Debenhams Flowers - Valentines Day

mcallisters

Emailed address as detailed and indeed instructed to on Debenhams Facebook page. So, more than a little confused by below response.

Dear Ms Mcallister,

Our reference: 427254

Thank you for your email.

I am very sorry to have discovered there has been an issue with your Flowers order during the Valentine's period.!Please be assured it is never our intention to cause our customers any disappointment or frustration.

We!are a separate department from Debenhams Flowers and, as such, I am unable to view your order. However, I have passed your complaint on to the Flowers department. I trust they will be in touch with you shortly regarding your order 100017525.

Once again, please accept my sincerest apologies for any inconvenience this may have caused you and your loved one this!Valentine's day.

Should I be of any further assistance regarding issues or complaints with Debenhams.com or Debenhams.ie, please contact me again and I will be happy to help.



Kind regards,

Benjamin
Debenhams Here to Help Team

Gambler

mcallisters wrote: »

Emailed address as detailed and indeed instructed to on Debenhams Facebook page. So, more than a little confused by below response.

Dear Ms Mcallister,

Our reference: 427254

Thank you for your email.

I am very sorry to have discovered there has been an issue with your Flowers order during the Valentine's period.!Please be assured it is never our intention to cause our customers any disappointment or frustration.

We!are a separate department from Debenhams Flowers and, as such, I am unable to view your order. However, I have passed your complaint on to the Flowers department. I trust they will be in touch with you shortly regarding your order 100017525.

Once again, please accept my sincerest apologies for any inconvenience this may have caused you and your loved one this!Valentine's day.

Should I be of any further assistance regarding issues or complaints with Debenhams.com or Debenhams.ie, please contact me again and I will be happy to help.



Kind regards,

Benjamin
Debenhams Here to Help Team

Debenhams no doubt subcontract the flowers part of their business. What's the betting the subcontractor is Arena ?!?

mcallisters

Unfortunately or should that read fortunately (for him)!Debenhams CEO Michael Sharp is currently on holiday until February 18th. That is if he's standard company configured email addresses automated response is to be believed. So, I was unable to ask if Arena Flowers are his companies flower distributor. Chuckle. Chuckle.

I did however receive the below email from!Jason Neiland,!Head of Customer Relations which has proven to be very illuminating. If not of any actual help.

On 15 Feb 2013, at 10:32, "Sharp, Michael" <Michael.Sharp@Debenhams.com> wrote:
!
Thank you for your email. !I am out of the office on annual leave with limited access to emails until 18th February.
!
If you have a customer enquiry, please contact Jason Neiland (jason.neiland@debenhams.com).
!
Alternatively, if you have any other query, please contact Alison Flynn (alison.flynn@debenhams.com) or call 020 7408 3940.


On 15 Feb 2013, at 17:08, "Neiland, Jason" <Jason.Neiland@Debenhams.com> wrote:

Sarah,
we have clearly failed to meet your and our high expectations in this instance. Please bear with me while we investigate what has gone wrong in this instance with our supplier and I will have them contact you to try to agree a suitable resolution.
regards
!
Jason Neiland
Head of Customer Relations
Debenhams

I wrote:
My expectations were not high, they were normal. I simply expected for the goods I had ordered and paid for, to actually be delivered on the mutually agreed date and by the mutually agreed means.

I did not expect them to simply not turn-up, be seemingly stuck within the Royal Mail network, when I had paid extra for named day delivery via flower courier, for all avenues of contact with Debenhams Flowers to prove almost impenetrable and despite you holding all the necessary details and information to deal with this matter; simply not bothering.

You may wish to work not only on the wording and punctuation of your emailed response but on it's actual appearance. It is clearly automated and any attempts to convey this as a personal response, are very thinly disguised.

I do however look forward to hearing from an actual person, as promised, with whom I can discuss next steps with, shortly.

R

Sent from my iPhone

custardy

from memory I think the boxes for Debenhams had a company name like premium flowers or something
I could be wrong though

Stiggsy_3

Copy of my emails to debenhams no answer by phone or e mail , disgusting device for crap flowers
After 27 hrs waiting for a response I have waited on your complaint telephone line now for 22 minutes and counting and now wish for the flowers to be taken away as are half dead after 1 day and wish for a full refund and the call cost back as part of your problem not mine I should be entitled now to walk away from this terrible online sale not out of pocket in any way so I think now that a minimum of £25 should now be returned to me, please respond within the next couple of hours as I am putting the phone down now and expect a response as I cannot get one by phone. Yours totally disgusted but having rights Steve cox

Sent from my iPhone

On 14 Feb 2013, at 12:39, Debenhams Flowers <support@debenhamsflowers.com> wrote:

Dear Mr Cox

Can you send a photo of the flowers so we can take the matter up with our supplier

Kind regards

Customer Service Team

On Thu, Feb 14, 2013 at 11:48 AM, wrote:

Really disappointed at quality of flowers at that cost must have been a £3 bunch maximum, needless to say I shall not be returning to seven hams for anything again and will endeavour to make sure anyone I know doesn't either and will pass on my disappointment to money saving expert to let them know how inadequate the flowers were for the cost. Steve cox
Sent from my iPhone

Fire_Fox

You might want to remove your personal e-mail address from the thread, and refrain from critiquing punctuation when yours is littered with errors.

Stiggsy_3

Nobody is critiquing anybody's punctuation I just obviously don't have as much time on my hands as you sadly do!!!

Stiggsy_3

But thanks for the advise on e mail address removal

mcallisters

If you were referring to mine. Firstly my message has been typed on my phone to inform others on an online forum. I am not conducting business. Secondly the smattering of random exclamation marks etc. have been inserted automatically upon posting. I was referring to missing basics such as capitalising someone's name. Something Debenhams did not manage, on the only correspondence a new customer has ever had with them. Seems somehow indictitive of their general attitude to their customers, or certainly in this instance, at least.

Gambler

Dear Customer Please accept our sincere apologies for the problems you have encountered with your order. We can confirm we have processed a full refund and have arranged for an apology bouquet to be sent to you. Kind regards Customer Service Management Team