Jeremy F.
Google
I went to this shop mid to late September last year to get some flowers for my girlfriend’s birthday.
I picked a £35 bouquet and brought them straight home and put them in a vase in some water, trying my best to keep them happy.
My girlfriend loved them, and all was well until the next morning, where we discovered that the flowers were already wilting.
I had picked the bouquet from a bucket they had in the store and assumed that i was in safe hands and that a florist wouldn’t sell a bouquet that was already on the way out.
We were quite disappointed, and let the shop know what had happened immediately. We sent photos of the flowers to the shop via email, and the lady who responded seemed very understanding, agreed with us that the flowers should never have been sold to us and apologised for the inconvenience.
She agreed to send us replacement flowers in the next couple days or we could get a refund. I opted for the former as i still wanted them since it would only be a few days late. She said and that she already found a replacement bouquet for us.
A few days passed and we hadn’t heard anything, so we emailed them again and she apologised saying they were very busy and they hadn’t had a chance to send them off yet.
At this point we thought the issue was going to be resolved but unfortunately this was the last we heard from them, and every subsequent email we sent was ignored. this went on for several weeks until I decided to go back to the store and explain the situation.
After explaining everything, the lady who was there recognised that she was who we were emailing and she apologised for never getting round to sending them and for the lack of response. She said the shop had been very busy recently.
She said she would give us our bouquet, but since it had been several weeks since the original purchase, the occasion for which the sentiment had long passed, we asked for a refund. She seemed frustrated that we wanted a refund, even though they’d offered it to us from the beginning.
My guess is that she was hoping we would give up trying to get our money back. If she genuinely was so busy that she couldn’t spend a minute replying to one of numerous emails, then i think it’s quite telling that she was prioritising the customers who are yet to give money to the shop, and since she had no more money to make from us, we weren’t worth the minute it took to reply.
The next time I decided to buy flowers for my partner, i bought them from Marks and Spencers. It’s a shame because I’d rather have supported a local business but this one is simply not competent.
