I placed my first order with iFlorist for Valentines Day. Their website looks good, shows some stunning bouquets and the fact that Laurence Llewelyn-Bowen has a range of flowers with them gave me confidence they were a reputable firm.
I ordered a UK 50 pound exotic bouquet specifically because it was very unusual and was not the traditional red roses or red and white theme. When the delivery arrived (right at the end of the day but still the correct day) I opened the flowers to find I did not have what I had ordered. I accept occasionally substitutions have to be made and I was unlucky to get one on my first order but the alternative flowers were just average, included the usual red roses and certainly were not worth UK 50 pounds.
I complained on their website and did not expect a full refund but as my bouquet had been so expensive hoped that to ensure my continued custom they would offer me some reasonable compensation. My offer was UK 10 pounds off my next order with them.
That was absolutely not acceptable to me. If a customer has a problem there should be some effort to resolve the issue with the bad order not just tell the customer to order again and offer money off that. Why on earth would I want to order again unless they resolved the bad order?
iFlorist websites proudly boasts - 100% Satisfaction Guarentee - (their typo not mine) and - Whatever the issue, if we have been in any way at fault, we will offer a full refund, or send an immediate replacement to avoid further delays.
I pointed this out that they were indeed at fault. They had delivered me flowers that were no way of equal value. My 2nd offer from them was a refund of the postage of UK 2.45 pounds!
I was still disappointed and as it was very obvious their customer service is outsourced to a call centre abroad I wondered if the actual firm (which is based in the UK) was aware of the issue. I searched online and found they had a Facebook page. Oh dear. It was full of complaints about their terrible customer service with lots of customers not receiving their deliveries at all. I added a post to the list of complaints with vain hope of some type of response. Instead they deleted their Facebook page rather than deal with all the complaints.
I have noticed that Trustpilot has a lot of positive reviews for iFlorist and they are even up for a UK local business award for their website so I guess not everyone has a bad experience with them. It is a shame they cannot improve their customer service and customer happiness and instead I am added to the list of people giving a bad review.
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