My daughter is away at boarding school in Switzerland and working very hard on revision for her final exams, so I ordered a small bouquet of tulips, a vase, a small box of chocolates, and a small teddy bear (from Floraqueen) to cheer her up.
This order cost 78EUR in all (39 for the tulips, 10 for the vase, 15 for the bear, 10 for the chocolate, and 4 for "handling and quality control").
Problem is that my daughter received just a small bouquet of yellow flowers (some daisies and a few roses) . . . no vase . . . no bear . . . no chocolates.
I lodged a complaint with the company (via email because they do not have a customer service telephone number) asking for either a 35EUR refund (for the missing vase, chocolate, and bear) or for them to forward these items to my daughter directly.
They advised that no refund was in order because these extra items were not available (although I thought for sure there would be plenty of vases, bears, and especially chocolates available in Switzerland) and so they claim to have delivered a substitute product of equal value.
In all I sent 4 emails pointing out that the flowers received were definitely not worth 78EUR and asking for remedy. They sent 4 emails back saying that I was a valued customer and offering 10% off my next order (as if I will ever make the mistake of ordering from Floraqueen again!)