Same day delivery.

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Posted: Mon Jun 25, 2007 9:15 am

Hey guys, I need some help heer.

Last week was my best friends birthday. I'm in NZ, she's in UK.
I went online and used 'teleflorist' a rather large company with the same kind of rep as interflora.
Anyway, I ordered, and paid for (Using my UK credit card, so being in NZ shouldn't have mattered) a beautiful bouquet of flowers. They 'Guarantee' same day delivery, as long as the order is placed before 1pm UK time. I placed my order, online at 4am(UK time). So, in plenty of time.
AS you've probably guessed by now, no flowers were delivered.
I sent a shitty email to the customer service department last Thursday. I heard nothing. So I gave the UK contact number to my friend and she's obviously rung them and given them a bit of grief coz I've now got an email saying "Sorry for the delay, we can now either give you a full refund, or send the flowers."
Basically, my question is, because they 'Guarantee same day delivery' am I in my rights to now demand a refund AND they send the flowers?
It's now been a week since her birthday.

I'm pissed off Evil or Very Mad

Posted: Mon Jun 25, 2007 9:23 am

I don't know if you'd be legally entitled to both or not, but certainly "making a scene" might help... Just ask them what their guaranteed same-day delievery guarantees exactly, and tell them you think that due to this "guarantee" maybe they should do both...

I've just got images of their advertising now with a Simpson-esque disclaimer "Warning: guaranteed same-day delivery may not guarantee same-day delivery..."

Posted: Mon Jun 25, 2007 9:39 am

I had exactly the same happening with Interflora before. After I made (only a little) fuss, they gave me my money back AND sent the flowers, too.
It's worth complaining! Smile

Posted: Mon Jun 25, 2007 9:49 am

Thanks guys,
I've asked them to outline what exactly the guarantee covers.
What really upsets me though is that my best friend, on her birthday, sat with nothing from me. And she really is a true friend.
I mean, she knows now, but now is after her birthday!
Oh yeah, I paid an extra 6 pounds delivery charge for the same day delivery Rolling Eyes

Posted: Mon Jun 25, 2007 10:18 am

Quote:

Basically, my question is, because they 'Guarantee same day delivery' am I in my rights to now demand a refund AND they send the flowers?

They guarantee delivery or your money back, legally.

There is no provision in the law for you to claim damages because they didn't send your flowers on time.

You can claim loses, i.e. the contractual amount (what you paid). By law they have to pay this to you.

But other than that, you can't get much.

However, you can kick up a stink and give them shit and write them letters and generally make their life hell and they may well give you something for free out of goodwill. But you don't have a legal right to it.

(unless of course the guarantee states that you do, but if you can't prove that such a guarantee existed when you bought the flowers it'll be hard to claim... remember, if they don't state that that is the policy they can just tell you it isn't).

Posted: Mon Jun 25, 2007 10:27 am

^^^I understand completely what you're saying, but at the end of the day, this company basically promised me that if I gave them hte money, they would send my friend the flowers and put a smile on her face.
They didn't do this and now, it's too late.
Legally, I realise that the only guarantee they give is that they'll refund you if they don't keep there word.
That pisses me off. It should be money back and flowers!!
I am gonna kick up a stink because I've had the worst couple of days I've ever had and those incompetent prix can't even deliver some bloody flowers!!!!!

Ok, rant over...for now!

Posted: Mon Jun 25, 2007 1:12 pm

This is why I don't do flowers.. Wink

On a serious note, maybe you should just look to get your money back and then use another company. When you contact them, explain to them what just happened and I guarentee (er, maybe the wrong word to use) the competitor will do anything to outshine the bad company and win your business.

Posted: Mon Jun 25, 2007 11:42 pm

^^^Yeah, but ubfortunately her birthday was last week so not really much point in sendi them now.
Interflora did the same thing last year with my mother and they ended up (2 months later) sending her a box of 'Celebrations' to say sorry Rolling Eyes

I hate these bloody companies. They get far too big and then customer service and guarantees just fly out the window coz they're 'too big' to get sued.