I apologise in advance for the length of this review but the story is unfortunately long.
To summarise: my boyfriend bought me a 30 rose bouquet for Valentine’s Day, we only received 20, a month later arguing over email and it’s NOT SOLVED.
The first thing to note is my boyfriend requested them to arrive on Valentine’s Day (naturally) and they arrived 3 days before, so already upsetting for him as the surprise was ruined.
They also arrived looking damaged and wilted, with one rose completely snapped and broken (we have picture proof of everything).
The main issue though which we are expecting to be handled in accordance with the Consumer Rights Act of 2015 is the fact that we paid for 30 and received 20.
In all previous experiences, other stores are apologetic and more than willing to fix the mistake, however this was not the case here.
The first reply detailed how we are supposed to look after our roses which was confusing because that’s not the main issue we are trying to address. We were also offered a £10 voucher towards our next purchase. Frankly this is unacceptable as we do not want to pour any more money into this company at this point and within my rights the issue should be fixed without us needing to spend more money.
The next email we sent made it expressly clear that we needed a replacement or a refund and we were told to wait as our case was being further investigated.
We then waited a week and heard nothing so we emailed again.
We were then offered a full credit voucher for the price of the bouquet or the opportunity to continue to wait for the investigation to be solved.
We decided to wait because naturally we don’t want to be roped into spending more at the company.
And again have not heard back since.
I sent a follow up email yesterday, well over a month since the flowers arrived at my house.
I do not recommend this company, they seem to not care about customer satisfaction when things go wrong. This could have been such a simple solve and yet here we are.
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