To Be VERY P'd Off With Next Flowers?

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Today is my friend's birthday. She's a very good friend who has recently been diagnosed with a nasty illness & is starting intensive chemo next week. We don't normally spend very much money on each other's birthday (as none of our friendship group is very well off) but, this year, I wanted to do something a bit more special and ordered some lovely looking flowers, a balloon & chocolates from Next, to be delivered today.

I placed the order several days ago BTW, it wasn't a short-notice, next day delivery type situation.

Today, at 2pm, I get a phonecall from Next to tell me that the flowers have been delivered to the wrong depot at the other end of the country & will not be delivered until Monday or maybe Tuesday and would that be OK? No, I say, no that won't be OK at all. They then offer to refund me by way of a giftcard - not a refund back to my debit card - as flower orders cannot be cancelled once they have been paid for!!

I have organised alternative flowers from Interflora who, luckily, offer same day delivery up to 3pm BUT have ended up paying more than I can really afford for something comparable, as they are more expensive & I am now paying a premium for same day delivery!

I hope I don't sound mean, my friend is more than worth the money, it's more the inconvenience of being let down at the last minute. So, AIBU to be p'd off with Next or not?

No, and insist on a refund.

Oh no. Poor you and friend. I hope mine arrive on time - I ordered them last night for mum's birthday on Monday.

I would certainly argue that a perishable gift item delivered late after entering into a fast delivery agreement is not fit for purpose so a full refund is a basic legal right.

Thanks for your replies. Glad it's not just me being over-sensitive about it! I have sent an e-mail to Next demanding a full refund to my card, so we shall see .

YADNBU. I would ask for a full refund and compensation. Outrageous!

yanbu. Demand a full refund. Surely they broke their contract with you when they failed to deliver the flowers on time?

YANBU, yes these things happen but that means that they should give you a full refund. NOT a gift card

I hope your friend likes her flowers :)

YANBU. I ordered flowers online for a funeral and they never delivered them at all When I complained the guy on the phone couldn't be more helpful, refund immediately, plus credit to my account and of course an apology.

Thats terrible. Flowers are the kind of thing that you do rely on people delivering when they say they will. They should have done far better than offering you a gift card.

YNBU. I've had problems with Next online too.
You're probably not interested in the details, but now I'm reminded, I feel the need for a rant! They were truly crap...
I ordered 2 pairs of school uniform trousers from them last year, just over a week before term started. I waited in all day on the arranged delivery day - now just 2 days before term started - and they didn't come. I 'phoned. At first they told me their courier had delivered and I hadn't been in. When I argued, they then told me the courier couldn't find my address. When I pointed out the very specific delivery instructions I'd given, they finally conceded they hadn't even processed the order. They said they'd do it the next day, and it would arrive the day after - i.e. the first day of term. I told them that was (obviously) too late and asked for a refund. They told me a refund would take 8 days to process. I argued and pointed out that I now needed to go out and buy them elsewhere. They said (basically) "Sorry, that's how it is". And because I was on a budget (new school, new uniform, over £200 :( ) all I could afford and find on the last day of the school hols was one cheap pair of Primark trousers. It took Next two weeks to refund me in the end, and I would never, never use their online 'service' again.

Absolutely insist on a full refund. That is not acceptable and a gift card is not appropriate! on your behalf!

my friend got some next flowers, they were 3 days late, dead and headless

This is the sort of circumstance that normally gets reserved very quickly if you start to Tweet about it.

Cough.

Cough.

Just sayin.

Yanbu. You've put me off ever wanting to use Next online

I ordered 2 sets of flowers for 2 special birthdays last year from Next. One turned up two days late, the other 4 days late. I had no phone call or email from them to apologise and only realised there was a late delivery when I asked if the recipients had received their flowers (embarrassing) . Next just said "oh sorry both sets went to to the wrong depot". Got a full refund but would never use again. Whats the point if they dont turn up when you ask?!

They have no right to keep your money - most ridciculous thing I have ever heard!!! Insist on a full refund to your card - and I would politely request an additional voucher as a goodwil gesture.

And I agree start social networking about it...

YANBU!

Do NOT accept the gift card. Complain on Twitter and on their facebook page and it will be resolved promptly.

I use these people now and they are always great.

Disclaimer: I don't work for them, I just luff them.

I use Next flowers quite frequently.
YANBU.
Although I like their flowers and think they are very reasonably priced, they are not the most reliable.

I wouldnt use them for a specific date again. They failed to deliver my mother's flowers on her 70th birthday for the same reason they have given you.

She got them the day after and she was thrilled but it was NOT her birthday!

I recently sent two bouquets and they were both delivered a day later than promised. They were sent for general cheering upness so the date was not important.

Complain, complain and INSIST on full refund. Cheeky feckers.

That's very true Chaos. I keep forgetting about Twitter, but it does work... It got me a solution and nearly £300 compensation from BT.

I'm glad I saw this.

Was just about to order some flowers from them, won't bother now.

Have you heard back from them OP?

Thanks for the link, cakeismysaviour. It looks good.

YANBU

I wouldnt use them again either. I sent some flowers to my best friend who had suffered a particularly traumatic miscarriage. Because I knew she was fragile and didnt really want contact in person/phone for a few days I sent the flowers with a thoughtful message.

She didn't receive them for 3 days and I felt truly awful as she thought I wasn't in contact by any means at all. I only found out they were late when I text her husband to ask if she had received them - she hadn't by that point.

Not amused, will never use them again.

I ordered some for a friends birthday to arrive on Monday, her birthday. I ordered flowers chocs and birthday balloon, to coordinate with her living room, which is earth tones. They turned up on the Thursday with a congratulations on your baby boy balloon in blue and white. I was unimpressed to say the least!