Flowers Direct Didn’t Direct Flowers!

No Friesians here!

A few months ago I ordered a bouquet of flowers for my husband’s sister. Now I have to say I’ve used Flowers Direct a lot over the years and never had a problem until now…!

Luckily my husband asked his sister if she liked the flowers and she said she hadn’t received them. As you would expect if you have read anything on this Blog I complained. I emailed on the 30th April to say that they hadn’t been delivered. I got a stunning email in return. I received a confirmation on the 1st May that the delivery on the 30th April would be made. Good eh? I emailed again and got a response to say that they were looking into it. Days later I emailed again but heard nothing. So on the 11th May I emailed the CEO quoting the relevant Laws that they were breaking. (Supply of Goods and Service Act 1982 and Sale and Supply of Goods Act 1994) (For goods and services after October 1st 2015 use the Consumer Rights Act 2015). No response. So what does one do then? You can always do something! I drafted a letter to the Credit Card company as Flowers Direct had not delivered anything for the money. I sent them a copy and guess what? Yes, I got a reply!

The amount was under £100 and so it was therefore not protected by Section 75 of the Consumer Credit Card Act . However it would be fraud if a company takes money and doesn’t provide anything for it!

Evaluation
Flowers Direct was involved in some business buying out another and so emails were getting lost I was told. So often it’s poor internal communication that results in the non delivery of goods/service. The Customer Services Representative gave a full refund and asked if I would like a bouquet sent to the recipient or myself. I told her both (and got them!)

Customer Service 7 out of 10
CEO 0 out of 10
Prize £40 refund plus two bouquets

 

Rating – on the turn?

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6 Responses to Flowers Direct Didn’t Direct Flowers!

  1. Jack says:

    What have you got to complain about? Watch this:
    http://www.youtube.com/watch?v=wdoGVgj1MtY
    😮

    • The Complaining Cow says:

      Monty Python, brilliant. Shame he never went into the complaint room…! Reminds me of the ridiculous prolonged nonsense with Tesco

  2. Very informative & usefull blog – I have followed to keep up to date with your endeavours 🙂

    • The Complaining Cow says:

      Thank you, glad you found it useful hope you can use the tips soon! Well I don’t hope you receive bad service but you know what I mean!!

  3. I agree that when things go wrong, it’s more often than not down to poor communication. On those occasions when it isn’t the cause, it is often the catalyst that turns a minor issue into a cause for complaint.

    Thanks for sharing this post.

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