It doesn’t matter, whether you have 100 or 1,000,000 good reviews. The 50 negative reviews will be the ones most people will remember. Losing customers destroys the revenue stream that would have been there for who knows how long.
Moonpig made a mistake here and are paying the price. And will continue to pay the price for the foreseeable future. People like me who look at this and wonder “am I willing to depend on this company to deliver on time?” So not only have they lost customers, they will lose potential customers.
Fortunately, this year I didn’t depend on Moonpig. I relied on Interflora, a company who has been around for longer than Moonpig and proven their worth over many years. Last time I ordered flowers from them, the local florist delivered it personally (no Yodel, no Parcelforce, no DHL).
This year, I took it up a notch. A bigger bundle of flowers, a box of chocolates and a bottle of Rose wine. The box was a lot bigger, so a different florist delivered it this time. I could see his van bouncing around my area as he delivered his goods. The flowers were great, just as the picture. Wine was chilled, and chocolates — well, we haven’t had them yet. ^_^
Two years they haven’t failed me. If I need flowers, I’m going to Interflora. Not Moonpig – even if they were cheaper.
Greeting card and gift firm bombarded with complaints on social media as customers post pictures of wilted leaves, smashed vase and empty box