Online flower firm has promised a refund on my £50.98 Valentine’s Day order – but where is it?
I have found myself at the end of terrible service from a firm called British Bouquets. On Valentine’s Day I bought a bouquet of flowers and a card to be delivered to my partner. These were delivered accordingly, but in a notably worse condition than advertised on its website. I have been granted a complete refund but this has not been processed yet due to ridiculous excuses the company finds each time. I have lost all patience after calling five or six times, only to be told someone will call me back – but that never happens. Trying to find a solution via email does not seem to work either.
I have sent another two reminders asking for an update but these have been completely ignored. DM, London
Another day, another online-only retailer failing consumers. British Bouquets, which says it “has been proudly serving the UK flower market for over six years”, naturally apologised for the delay, blaming an administrative error.
A spokeswoman said the firm had “a new system in place for refunds”. She processed your refund of £50.98 immediately and this was with you within a few days.
You can email Mark King at firstname.lastname@example.org or write to Mark King, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Please include a phone number and an address.