Faulty Christmas gift

[TheBleaken]

I’m just wondering whether my expectations are unrealistic here.

I sent a relative a Christmas arrangement from Next Flowers, it’s a light-up boxed arrangement. When it arrived the lights were faulty, they won’t stay on, and it really makes a difference to the overall effect. I’ve contacted Next with a video demonstrating the fault and they’ve asked that the arrangement is returned, then Next will refund me. I explained that this isn’t feasible as the recipient of the arrangement would have to source a suitable box and pay the postage. I would then receive a refund and the recipient would get nothing as the arrangement is out of stock.

To me this seems a bit unfair as I don’t think the recipient should have to go to so much effort and expense when they had no control over what was sent in the first place. Sadly they don’t live anywhere near me so I can’t do it myself.

I’ve had problems in the past with deliveries of flowers and the vendor either sent a replacement or refund when sent proof of the issue so this seems unusual to me. Is it too much to expect a replacement item (even something different of equal value) for a faulty item from a flower vendor without having to send a living arrangement back?

Okay. I understand you’re upset the gift didn’t have the desired effect as it was faulty, and I also understand there is a bit of back and forth as it is a gift so it’s not as simple.

Let’s break this down logically though.

You made a purchase. We can’t expect everything to be 100% perfect all the time - defects / damage in transit / things happen - that’s life.

The retailer has a responsibility to fix that - offering you an exchange / replacement. The recipient could have kept the box, surely you turn the lights on around the time you receive that type of product? Next wouldn’t charge for the postage to return a faulty item - unless you mean they will charge to post it back to you? But then that’s not Next’s fault.

Regarding a replacement - the item is no longer in stock. Flowers are different - you can choose a different colour bunch etc. This sounds like more of a set item, which there are none left of. Once you return this item, you can use the refund money to buy a replacement of your choice.

If it’s not nexts fault whose is it?

next should cover the cost of the return. However, that’s not really the something anymore. Many suppliers are simply saying not to return a faulty good and return the cost. What good does it do to return it to next? They have evidence it doesn’t work. A similar replacement or refund should be completed. Next clearly living in the past and it’s a reason people don’t or won’t bother with them so much.

I sent Next flowers to my SIL last month for a special birthday. They were supposed to be in a vase with bronze wrapping, a big bow and chocolates. It arrived flat packed in a letterbox type box. No vase or chocolates. Next apologised and offered a refund or replacement. I would push this, it’s not reasonable to return it.

I said that if the sender decided to order it to themselves then send it on, therefore meaning the recipient would have to mail it back to OP at their own cost so that Next could arrange collection, then that’s not on Next, that’s on the purchaser.

If the item was sent directly to the person who’s gift it is, Next should send a return label to take to a local drop off point or arrange a door collection. It’s actually written in the Consumer’s Rights Act that the customer has a right to reject goods that are faulty and the seller must cover the cost of returning them. They can however charge for a change of mind return.

Next have said that they’ll pay me £2.50 for the cost of returning, however that still leaves all of the work and expense on the recipient (I’d obviously reimburse them myself). They didn’t keep the box as, like me, they’ve never experienced a flower delivery company asking for a return.