Great flowers but terrible customer service when something goes wrong!!!
I have used Iflorist many times to send flowers to the UK and France from where I live in Australia because it is my only way of sending presents to people. The flowers have always arrived on time and made the recipient very happy. But this last time in December I ordered flowers for Christmas present for my mum and they never arrived. I contacted the so called live chat to try and find out what happened and was given a tracking link that made no sense as it was a lot of destinations in Holland and France with a final destination being 50km from my mums home. I florist have sent flowers here many times so I assumed they used a local florist. This time the flowers had been sent by a courier across Europe in a van to my mum and never arrived!!! The live chat kept cutting me off telling they had been been received even though I told them twice they hadn't. I decided to email iflorist instead, after trying 3 times they finally replied and told me exactly the same rubbish that they had been delivered and they reeled off the address where they had been delivered to which was my mums but that someone called Calles had signed for them!! I explained that no-one called Calles lives at my mums house so they must have gone somewhere else. I was then told there was nothing they could do and was given a customer service number to ring. Again, I rang and spoke to someone and explained the same thing again! This person was polite unlike everyone else who I had dealt with, they took my number and said they would ring back and find out what had happened and they never called me. When he took my number I explained that it was an Australian mobile and he needs to use the code and he said "yeh, yeh, yeh, I know what to do" which made me think immediately that he had no intention of ringing me back! So after contacting Iflorist 7 times I have still not received a refund or redelivery. Since I spoke to them my mum rang me to say on 12th January 2013, which was nearly 3 weeks later she received a delivery of dead, slimy flowers and the delivery person did not request a signature! So after all the lies that I have been given about the flowers being signed for by someone at my mums house, they arrive dead! If Iflorist advertise to send international flowers they should be able to find out when there is a problem with delivery. What has obviously happened is the flowers have been delivered by a courier across Europe and over the busy Christmas period been lost and left somewhere... then delivered after Christmas. I would like my £31.90 back please Iflorist, your customer service is appalling and unfair. It is very difficult to contact people from Australia so would have appreciated a bigger effort. Or just a refund when I told you they never arrived.
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Please accept our sincere apologies for all the problems you had regarding this order. We do appreciate all feedback we get as this helps us to avoid problems like this happening again in the future. We certainly do not wish to lose your valued custom so we would like to issue you with a full refund for this order and arrange for a complimentary bouquet to be sent to a recipient of your choice. We hope this is satisfactory please accept our apologies and I will e-mail you personally now regarding this matter.