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Seems like Last Minute are still up to their dodgy (but legal) practices.
Back in Dec 2002, just before Xmas, I ordered flowers for a friend's mother who's worsening MS meant that she didnt have very long left in this life. Flowers were one of the few things left which she could enjoy and I chose her favourites - freesias.
I requested a delivery date, but specified that if that wasnt possible, just send them at the earliest opportunity.
They charged my card and I thought no more of it. Until I returned from Xmas at my parents to find an email saying they couldnt make the date. So I emailed back saying 'fine, just send them when you can', and went off on a New Year trip. By the time I got back (Jan 6th ish) there was still no response, and when I checked with my friend, no flowers had been delivered.
I put it down to basic error, but figured they'd refund me soon enough. In the meantime, my friends mum sadly passed away (RIP).
In August of this year, I was checking thru old statements and realised they still hadnt refunded me. I wrote via their customer complaint form on the site (no phone number I notice!) saying I wanted my refund and I want 8 months interest on the withheld money.
So then I get a response saying roughly - 'how shocking - we'll investigate and get back to you.'
A couple of weeks pass, and whilst clearing out an old webmail account of the usual junk (that's why I no longer use it) I find an email saying - 'Oh look, you never got your flowers, we're dealing with it.' (Er.. yeah I told you that!)
Then another - again sent to the wrong email address - saying 'We checked with the supplier and they can't deliver them any more.' They have offered me a £5 voucher for my inconvenience! What a joke - I'll NEVER deal with them again, but the point is - no mention of my refund! But worse - can you imagine how much pain and heartache to my friend's family they would have caused if the supplier HAD been able to deliver, after all these months - it's unforgivable! Not to mention the fact that the attempt is contrary to my expressed instructions!
I'll be contacting Watchdog and the relevant consumer/trading bodies, but here's an interesting thing...
The only phone number on the website is for Investor Relations. So its quite clear where their priorites lie.
Apalling company - don't even think about going there!!
Interesting review. I’m not a big fan of last minute.com either.
StephenBargewell 02.12.2003 18:28
Having been on the receiving end of lm.com's nastiness and shocking behaviour I am sadly not surprised by this story.
I agree absolutely with your advice never to use lastminute.com - if things do go wrong you will be in for one hell of a fight for recompense (note we are not talking about compensation here - just the extra money they cause you to lose).
God knows how much money they have stolen in this way when people eventually just give up the fight.