MSE News: Flower firm fails lovers on Valentine's Day

custardy

misfit wrote: »

They use Royal Mail 1st class post for their £2.99 "Flowers by Post service", but I presume other couriers for their £4.99 service, as their website states " the email/SMS you receive stating your ordered product is out for delivery, will include a contact number of the nominated courier driver. This will allow you to contact the driver directly to discuss any delivery queries of the ordered product."

I have never known anyone be given the contact details of a Royal Mail driver, but is standard for most other couriers.

RM Tracked takes phone numbers with the details too
peterould has confirmed his were sent by Tracked

scanners107

Good morning, If ordered through MSE do not cancel your order until you have recieved your flowers as i am not getting mine delivered but they have issued a refund, they will not comment on the write up by MSE stating that we will still get 24 roses delivered today.

"Arena says MoneySavingExpert.com users who took this deal can get a full refund as long as they request one in the "next week or so". It also says it will send 24 roses tomorrow regardless — even though they will arrive after Valentine's Day."

misfit

custardy wrote: »

RM Tracked takes phone numbers with the details too
peterould has confirmed his were sent by Tracked

peterauld has also confirmed that he paid for courier delivery and they were sent by Royal Mail instead, hence the late delivery. RM Tracked do take phone numbers, but they do not give out the drivers phone number-that is only done by other courier companies as I said earlier.

I have just spoken to Debenhams this morning and they are refunding to my card. They apologised for the non-delivery, and have further apologised for despatching the flowers by the wrong service which is apparently to blame for the flowers not being delivered on time.

Pred-uk

Just tried calling Arena Flowers - their offices are closed until 8am - it is 9.30am!

Such awful customer service from them

The_Boss

scanners107 wrote: »

Good morning, If ordered through MSE do not cancel your order until you have recieved your flowers as i am not getting mine delivered but they have issued a refund, they will not comment on the write up by MSE stating that we will still get 24 roses delivered today.

"Arena says MoneySavingExpert.com users who took this deal can get a full refund as long as they request one in the "next week or so". It also says it will send 24 roses tomorrow regardless — even though they will arrive after Valentine's Day."

The quote from the MSE article above has little value without direct evidence from Arena - see my post at 4.01pm yesterday. Our contract is with Arena, not MSE. Arena have stated it is either a refund or a cancel in their communications. I chose to cancel yesterday as soon as I got the email so I could make other arrangements. I would be very dubious about receiving a refund if cancelled after they have been received unless Arena directly said otherwise.

Also why should those cancelling orders when given only two options not get anything only for Arena to then shift from this stance later in the day and send them 'regardless'? If some cancellers get free flowers and others do not then that is an even poorer show from them.

gree0115

My wife's flowers have arrived this morning but no chocolates. The grovelling email from Debenhams at 2349 on Wednesday night said they would include 250g of Guylian chocolates, but they are not there. The joys of excellent customer service!

The_Boss

gree0115 wrote: »

My wife's flowers have arrived this morning but no chocolates. The grovelling email from Debenhams at 2349 on Wednesday night said they would include 250g of Guylian chocolates, but they are not there. The joys of excellent customer service!

Awful, just awful. Plus more hassle for you having to chase.

gree0115

Just calling them now, been on hold for 15minutes so far waiting to be answered, they seem to be busy!

The_Boss

gree0115 wrote: »

Just calling them now, been on hold for 15minutes so far waiting to be answered, they seem to be busy!

If it is a premium rate number then I'd also mention the cost of the calls you are having to make to sort out their continual errors and that you wish to be compensated for that.

gree0115

It's an 0843 number, I gave up after 35 minutes I have emailed the [EMAIL="happytohelp@debenhams.com"]happytohelp@debenhams.com[/EMAIL] and I await a response. They have emailed me back with a ticket number.