How do I get iFlorist to refund?

fiddle29

I ordered a bouquet of for Mothers Day from iFlorist to be delivered to my mother in Ireland. On the website it was described as "A simply arranged medley of large, pink roses, cerise coloured gerberas, stargazer lilies and lime green shamrock blooms, mingled between a little fresh foliage. This vibrant bouquet is quite "scentsational", smelling absolutely beautiful." What was delivered was a bouquet with one dying purple rose, one gerberas, two carnations, dying crysants and yellowing green folliage. I contacted them only to be told that their website state they can do "substitutions of flowers" when needed. However, I argued they did not replace like for like only used cheap dying flowers nor was the bouquet put together properly. I emailed them a picture which shows the flowers and also included the one from their website. I asked the girl if she honestly thought the bouquet was nice and she replied 'yes I'd be happy with that.' I think they put good pictures on their website to entice people to order and then send cheap alternative using their "substituions of flowers" as a get out clause. I have reported them to BBC Watchdog as it seems lots of people seem to have this problem but I doubt they'll do much and I want this sorted. Shocking unhelpful company. I am still waiting on their Manager 'Tim' to call me back but as of yet nothing. What can I do? I paid £46 and received a very disappointing service. I appreciate the need to replace flowers but when it's so dreadful I shouldn't be expected to line someones pocket. Any ideas? Thanks for help and advice.

MamaMoo_2

fiddle29 wrote: »

I ordered a bouquet of for Mothers Day from iFlorist to be delivered to my mother in Ireland. On the website it was described as "A simply arranged medley of large, pink roses, cerise coloured gerberas, stargazer lilies and lime green shamrock blooms, mingled between a little fresh foliage. This vibrant bouquet is quite "scentsational", smelling absolutely beautiful." What was delivered was a bouquet with one dying purple rose, one gerberas, two carnations, dying crysants and yellowing green folliage. I contacted them only to be told that their website state they can do "substitutions of flowers" when needed. However, I argued they did not replace like for like only used cheap dying flowers nor was the bouquet put together properly. I emailed them a picture which shows the flowers and also included the one from their website. I asked the girl if she honestly thought the bouquet was nice and she replied 'yes I'd be happy with that.' I think they put good pictures on their website to entice people to order and then send cheap alternative using their "substituions of flowers" as a get out clause. I have reported them to BBC Watchdog as it seems lots of people seem to have this problem but I doubt they'll do much and I want this sorted. Shocking unhelpful company. I am still waiting on their Manager 'Tim' to call me back but as of yet nothing. What can I do? I paid £46 and received a very disappointing service. I appreciate the need to replace flowers but when it's so dreadful I shouldn't be expected to line someones pocket. Any ideas? Thanks for help and advice.

I would be referring them to their own satisfaction guarantee, and insisting on a refund.
http://www.iflorist.co.uk/guarantee_1.shtm

Fire_Fox

Write a letter of complaint.

fiddle29

Have already sent letter, posted and faxed and got same response.

MamaMoo_2

fiddle29 wrote: »

Have already sent letter, posted and faxed and got same response.

Contact your card issuer and ask for a chargeback (assuming you paid by card)

Ste_C

MamaMoo wrote: »

I would be referring them to their own satisfaction guarantee, and insisting on a refund.
http://www.iflorist.co.uk/guarantee_1.shtm

It doesn't make any promises of refunds though, just that they will try and help 'sort things out'.

For the sake of balance I have used them before and the flowers were very good quality (And they paid Quidco cashback before the flowers had even been delivered, too).

MamaMoo_2

Ste_C wrote: »

It doesn't make any promises of refunds though, just that they will try and help 'sort things out'.

For the sake of balance I have used them before and the flowers were very good quality (And they paid Quidco cashback before the flowers had even been delivered, too).

And I quote...

Whatever the issue, if we've been in any way at fault, we will offer a full refund, or send an immediate replacement to avoid further delays.