M & S 'Mother's Day' Flowers

System

OP - I am sorry but the exchange with M and S made me chuckle. I hope that your Mum has a lovely day. It is not just M and S this gets things wrong. My wife received this e-mail from our eldest daughter on Friday evening:

Dearest Mother,

I would like to apply for the position of 'Worst Daughter 2016' as I have failed miserably to bring into planetary alignment, your card, a stamp and a postbox. As I was only successful at 4.45 this afternoon, I suspect that unless Royal Mail are horribly efficient, I will have missed Mothers' Day. I can offer no excuses, I was going to blame the cat, but as you can see from the attached photo he is not exactly trouble. I am very very sorry for my ineptitude.

Forgiven already. She is a busy lady with a full time job and a growing family.

neilmcl

TBH, i gave up after

You: Do you think that I'll want to order anything else from M & S after this fraud ?

JohnG

Was considering adding a thread about my disappointment with my order for delivery of flowers for Mother's Day having just received an email confirming delivery will be between 15:50 and 16:50 today.
If I'd known in advance of the late delivery service I would have gone elsewhere or even arranged for a Saturday delivery.
I made the order over two weeks ago but obviously that has no bearing on the scheduling but what's even more annoying is I wanted to cancel the order a few days ago due to a change of plans but found that this was not possible.
Not the end of the world of course but still very disappointing.

tomtontom

JohnG wrote: »

Was considering adding a thread about my disappointment with my order for delivery of flowers for Mother's Day having just received an email confirming delivery will be between 15:50 and 16:50 today.
If I'd known in advance of the late delivery service I would have gone elsewhere or even arranged for a Saturday delivery.
I made the order over two weeks ago but obviously that has no bearing on the scheduling but what's even more annoying is I wanted to cancel the order a few days ago due to a change of plans but found that this was not possible.
Not the end of the world of course but still very disappointing.

You asked for delivery today, you are receiving the delivery today. Unless they guaranteed an early delivery, I don't see what your complaint is?

LadyDee

My daughter is overseas and arranges flowers through Moonpig. Beautiful flowers yesterday but no card enclosed, instead a note from MP apologising and I should get my card tomorrow via RM.

No big deal - just extends Mothers Day and something else to look forward to.

Sort of - in the scheme of things, the world is not coming to an end this weekend.

LadyDee

Hengus wrote: »

OP - I am sorry but the exchange with M and S made me chuckle. I hope that your Mum has a lovely day. It is not just M and S this gets things wrong. My wife received this e-mail from our eldest daughter on Friday evening:

Dearest Mother,

I would like to apply for the position of 'Worst Daughter 2016' as I have failed miserably to bring into planetary alignment, your card, a stamp and a postbox. As I was only successful at 4.45 this afternoon, I suspect that unless Royal Mail are horribly efficient, I will have missed Mothers' Day. I can offer no excuses, I was going to blame the cat, but as you can see from the attached photo he is not exactly trouble. I am very very sorry for my ineptitude.

Forgiven already. She is a busy lady with a full time job and a growing family.

Ooh - I'd treasure that! A card is nice, but a laugh is better! And you've raised a daughter with a lovely sense of humour.

daytona0

Ah the memories of being a live chat agent and dealing with someone like you

- Customer places an order a few days before a holiday (when it is busier than normal).

- Customer doesn't understand that the item is in transit and the delay, whilst understandably annoying, is most likely due to a third party out of M+S's hands.

- Customer is offered a full refund AND a goodwill gesture, but is not happy with that

- Customer throws around words like "fraud" even though they have probably gained from the transaction (full refund, goodwill and flowers) and posts on forums to try and 'shame' the company.

I tell you what but the exchange between OP and the agent is quite comical but it is actually a very good and speedy resolution which was gained. I've worked for companies where your hands are tied in regards to goodwill gestures.

Bottom line is that the flowers were ordered slightly too late to account for any problems but m+s have dealt with it correctly.

Mupette

wow


i want, i demand i i i i

If you wanted to get your Mother flowers you should of gone to a florist yourself and taken them to her yourself, distance should not be an issue, its Mothers day not your day.

If i had to rely on a company to do something for me like this i would of made sure weeks ago this was organised

duchy

I thought the chat agent handled it pretty well despite the rudeness of the OP .I 'm sure had the chat agent had a magic wand available they'd have used it but in the absence of having one it was a very fair resolution

Most Mothers would prefer a visit with no gift at all than an M&S bouquet that needed no more effort than a few key strokes though.

daytona0 wrote: »

Ah the memories of being a live chat agent and dealing with someone like you

- Customer places an order a few days before a holiday (when it is busier than normal).

- Customer doesn't understand that the item is in transit and the delay, whilst understandably annoying, is most likely due to a third party out of M+S's hands.

- Customer is offered a full refund AND a goodwill gesture, but is not happy with that

- Customer throws around words like "fraud" even though they have probably gained from the transaction (full refund, goodwill and flowers) and posts on forums to try and 'shame' the company.

I tell you what but the exchange between OP and the agent is quite comical but it is actually a very good and speedy resolution which was gained. I've worked for companies where your hands are tied in regards to goodwill gestures.

Bottom line is that the flowers were ordered slightly too late to account for any problems but m+s have dealt with it correctly.

JohnG

tomtontom wrote: »

You asked for delivery today, you are receiving the delivery today. Unless they guaranteed an early delivery, I don't see what your complaint is?

Yes thanks for that, I havn't made a formal complaint as I accept they have carried out the requested order it's simply the fact that when you order something for a day such as Mother's Day you would like/hope to think it would be delivered a bit earlier - especially from a reputable company like M&S. Of course, it's probably a case that not everyone can have a morning delivery if demand is high etc.
It's something to bear in mind in future of course and perhaps others might benefit from knowing that possibilty and not take it for granted that it would be delivered nice and early.
As an aside, it also mean't I had to alert my Mum of the late delivery of flowers - I hadn't flagged that it was coming as it's nice for my Mum to get things somewhat unexpectedly or not as the case may be. :cool: