Raw Deal: Bloomin’ rip-off? What to do when bouquets arrive worse for wear

It is meant to be the day we say it with flowers but Mother’s Day deliveries don’t always go to plan.

In recent years, some courier companies have been forced to apologise after thousands of bouquets ordered from major retailers such as Marks & Spencer, Waitrose and Interflora failed to arrive on time.

Traders normally have up to 30 days to deliver goods. However, when you place an order for a specific event such as Mother’s Day they must deliver on that particular day.

If your flowers, therefore, fail to materialise on time or they are not of satisfactory quality, you are entitled to ask for a full refund.

Consumer champion Which? said: “If you are a mum whose flowers are late, damaged or don’t live up to expectations you shouldn’t just accept them to save a loved one from disappointment.

“They could be entitled to a partial or full refund under the Consumer Rights Act, so we’d advise you to get in touch with the buyer as soon as possible.”

For most, flowers will arrive when they should today and be in perfect condition but what can you do if something goes wrong?

Your rights:

Flowers arrive in poor condition:

If flowers arrive wilting or with browning petals or leaves, they are not of satisfactory quality and you should be entitled to a refund.

When you buy flowers online you enter into a contract with the retailer. Under the Consumer Rights Act, the retailer is responsible for the condition of the flowers until you take delivery of them. So if your flowers arrive in a poor condition the retailer is in breach of contract and you should receive a full refund.

And take a photo of the flowers as this is useful evidence.

Flowers arrive late:

The retailer is responsible for the condition of goods until they are received by the consumer or by someone else they have nominated to receive them on their behalf – like a neighbour.

This means the retailer is liable for the services provided by the couriers it employs – the delivery firm is not liable for late delivery.

If you paid for your flowers to be delivered by a certain date or time, such as Mother’s Day, this is an agreed part of your contract. So if your flowers are delivered late you have the right to terminate the purchase and get a full refund.

Flowers don’t match the description:

Under the Consumer Rights Act all goods must be as described. So, if flowers you receive don’t match the description or the picture online, you can reject them and ask for a refund. The same applies to the type and colour of flowers you buy. Unless the retailer clearly explains the type and colour may vary, they must provide you with exactly what you order.

Not enough flowers:

If you order a specific number of flowers but fewer than this amount are delivered, you are entitled to a partial refund.

So if you order 20 roses but only 14 arrive you should ask for a refund for the missing six roses.

Flower refunds and replacements:

If the flowers you ordered are not the flowers delivered you can reject them and ask for a refund.

The retailer may offer to send a replacement instead of giving you a refund. But if the flowers are for an occasion that will have passed by the time a replacement arrives, you are entitled to ask for a refund. So, if flowers are for Mother’s Day and the retailer offers to send replacement flowers to arrive a couple of days later, you can refuse, arguing it was essential they were delivered in time for Mother’s Day.