DAMAGED GOODS >
INTRODUCTION
Every gift sent out through our service is checked
and packed in the best possible way to protect the
gift in question. Please see our section entitled
"packaging & presentation" link below.
Some gifts are packed in their original box and then
further packed in bubblewrap and then inside another
cardboard box.
Our gifts provided through different
services are dispatched from several different dispatch
points for UK delivery. International orders, mostly
flowers are delivered by our local florist in the
area of the country concerned.
Damage can occur with the best
of intentions but we do find we have a very low incidence
of damage reports.
DAMAGED GOODS > RECIPIENT
IDENTIFYING THE PROBLEM
Our main contact is with our customer who will have
organised the delivery of a gift to another person,
the recipient, at the delivery address. The customer
will very often be in a different location from the
recipient and neither party will be near to our offices.
The customer will not be in contact with the recipient
until after the delivery has been made not wishing
to spoil the suprise.
DAMAGED GOODS > NOTICING
THE PROBLEM
It will be the recipient who will be the most likely
person the identify damaged goods.
Damage could be noticed at the
following points:
-
the time of delivery where
external damage to the product or parcel would
be noticeable.
-
the time of collection from
the Royal Mail sorting office or from a neighbour.
-
the unpacking of the gift
from its delivery packaging.
DAMAGED GOODS > REPORTING
THE PROBLEM
We would expect the recipient to be aware of any obvious
damage problems at the point of receiving the goods
and to report them to the contact person where the
delivery came from.
This could be:
-
the florist delivery driver
-
the courier delivery driver
-
the florist shop itself
(number on the packaging)
-
the Royal Mail delivery
person
-
the Royal Mail sorting office
We would also appreciate the
recipient notifying the customer and our offices.
If the recipient only notifies the customer, then
for the customer to report any damage to our offices.
The most important thing is that we are finally informed
of any damage but at the earliest opportunity.
DAMAGED GOODS > DESCRIBING
THE DAMAGE
We will need to know the extent of the damage concerned.
We would value knowing the following
information:
-
how the gift was delivered
-
the type of product (ie.
flowers, teddy, jigsaw)
-
brief description of the
component parts of the gift received (flower arrangement
or flower arrangement + teddy or flower arrangement
+ chocolates.)
-
description of the damaged
gift or part of the gift.
-
separate description, where
flowers are concerned, should there be any question
of poor quality or poor condition and which of
the flowers this might be.
DAMAGED GOODS > DEALING
WITH YOUR COMPLAINT
If the notification has been made by the recipient
we may wish to speak to the customer about the complaint
and how we rectify the situation.
If the notification has come
from the customer we may wish to speak to the recipient
to understand the cause and extent of the damage.
Your complaint will be processed as soon as possible
after receipt, depending upon when it is received
in relation to our office hours. All forms of complaint
will be acknowledged as being received, at the soonest
opportunity UK time but may take a little time to
investigate.
In dealing with your complaint,
depending upon the nature of the complaint, we will
need to launch our own investigation which may be
very quick or take a little time according to the
nature of the problem. We will need to notify our
delivery agent who will need to run certain checks
through their own records. If the delivery has been
made by Royal Mail this could take a little time.
Whilst assuring you that all
complaints will be dealt with as quickly as possible
we must point out that in line with our normal policy
our inverstigation will be as thorough as possible.
This could take anything from a few minutes to around
one working day for UK based orders to up to 5 working
days for International orders.
We must point out that no complaints
can be dealt with in the evenings, on Sundays or over
UK Bank Holidays. We may also be limited for any enquiries
during a Saturday.
DAMAGED GOODS > RECTIFYING
THE PROBLEM
As soon as we have completed the quickest possible
assessment of the situation we will come back to the
recipient or the customer and discuss how we will
proceed to try to rectify the situation.
We may need to request that
the recipient returns the original goods to our offices
before we can further proceed with a damage claim.
see returns policy link below.
Any action from this stage will
be determined by the nature of the damage and mutual
agreement on what is required. Our aim, on the rare
occasions that this situation occurs, will be to bring
a successful conclusion to a difficult problem.
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