Flowers Direct

nlwsaint

I ordered a bouquet of flowers for my mothers birthday to be delivered on Sat Feb 16th from Flowers Direct. They arrived on Thursday......yes Valentines day. My mother phoned me up to say that if i had paid more than a fiver for her flowers, I had been ripped off. They actually cost me £34. She received ,in her words.....the scrapings from the florists floor after all the valentines flowers had been delivered. She said she had to throw more than half the foilage away as it was dead & all that was left was 2 white carnation, 3 tulips, 3 chrysanths & 2 unidentified lilac flowers plus 2 pieces of fern. I have spent more than 2 hours on the phone trying to complain but as it's their busiest day, I can't get through. Will have to try tomorrow, which is better for them as at least my anger may have subsidied a bit by then. Never again. In future I will use a local florist.:mad:

Stephb1986_2

I had the same problem with interflora last year for my mum for mothers day so i rang up and within the hour the bloke came round and brought a new bouquet with him, he did take the other ones though

Steph xx

nlwsaint

I'm so annoyed with them. I was left hanging on for ages & then cut off. When I rang back, they had a recorded message saying the office was now closed even though this was at 5pm & the website states that they are open until 6pm. I could have bought better quality flowers from the local petrol station. The annoying thing as well is that I now will have to purchase more flowers from elsewhere. I have emailed them & will try & ring again tommorrow.

kitschy

My Dad had a stroke two months ago, and is still quite restricted in what he can do. So, I ordered him some flowers to be delivered to my Mum on Valentine's Day, from Flowers Direct (well actually, Debenhams, but I guess they farm this out).

Order went through, payment accepted, able to deliver on the big day. Job done? Not quite.

Had a missed call on my mobile at 16.05 today, no message left. Came home to find an email, sent at 16.11 saying they were unable to deliver today due to "unforeseen circumstances", but if I phoned them/mailed them before 15.30 today, they'd deliver them tomorrow. The phone number I have been given has been continuously busy since 16.05 this afternoon.

Couple of probs here. They contacted me 40 minutes after their cut-off. My parents waited in all day for a delivery that was never going to arrive. My father, who hasn't regained all of his physicial/mental capabilities, was really upset that the gift we'd ordered hadn't arrived.

No mention in the mail of any gestures of goodwill, or anything really, apart from the standard apology for inconvenience. I understand that today is a busy day for them, but they should have made provision for this, or else not accepted my order in the first place. :mad:

Phew. Rant over I think. Have mailed the company as I get no response by phone, and will make sure I inform Debenhams tomorrow as well. Will pop back to let you all know if they respond!

kitschy

Oh dear - not looking good - I've started a vent thread on these today soon. I didn't get the bouguet I was meant to today - maybe I'll get your Mum's on Saturday! Will let you know how I get on with them too - good luck!

Rex_Mundi

Seeing as there are two threads on exactly the same subject, I've merged them together (keep the board a bit tidier).

Rex

lynsiloo

i use to work for a florist. We did orders for flowers direct. What we sent out at times was pittyfull. I wouldnt even want to recieve them. All their hand ties are ment to be sent in the water bubbles - we never did this. We never even got many complaints, i think usually because people sent them and never saw them. Also she would make us take off 30% off the total value of the flowers because this is what flowers direct would pay her. Sometimes you are better off with buying flowers you can see from supermarkets or call florists directly to cut out the middle man.

Markyt

I had some ordered for yesterday too. No sign of them, nothing to indicate any attempt at delivery.

Nick68

Ordered some flowers for my finace to be delivered to her work. The delivery was fine but what they delivered bared no resembelnce to the bouquet I ordered. This was meant to be a Super Size Spring White Bouquet. All white flowers. What she got was a bunch of flowers which contained pink carnations!. The only flowers which were delivered and should have been in there were 7 white roses everything else had been subsituted for something else, no white lillies & no white germini's, mainly a lot of white crysanths. Somethiong totally different o what i'd paid £32 for. I did phone and complain and after 30 minutes on hold (It was valentines day) got a 50% reduction. They did offer to redeliver but there wasn't much point!. I won't be using them next year. With 50% off I think it's just about fair value for what was delivered. :sad: She did like the flowers though!:o

originalbob

tesco flowers direct?don't get me started.the email I sent them early this morning says it all.waiting for their reply.....
' I wish to register a complaint in the strongest possible terms in connection with the above order, placed on 5th february, requested for delivery today, 14th February.
On 13/2 I received emailed confirmation that goods had been despatched via Parcelforce.
Today, at approximately 12.30, I contacted the recipient and discovered that the goods had not been received.
At about 13.00, the goods still not having arrived , I contacted your customer service helpline and spoke to an extremely unhelpful young lady identifying herself as xxxxxx, requesting confirmation that delivery would be made today as per my request.
The young lady concerned checked a tracking system online and confirmed that the goods had left your depot early this morning.
When pressed further as to what this meant, the young lady concerned advised that this meant that the goods would be delivered somewhere within the time slot allocated by your carrier of between 9.00 and 18.00 today.
When again pressed as to what action needed to be taken to ensure that the goods would in fact be delivered today, the young lady concerned not only failed to make any checks to ensure that the goods would in fact be delivered,but categorically stated that no action would be taken to progress the delivery until after the allocated time slot for the delivery had passed.
Having some considerable experience in logistics planning and delivery management, I take this to assume that in the event that the delivery fails to be made, your customer service teams will only start to chase the delivery after 6pm, at which point your contractors contact phone lines will have closed, and there is no hope of securing a delivery for that day.As you can appreciate I do not find this level of customer service acceptable from a company said to be the UK's biggest retailer,and supposedly offering a very high level of customer service and satisfaction.
At approximately 15.00 this afternoon, the goods had still not arrived, and I again contacted your customer service helpline to check on the status of the delivery.
Contrary to the information that I had received a couple of hours earlier, the gentleman to whom I spoke advised me that the goods had in fact been, in his words 'misrouted via (Parcelforce's?)Newport depot' and that they would not in fact be arriving today.At this point I asked that the complaint be escalated to a manager,eventually speaking to a team leader named xxxxxx .The young lady again failed to assume ownership of the problem, wrongly assuming that a late delivery (presumably tomorrow, Friday?) and a credit of the full amount would be acceptable, and flatly refused to even attempt to resolve the problem by arranging delivery for the due date, in line with the order placed by myself in good faith.I then requested that the matter be referred to your complaints team, to be told that you do not have one, and then requested that xxxxxxx's manager call me to discuss my complaint.
Some 20 minutes after the conversation took place a message was left by both xxxxx and the manager concerned on my mobile phone voicemail - I attempted to call back no less than 4 times between 16.30 and 17.00 this afternoon-of the two phone numbers supplied, one was unobtainable, and the other rang off the hook.
As you will probably appreciate,i do not find this poor level of customer service acceptable,and the whole incident has caused considerable embarrasment to myself and considerable distress to the recipient of the goods,my partner of some 4 years who is terminally ill, and for whom i was trying to create a memorable Valentines Day for what could be her last time.
At the point of writing the email, the goods ordered have yet to arrive.I am uncertain as to whether they will actually arrive, and have little confidence that they will actually materialise.I am also uncertain as to whether my account will be credited for the cost of the failed order, and if so, when.As an aside, I am also currently out of pocket to the tune of an additional £25, this being made up of call charges plus the costs of having to provide emergency replacements for the goods which I purchased from you in good faith, which you signally failed to honour, and failed to take ownership of resolving the problem.
Coincidentally, my home email inbox this evening contains an email exhorting me to use Tesco's online ordering service for groceries-it occurs to me that as a shopper who spends between £xxx to £xxxx per year with tesco stores, that if a single line online order of this type can go so disastrously wrong, that should I wish to organise my grocery shopping online I would be better served by taking my business to another provider who canbe relied upon to get things right first time.

With the above in mind, I would appreciate a callback on my mobile number - by mid-day today, friday 15th February, from a senior manager to discuss both the above complaint in detail and discuss the question of compensation for the distress and inconvenience caused by your company's inability to do what i have asked and paid you up front to do.'


I'm waiting for the callback.....

kuohu

Sadly, mistakes do happen. I see that Tesco have already promised to fully refund the order value, and you have had a follow-up call from a manager (albeit to the mobile which you didn't answer). I wouldn't let the events cause embarrassment to yourself or distress to others.