I've bought both big and small items from Merlin, ranging from some inner tubes to a frameset.
Each time, the price has been great and shipping almost unbelievably fast. When I've had occasion to speak to them on the phone, they've been friendly and efficient.
I ordered some flowers for Valentine's- they arrived on time, to the right address and as described. So the result was spot on.
However: everything else is just shoddy. There's no way to actually speak to somebody- you have to go on a live text webchat with an operator that clearly has no clue what's going on. One tried to convince me that my postman would deliver the dozen red roses, rather than a courier.
The order tracking page doesn't work, so when you go to check the tracking status of your order, and track them (which you pay an upcharge for), it says that there are no recent orders. And then nobody is on the webchat. Suffice to say, it's all a bit stressful.
Finally, a company that resorts to spamming a website like this with hundreds of very obvious sham reviews (all five stars, funnily enough!), does not fill a customer with confidence. If I'd seen this before ordering, I would have gone with somebody else. If nothing else, it entirely undermines the point of a site like Trustpilot- this needs to be managed better.
I should reiterate- the flowers arrived as promised- but everything in the interim was much more stressful and frustrating than it should have been. With so many other reputable online flower retailers, it's simply not worth the effort to deal with iFlorist.
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