Many florists delivering rotten service
Print Edition
An official investigation into online flower services has found many fail to deliver as promised.
The probe by the city’s consumer council investigated 11 shops on four online platforms, looking at delivery times, packaging, freshness, quality and design.
The Sinan Xiangshan store on Taobao failed to deliver flowers in the time promised, the council said. “Nearly 20 percent of online flower shops do not allow customers to change delivery times, which is very inconvenient for people on frequent business trips,” said Tang Jiansheng, the council’s deputy secretary-general.
A broken vase was found with flowers delivered by the Pulao Meisi store on JD.com.
And flowers were often not of the quality promised.
Sinan Xiangshan did not deliver peonies as promised with staff using the excuse that the flower varieties were randomly picked, the council said. Some flower shops promised most of their flowers were not fully open, while they had completely withered after just two or three days. Withered flowers were found in over 35 percent of cases while 4.55 percent had broken stems.
Fake promotions and discounts were also problems.
Flowers delivered by some businesses were fresh and of good quality the first time. But in many cases second and third deliveries were not up to the same quality. Poor after-sales services was also a problem and less than 30 percent of customer service staff were professional, the council said.
Tang said regulations, which were absent at present, should be released to cover this emerging market.
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