I ordered Easter flowers for the ladies in my team and paid extra for a speedier delivery. The flowers were showing as "allocated" in the online tracking tool however nothing happened and they never arrived. The next day I phoned and after a rather complicated process of handing in order number, name etc I was put on hold. The lady on the other line told me that she would need to check with the local florist and would come back to me. I therefore left my number and mentioned that the flowers should have been there yesterday since I paid extra. Furthermore I said that a delivery before Easter was a must since it were Easter flowers. She told me she would do her best and come back to me ASAP. I as well asked for a refund of the extra money I paid for the next day delivery (which didn't happen) - I was told she couldn't do anything but the accounts department would come back to me via email. Nothing has happened since then: no email, no phone call and of course no flowers. This is the worst customer service I have ever experienced. The take your money and you get nothing for it just promises and a catastrophic service in every field - try to avoid them...
to comment on the reply below: the local florist was indeed in touch with the office saying that they wouldnt be able to deliver it on that day. so it was never a discussion but we were informed that it wouldnt happen. regarding all the other points it remains the same, only today after another call I was told that the flowers would be delivered.
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I have been in touch with the florist in question who did attempt delivery on the specified date however the recipient informed them that they were leaving early. Since the recipient was not there they arranged to redeliver on the 02/04/2013 which has happened.