Prestige Flowers: What a waste of time!

djm129129

This is part of the email which I submitted to the customer service department:
'You trust that a professional service who you provide money for in compensation for a product would live up to their word.
I ordered next day delivery service for some flowers for my wife for an anniversary. On their homepage alone, next day service is mentioned three times, as well as a 100% Satisfaction Guarantee. My wife did not receive her flowers but there was NO indication from the company that they would be late. Their website also clearly states: 'If our florist or courier are unable to deliver the flowers to the recipient, they will leave a message card with details to reschedule delivery.' This did not happen and when I sent my complaint in, this is the response I was given from customer service:
'Good Morning

Thank you for your email, I am sorry to hear that the flowers are taking longer than expected to be delivered.

Our next day delivery service is usually very reliable but on rare occasions some locations can unfortunately take an extra working day in transit as mentioned in the delivery information on each product page. We apologise for this delay which may be due to a number of factors such as a remote delivery location or unforeseen traffic delays and unfortunately can only offer a deliver guarantee on our same day flowers that we personally hand deliver.

Sadly we are unable to offer you the refund that you have requested as we cannot guarantee that every next day delivery will get there on time but if your delivery is more than three working days late we will refund you your delivery charge and replace the bouquet free of charge at our discretion.

Our couriers will do everything in their power to deliver your flowers as soon a possible and we have contacted our account manager so that he can check that there are no issues preventing the delivery being made.

In the meantime please do not hesitate contacting us should you have any further questions.'
Not once do they hold themselves accountable as a reputable organization and apologize for not letting us know, either through themselves, or their delivery company, that the flowers were not being delivered. As well, when I used their online tracking service, their website told me that the tracking information was not accessible.
The company is happy to relinquish responsibility when something goes wrong, but do nothing to rectify an issue should it go wrong.
The website also claims, in a rather odd-wording: 'In the unfortunate event of a non-delivery on the delivery date you selected, Prestige Flowers will of course either refund you in full or redeliver and upgrade your order to your recipient. This does not apply to our courier delivered flowers.' So who does it apply to then? When told I could use their 'state of the art live chat service' this service was off-line.
If this company cannot take ownership of supposed 'third party issues', then a system should be in place to inform the public domain, who pay for the service and privilege.
The email you receive of the 'detailed order confirmation' is nothing short of embarrassing. The email has the billing address, delivery address and a picture of the flowers. The order reference is at the top with a link to the order tracking service which doesn't allow you to track your order.
Once again, in the 100% Satisfaction Guarantee, it also states, further down and separate from the other statement, that: 'If for whatever reason Prestige Flowers are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.' Notice back in the email from customer service that nowhere does it state that they will provide an upgrade free of charge. For the money paid (in this case 40-50 pounds PLUS 5.80 delivery charge) what is received in return by way of product or service is feeble and not worth my patronage. This is yet one more organization claiming the world but offering much less...
It is such a sad display that they need to rely on the overtly positive feedback they receive rather than deal with the overwhelmingly obvious shortcomings of this company. Nature of the corporate beast. There are just too many poor reviews of this company that can't be dismissed.

piglet25

Use a local florist - better quality, better prices and a personal touch which a cardboard box of ageing flowers and a print out message will never replicate.

Jenzo

I had an appalling experience with them too; it is organized theft. Mother's Day flowers offer, looked great in the photo, but delivered dead flowers - far fewer than photo- and a field of greenery, NOTHING like description. I complained, they offered me a £5 voucher towards future purchases (as if!) and flatly refused to refund or replace. This is their standard response btw. My Mum died just afterwards, I was devastated that her last Mother's Day was ruined by these !!!!!!!s. Even after I told them this, they still refused to refund. Evil, nasty people. The complaints process is a game for them, they'll send you round in circles for weeks, just for the hell of it. Look them up on Trust Pilot to see 100's of equally terrible reviews.
HOW TO GET A REFUND: The ONLY way to achieve this is through your credit card company or PayPal. It took me over 30 emails and 6 weeks, but i did get my money back.

Jenzo

Yep, especially when they arrive dead and on the wrong day, the "Prestige Flowers" special touch.

Julie_Alexander

Hi


I ordered some flowers for a special occasion for a 70th birthday from Prestige flowers. They said that the courier tried to deliver them. This did not happen.

We then went out and bought some from another company. So I asked for a refund.


This is their reply:-


Good Afternoon,

Thank you for your email.

Please be advised that the florist were looking for a recipient name, and could not deliver because they could not find anyone of that name at the address. If someone else was waiting to receive the flowers, then their name should have been included with the delivery information.

We are truly sorry that the flowers have not been delivered as intended and we really wish that we could do more with this.

Unfortunately we rely on the customer to supply us with the correct information to deliver the flowers.

We sorry that this mistake has resulted in the recipient not receiving the flowers and understand that this has left you feeling disappointed.

I do wish there was more I could do to help but I hope that you can understand why we cannot refund or resend this order.

Please let me know if I can help with anything else

Thank you for your time


There was no note to say to deliver to someone else anyway. Avoid this company at all costs.

jayce

Published 17 minutes ago


The website is a pack of lies for a start. The bouquets they show are medium size so you think that's what you are buying, but no if you want the size shown it is more money. They say they are hand delivered from a local florist but no, they are delivered by a courier company based in Northampton. This company do not deliver at weekends, so even if you place an order for Saturday it will not be delivered until Monday, but they do not tell you this. 100% customer satisfaction no, they will not give you your money back. You will just keep getting the same generic email re terms and conditions. One of the terms and conditions is refunds do not extend to courier deliveries, yet this is the only way flowers get delivered. They have a live chat but no one answers it.
I will never use this company again.
The flowers I ordered on a Thursday only got delivered Monday lunchtime despite having a large label on stating "Saturday Delivery" They had been in transit from Northampton to Scotland for 4 days so you can imagine they were looking very tired (local florist ???)
I also was supposed to get a free box of chocolates but no.
Despite numerous emails I just keep getting the generic response and they refuse to answer my questions.
I would advise anyone to ring a florist near to where the delivery is and ask if they deliver themselves.

pmduk

Published where 17 minutes ago? are you reproducing someone else's poor reviews? or just spamming?

I've no interest in defending this company, but no interest in promoting spamming either

The-Truth

pmduk wrote: »

Published where 17 minutes ago? are you reproducing someone else's poor reviews? or just spamming?

I've no interest in defending this company, but no interest in promoting spamming either

It's copied from here https://uk.trustpilot.com/review/www.prestigeflowers.co.uk

Bizarrely on that site on the whole they have a pretty good rating.

AHAH

Husband bought these for our Wedding Anniversary, but within one day the green foliage and the goldenrods had started to die off and within 48 hours I had to remove them from the bouquet as they spoilt the overall appearance.
The Prestige Flowers website states 100% satisfaction guaranteed so I contacted customer services and provided numerous photos. The response I got was that the bouquet ordered was the one I was delivered. Follow the care instructions and they will last a minimum of 7 days.
Have they not read my emails. I spoke with the most senior person at customer services today who told me I should remove and discard the foliage on receipt, which it does not state in the care instructions, the operator terminated the call and was unwilling to reach a compromise. I am appalled by their attitude and their 100% satisfaction guaranteed is absolute rubbish. I was told I couldn’t have a replacement or any kind of refund. Will never use this company again.

woodsleighroc

Mother’s Day Bouquet- arrived in the post via Royal Mail on Friday before Mothering Sunday.On opening the box, they looked ok, a bunch of lillies with closed buds.
Put them into a vase with water and added the flower food sachet enclosed. Then waited. And waited. And waited.
Supposed to be double flowering rose lillies, looked pretty spectacular on Prestige website... mine never opened, just went brown, shrivelled up and died.
With reluctance I told my son (after he asked me to send a photo of the flowers which he had sent) that they had died and sent him a photo of a bunch of shrivelled buds. He complained to Prestige- I complained to Prestige, they just trotted out the ‘48 hour window to complain’ after that, forget it. Tried reasoning that lillies can take longer than that to open, but no joy.
They take your money and run.

missile

The-Truth wrote: »

It's copied from here https://uk.trustpilot.com/review/www.prestigeflowers.co.uk

Bizarrely on that site on the whole they have a pretty good rating.

Trustpilot is funded by the companies? :beer: