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Is iFlorist the greatest website in the universe, ever?

Raised eyebrows at gushing customer reviews

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Well, we're a suspicious bunch, and we emailed iFlorist to suggest that some of these reviews were faked. This is their reply:

We are more than happy to chat to you about our reviews, however you have not included a telephone number. To answer some of your points by email, we deliver flowers to 140 countries and have customers in over 200. We have no real control over what is written about us apart from offering what we believe is the best level of customer service in the industry backed by a no quibble, 100% satisfaction guarantee.

At times such as Mothers Day, it is obviously difficult to ensure that we respond to all queries within our normal 2 hour response time. However, having checked out the many review websites, I think you'll see that we have in general received extremely good, positive feedback, which is also reflected by the thousands of emails we receive directly.

We have, as you've pointed out, noticed that there seem to be several reviews which contain poor spelling and grammar, however this seems to apply primarily to reviews placed by customers located worldwide, and in countries where English may not be their primary language. We also use Google Checkout and, as part of the process, Google encourages our customers to create comments and feedback, on a number of review websites. Reviewing some of those comments, the "improbability" which you speak of, if based on the quality of writing, is reflected in both positive and negative reviews.

We have an excellent relationship with our local Trading Standards office, and are members of ISIS, with full accreditation (http://isisaccreditation.imrg.org). We've also discovered from investigating usernames and product references/locations, that reviews have been written negatively about our company, which does not appear to tie up with our customer or order records. We take the perception of our company, and the quality of our customer services extremely seriously, and believe that we're one of the few floral gifting companies to offer a one-to-one, manned livechat facility (meaning queries or worries can be responded to, anywhere in the world, instantaneously).

We are soon to introduce our own review service on the iflorist.co.uk website, in order that customers can review both our products and the website, in addition to our network of 1,800 local florists and flower shops, which will provide a further point of reference for both new and existing customers.

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