A very similar experience to one of the others here. A friend in New York, unable to post a birthday card in the aftermath of Hurricane Sandy, chose to send flowers via Arena Flowers. She ordered them on 12th November for delivery by 13th November, my birthday. The order confirmation, which says delivery on the 12th, has my correct address and mobile number, and they clearly have her e-mail address correct, because she received the order confirmation. She stipulated and had confirmed delivery by the 13th.
So why no flowers delivered? There has been no message to either of us offering any explanation; when you visit the delivery tracking page, it says nothing at alll about delivery, attempted or otherwise.
It is simply unacceptably shoddy practice for a florist to fail to deliver, since flowers mark significant occasions. Who wants to get birthday flowers one or two days late, let alone wedding or funeral flowers? And before the company gets around to blaming its courier, it alone has the responsibility for its direct employees and its agents.
As I'm not the customer, I'm sure Arena Flowers will refuse to deal with me, even though I suspect that by committing verbally and in writing to a delivery date, the standard get outs in the Ts & Cs are rendered inoperative, so that consumer rights have been broken. I believe the same is probably true under US law and I've suggested to my friend finding an ambulance chaser to take on the case.
Sadly, the only way to get the message through is to sue these people until they either perform, or go under. It is interesting that there is a rather pompous clause in the Ts & Cs:
11. Abusive behaviour
We will not tolerate abusive behaviour in any way, shape or form. Whilst we endeavour to do our very best, and 99% of our orders go like clockwork, mistakes are sometimes made. Purchasing from ArenaFlowers does not entitle individuals to treat our staff abusively. If anyone is abusive to our staff, we will terminate any dialogue. We will not resume dialogue unless it is in a non abusive fashion and with the level of respect to which every human being, on either end of the telephone, has a right. We reserve the right not to deal with returning customers who have previously been abusive or offensive. We may block their account or take any other measures we wish to prevent them using our services in future.
Can't imagine why that's needed!
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