MAKING A COMPLAINT
> CHECKING INFORMATION
Whilst we will be pleased to assist with any customer
complaints, we would ask all customers to refer to
our Customer Service Centre information before contacting
our offices. Here you should be able to find reference
and information about most aspects of how our service
operates and the conditions we set for the use of
our service. By further reading this information it
may answer any query you may have.
MAKING A COMPLAINT > INITIAL
CONTACT
We would value hearing from any customer who considers
they have a complaint over any order we have provided.
Your complaint should be addressed
to our duty customer services manager either through
the contact facility within this Customer Service
Centre , direct by e-mail, by fax or by telephone.
Any complaint should be reported
as soon as possible. We strongly believe in trying
to correct any problems at the earliest opportunity.
The more historic a problem becomes, especially when
dealing with fresh products, the more difficult and
in some cases less likely it will be to resolve. Many
of our gifts are of a perishable nature and we need
to know of any problems quite urgently to be able
to resolve them to everyones satisfaction.
MAKING A COMPLAINT > ORDER
INFORMATION
Please include the following order information when
you send your complaint addressed to our customer
services manager. Most of this information may be
found on your order confirmation sent to you when
your order was accepted:
-
your order number supplied
on your order confirmation
-
your name as the customer
-
the name of the person whose
name was given as appearing on the credit card
if different from the customer name. Please state
which name applies to the credit card if two names
are involved.
-
the confirmed delivery date
(this may not be the originally requested delivery
date)
-
the product / type of product
ordered
-
a brief outline of the problem
-
a viable suggestion, from
you, as to how we can help you to correct the
problem.
-
an assurance from you that
you will check your e-mail regularly to receive
messages from us and to send us any replies to
help us deal with the problem quickly.
-
if you are based in the
UK, provide updated immediate daytime and evening
contact telephone numbers for you that will be
answered.
MAKING A COMPLAINT > DEALING
WITH YOUR COMPLAINT
Your complaint will be processed as soon as possible
after receipt. This will depend upon when it is received
in relation to our office hours. All letters of complaint
will be acknowledged as being received, at the soonest
opportunity UK time within our office hours 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 may need to run certain
checks through our distribution and delivery agents
who may need to check 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 investigation 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 some
enquiries during a Saturday.
MAKING A COMPLAINT > CONTACTING
THE RECIPIENT
We need to give notice that, if the nature of any
complaint has any bearing on a situation to do with
the recipient or the recipients address we, or our
agent if the delivery address is in another country
may need to contact the recipient to discuss the matter.
We feel it is unreasonable if
our customer withdraws permission for us to contact
the recipient or the recipient is permanently unavailable.
Under these circumstances we may decline to consider
the complaint.
MAKING A COMPLAINT > DAMAGED
GOODS
We refer you to the separate section on this subject.
see link below
MAKING A COMPLAINT > SUITABILITY
OF GIFT
Throughout our website we allow our customers to browse
through the many gifts we offer and select their gifts.
We offer additional information about most of our
gifts and will answer any queries sent to us about
any gift where we can help.
We understand that it is our
customer who is making the decision as to which gift
they wish to send to the recipient. We regret that,
as most of our gifts are of a perishable nature, we
do not offer our gifts on the basis of allowing them
to be returned automatically if the recipient does
not want them or like them. Damaged goods are covered
by a further link page.
MAKING A COMPLAINT > RECIPIENT
COMPLAINT
We are willing to receive complaints from the recipient
concerning their order received. When handling any
complaint received from the recipient we will expect
to contact the customer if we feel they should be
informed of the problem. This will be very important
if we arrive at any misunderstandings over gift products
or services intended.
Any complaint received from
the recipient should contain as much background information
as possible using the notes below for guidance:
-
the name of the sender
of the gift
-
the method of delivery
-
the product / type of product
delivered
-
the delivery date
-
the delivery time
-
a brief outline of the problem
-
a viable suggestion, from
you, as to how we can help you to correct the
problem.
-
an assurance from you that
you will check your e-mail regularly to receive
messages from us and to send us any replies to
help us deal with the problem quickly.
-
if you are based in the
UK, provide immediate daytime and evening contact
telephone numbers for you that will be answered.
Your complaint should be addressed
to our customer services manager.
Please note: the notes above
concerning dealing with the complaint apply in this
section.
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