Interflora rip-off

sjstokes

Hello all,

I wonder if somebody could tell me where I would stand legally with the following complaint I have against Interflora.

I used the Interflora website to order a Valentine's Day gift for my girlfriend which judging by the picture on the website consisted of a small teddy bear and a substantial looking box of chocolates containing what appeared to be 32 chocolates.

When I spoke to my girlfriend later she told me she'd very much enjoyed the chocolates and was hungry for more! It turned out that the box of chocolates actually weighed in at just 110 grammes and contained only 8 chocolates. I know companies often have bumph in their terms and conditions saying that they can substitute products of similar specification but substituting a box of 8 chocolates for one of 32 seems to be pushing things.

For the record, the package cost just under £25 with an extra £5 for delivery. I would have looked elsewhere if I'd been led to believe I was paying for just 8 chocolates.

I emailed Interflora two days ago querying this but they have so far failed to respond. Could somebody with expert knowledge tell me where I stand?

Thanks,

Stephen Stokes.

pinkshoes

Are you sure the weight wasn't written on the web page, because currently, every box of chocolates on their webpage has a weight written on them, from 110g to 325g?

You say it "appeared" to be 32 chocolates, but did it actually say that anywhere? To actually get some sort of compensation, you actually need some sort of evidence, so if you haven't actually got an order form that states it's 32 chocolates, or more than 110g, then there's not alot you can do.

sorry.

i'm sure your g/f loved the romantic gesture, and you'll know for future! The extra cost for valentines gifts is normal, because I presume they have to employ lots of extra staff to package the extra orders, or pay the current workers overtime.

Butlers1982

Is it that picture above?

sjstokes

Hi pinkshoes,

I've just checked the Interflora website and the link below shows exactly the same offer (albeit now for Mother's Day) as the one I paid for.

http://www.interflora.co.uk/catalog/product.xml?product_id=2169266;&search=1

There is no mention of the weight of the chocolates and the picture of the box appears to show 32 chocolates. The order code for my order "FF9031GG" is exactly the same as the one shown on this page.

Regards,

Stephen.

sjstokes

Butlers1982 wrote: »

Is it that picture above?

Not quite, Butlers, it's as that picture but excluding the champagne. The version with the champagne costs £44.99.

hollydays

If you know which florist delivered,you could ring them and ask why also,it usualy says their name on the card.

LilMissEmmylou

thats a shocking price for a teddy and some chocs! Id expect them to be gold plated for £25! and i agree that is VERY misleading. Surely there must be some advertising standards you can complain to or something as well as interflora? Good luck!

RadoJo

I have to say, without any reference in the description to the chocolates, I would expect a box with 32 chocolates, especially as it looks as though that same box retails at £19.99, hence one a quarter of the size should only cost £5, meaning you have paid £20 for a teddy. I would persue the matter with a letter sent recorded delivery giving them a time limit to respond before you involve trading standards. Good luck!

billieboy_2

I would agree with Radojo. The picture is misleading if your GF only got eight chocolates. I would have thought they would have to specify either the weight or quantity. Quote from their terms and conditions:

1.4 All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute with a product of equivalent value and quality without notice.

Equivalent value - substituting eight chocolates for 32 is not equivalent value unless the substituted chocolates were worth four times those in the photo.

sjstokes

Hi all,

Update time...

This morning I rang Interflora using the old fashioned telephone method as they don't seem to respond to emails to customer service.

I'm very happy with their response. They say I must have been sent the smaller box by mistake and they're going to send out the full-sized 32 chocolate box to get there tomorrow.

redrabbit29

sjstokes wrote: »

Hi all,

Update time...

This morning I rang Interflora using the old fashioned telephone method as they don't seem to respond to emails to customer service.

I'm very happy with their response. They say I must have been sent the smaller box by mistake and they're going to send out the full-sized 32 chocolate box to get there tomorrow.

Excellent, credit where it's due!

I was suprised to see you had problems with them as they are normally very good. Glad they sorted the mistake out.