Lovely Flora World

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Christine's complaint against Lovely Flora World

Christine Jones

27/03/2018

Dreadful service

Complaint against Lovely Flora World

I, like many others, ordered a bouquet to be delivered for Mother's Day. I was encouraged by the positive reviews on their website. How stupid was I??! The flowers weren't delivered on the requested date but I can accept that it is a very busy time but when they did arrive, they were half dead and consisted only of wilting carnations and bore no resemblance to the photo on their website. I had paid for an extra 50% more flowers but when I saw them, I was embarrassed and would hate to think what the 'bouquet' would have been like if I hadn't done that! I have had one response from them on 18 March (the rest have been automated responses) saying that they would send another 'bouquet' so I said I would prefer a refund but if that wasn't possible then for them to send a replacement as soon as possible. Absolutely nothing since then - they have now put a comment on a review I put on Trustpilot to say they had 'reached out' to me but I hadn't responded which is a blatant lie and I have kept all of the emails, which they are more than welcome to see. Their customer service is appalling and I also noticed they have removed themselves from Facebook, I sent them a message via Messenger also but they have made it impossible for further ones to be sent. It is disgraceful that they don't respond but even worse when they actually lie that their customer doesn't respond. Going by the amount of complaints they have received, it is a wonder they are allowed to trade. I received an email advert from them yesterday stating that they 'guarantee' to replace unsatisfactory flowers. How can they be allowed to continue doing this to customers??

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