I ordered Valentines flowers on the 13th Feb (Valentines Cupid, "pretty mix incorporates red roses, the epitome of romance and Valentine's Day, along with luxurious and sweet-smelling lilies, plus a mass of shamrock blooms and seasonal blooms"). I paid extra for guaranteed next day delivery.
The flowers were not delivered on the 14th and the tracking code could not be matched, it did give a message saying "our delivery drivers will be working until 9:30pm" so I didn't chase it up despite my Valentine kicking off I hadn't sent her anything. This message later updated in the evening to inform me delivery would be made on the 15th. By this time, iFlorist was closed so I could not complain.
The flowers were eventually delivered in the afternoon of the 15th Feb, quite badly damaged, far from "luxurious" and not as advertised. There were no red roses "the epitome of romance", instead cheap red carnations.
To compound my problem, my Valentine was no longer at that address (having returned home in the morning of the 15th).
When I complained to iFlorist, they just blamed "the busy rush" and offered to reschedule delivery for the 16th (presumably to an alternative address). I made it clear I was not happy with this as the flowers were not as described, let alone late and damaged.
They only offered apologies. However, after I consulted my legal team, they have now offered me a full refund, including, I hope, the extra postage charge, but say they can not reschedule delivery (I have to choose between a refund or a reschedule).
I had my legal advisers look at their T&Cs which include things like....
"5.2 If we are not able to deliver your goods within the date(s) you have specified on your order, we shall notify you by e-mail or phone to arrange another date for delivery". - They did not do this.
"8.3 We give no warranty and make no representation, express or implied, as to:
8.3.1 the adequacy or appropriateness of the goods for your purpose.
8.3.2 the truth of any information given on our website;
8.3.3 any implied warranty or condition as to merchantability or fitness of the goods and services for a particular purpose;"
- Basically, a warning not to order any flowers from them for a special occassion (ie Valentines, funerals etc). In saying that, I'm told these T&Cs probably would not stand up in court as they are "unreasonable" and sending carnations instead of the advertised "roses" could also be deemed fraudulent. As would charging for special next day delivery when not actually providing that service.
I am particularly appalled by their customer service in relation to this matter. A simple shrug of the shoulders and apology does not cover the stress caused on Valentines Day.
As a result of this experience, I have arranged for all of my websites (I own a large group of websites with over 8 million readers a year) to pull all links to iFlorist. I can see that some of our customers had followed links and bought from them also. I have been advised by my legal department to take action if we get any related complaints to ourselves.
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