm, the order should have been refused. It wasn't and therefore lillian rose flowers undertook to deliver the bouquet ordered to the recipients. However, the pile of shod that was delivered bears virtually no resemblence to the original order in colour or quantity advertised by lillian rose flowers and that is the point here. While a small substitution is normally acceptable, that amount of difference takes the mickey.
And the florist hasn't offered to rectify the situation, the relay have said the OP can drive to the florist at an inconvenience to themselves, and extra expense, and collect a replacement bunch. And that is not good customer service for a relay who makes their money by DELIVERING flowers is it.

Course it is set in stone as with any site, if it isnt then why have it?? Why would they refuse it? If you miss Amazon's cut off for next day by 5 minutes, they dont say "sorry you cannot place the order" do they? instead the order is placed and it will be dispatched the next day. It's not too much to expect the customer to realise this as they should have already read the T&C's so they're hardly going to give the OP a call about it.

What exactly is the OP after here???? This kind of "e-commerce bashing" that goes on in this forum is ridiculous.