Update by user Oct 05
They confirmed they have processed my refund.
Update by user Oct 05
A final update on this review. First, Prestige Flowers refused to give me anything.
I sent them pictures, and they offered £5 to spend on their site. I wrote again and explained the Consumer Rights Act 2015. They offered £10 to spend on their site. I wrote again and explained I'd contacted the Citizens Advice Bureau.
They came back with an offer of a fresh bouquet of flowers. I wrote again and told them I'm now holding out for a refund as is my right, and a letter had been sent to their company via recorded delivery, as advised by the Citizens Advice Bureau. I also told them that I'd contacted my bank who confirmed they would be happy to raise a Visa Claims Resolution case if Prestige Flowers still refuse to refund me. Seven hours later I received an email from someone different who confirmed that Prestige Flowers had processed the refund and it would be back in my account within 3-5 days.
Now, normally when a problem has been resolved with a company I will always update my reviews with something nice about them, such as how fast it was resolved etc. But that's difficult to do on this occasion. I was put to a lot of inconveniences: 9 emails, 2 phone calls, and a trip to the post office to send the letter via recorded delivery, not to mention the cost of sending the letter. This matter should have been resolved on the first day when I sent the photos and Prestige Flowers admitted there was some damage.
That right there should have prompted them to refund the money. I will say that they remained extremely courteous throughout the long exchange of emails.
But it shouldn't take the threat of involving Trading Standards to force them into doing the right thing. So, in conclusion, I'm grateful that my money is being refunded but I still wouldn't use this company again.
Update by user Oct 04
I've now contacted Citizens Advice regarding this matter. They confirmed that under the Consumers Rights Act 2015 the good should be: Of satisfactory quality.
Fit for the consumer's particular purpose. As described. Prestige Flowers has failed on two of these points. The advisor at Citizens Advice told me to send a letter via recorded delivery using one of the templates on the Citizens Advice website.
(www.citizensadvicebureau.org.uk) The template uses the correct legal wording for the Consumer Rights Act, you just need to fill out the details of your purchase. He also advised that as the purchase was made by a debit card, the bank might be able to do a chargeback. I've spoken to my bank and they said they can set up a merchant's dispute, but they must allow the company 15 working days to resolve the situation.
The letter is going out today, and if there is no resolution, I'll be contacting my bank again. I'll keep this review updated.
Update by user Oct 04
When I first contacted Prestige Flowers about the fact that they hadn't been delivered on the next day, I was told not to worry as the flowers are packed 'in a specially designed box that comes complete with an aqua pack that contains water and nutrients.' That's the exact wording from their advisor. As can be seen in the photos, this 'aqua pack' consists of a piece of tissue paper that was barely damp by the time the flowers were delivered a day late.
The photos also show brown stems, drooping and half-dead flowers, and petals just falling off the flowers as my mum placed them in a vase. I sent these photos to Prestige Flowers. A manager looked at them and decided the damage was minimal and therefore not worthy of a refund or a replacement bouquet. I wrote back and said that I did not pay 25 pounds for half-dead flowers, so no matter how minimal they feel the damage is, the fact is that they admit there is some damage.
They replied today, and now say this: 'We can only make our judgements on the photographs received.
From what we have seen we can see no evident quality issue.' So, they're saying that the normal quality for Prestige Flowers is to send out bouquets that have dying brown stems, drooping half-dead flowers, and petals falling off the flowers. This is apparently the normal quality for Prestige Flowers, so another reason to avoid this company like the plague!
Original review posted by user Oct 02
Appalling service. I ordered a bouquet at 16.30 for a next day delivery. Prestige Flowers have a cut off time of 22.00, so I was well within the time for a next day delivery. However, by 18.00 the next day there had been no flowers delivered and Royal Mail was closed.
I contacted the firm and explained the situation and requested a refund. I don't want to pay for flowers that have been sitting in some royal mail office or in the back of on of their vans for the day. I was told they don't guarantee next day delivery! This came as a shock because those exact words 'Next Day Delivery' are plastered all over their website! I wrote back and explained that I paid £5.80 for the flowers to be delivered on the next day not in two days time.
They then had the audacity to say that there is an asterisk against one of the signs about next day delivery and if you click on this then it explains that they cannot guarantee next day delivery.
This asterisk is so small it's barely visible, but they expect people to see this! Doesn't matter if you're sending flowers to a funeral, or to someone who's received bad news, you should be able to spot this little asterisk!
So, in the event that the flowers do turn up tomorrow (3rd October), they will have been sitting around since 21.02 on the 1st October which is when they left Prestige Flowers,
So, in a nutshell, if you want to ensure flowers reach your loved ones the next day then I would strongly advise against using Prestige Flowers, because once they have your money they don't give a crap about the customers!
Reason of review: Problem with delivery.
Monetary Loss: $25.
Preferred solution: Full refund.
I didn't like: Reply on delaying delivery, Items not delivered next day, Terrible customer services, Misleading and hidden info on website, Refusal to refund.