I ordered a spray of a dozen red roses last week on behalf of my mother, for my father's funeral just yesterday (1 Feb). The flowers that arrived were a disgrace - they were half dead, the arrangement was amateur to say the least and the florist who delivered them was a scruffy uncaring person who simply wanted to shove the flowers in my mother's hand and walk away. When we managed to finally find a telephone number for her on the internet (as her number on her card did not exist - she doesn't even have a shop premises) she swore at my brother on the phone and put the phone down.
I complained via your site and your staff have been incredibly unhelpful - we demand a refund for this shambolic effort of a floral display, the flowers were NOT fresh at all, the flowers were all dry, curling up, leaves ripped, arranged by a myopic amateur and completely upset my mother who is grieving the loss of her husband. We refused to take this embarrassment of a display to my father's funeral as we did not wish to insult him. We have had to buy flowers elsewhere from a local florist and although I have tried to contact your company to establish a refund, I have been insulted again by being offered a '£10.00 off my next purchase voucher'.
As if I would use your company again, it's disgraceful and just the worst service I have ever experienced.
If my mother does not receive a full refund and apology for this disgrace I shall have no option but to continue escalating our complaint further (don't forget we took the trouble to show you how bad these flowers were by sending in photographs the same day showing how they arrived) and using my rights under the Distance Selling Regulations to demand a refund and chargeback on my mother's debit card.
Will never use you again.
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I am extremely sorry for the disappointment you have encountered with the flowers ordered for your fathers funeral. We take matters like this very seriously and are going to look in to this to avoid future problems. We are going to e-mail you personally on this matter as we would appreciate the chance to investigate this further, we will then be able to arrange some suitable compensation. We hope this is satisfactory as we do not wish to lose your valued custom.