SUMMARY: INCOMPLETE ORDER ~ ONLINE HELP DEFECTIVE ~ TELEPHONE CALL CENTRE AND REFUND PROCESS EFFICIENT. I ordered flowers and chocolates at short notice for delivery on Mother's Day. The flowers were good and delivered on the Sunday but the chocolates were missing. I submitted an online ticket to address the issue and heard nothing for 5 working days, despite the ticket being marked "Critical". I telephoned the customer services number and asked that the missing chocolates be delivered. I was told this was not possible and I was offered a £5 voucher against a subsequent purchase, which I declined. My request for a refund on the missing goods (£5.90) could not be authorised by the telephonist but she escalated my request for approval (response time of 3 working days indicated). I received e-mail confirmation 3 days later that the refund was authorised (i.e. within stated response time) and the money was accredited to my account after a further 4 days (i.e. within the specified period of 3-5 working days).
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