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Moonpig customers disgruntled over missed Mother's Day deliveries

A small number of customers took to social media over the weekend to complain about Moonpig's Mother's Day service.

Moonpig had invested in Sunday couriers to fulfil orders and the e-tailer had advertised that gifts ordered by 2pm on the Friday before Mother's Day and flowers ordered by 4pm the day prior to Mothering Sunday would arrive in time.

But some customers experienced damaged or missing goods, demonstrating the difficulties retailers are facing in fulfilling next-day deliveries as well as providing excellent customer service when using third-party couriers.

Customers took their disgust to Twitter and Facebook to complain with photos attached of their disappointing bouquets. Among the complaints were flowers with broken stems, smashed vases, as well as a severely creased label on one bottle of personalised wine.

Moonpig admitted it had experienced an issue with one of its flower suppliers which led to the weekend delay.

"We know how important Mother’s Day is and we have apologised to and compensated all customers who have experienced a delay. We’ve been working hard to put things right and by the end of Mother’s Day almost all orders have been delivered. We hope our customers accept our sincere apologies," said the e-tailer.

Moonpig has reportedly offered £5 credit as an apology, which has not gone down well with the disgruntled customers.

Naveen Aricatt, legal expert at Trusted Shops, said it is vitally important to communicate with customers in an event of a crisis.

"Peak trading times are a perfect test of brand resilience and yesterday’s fallout proves how vital a backbone of customer service can be. By communicating closely with suppliers and customers many problems can be resolved without a hitch. Yet a volume of complaints came because customers were unable to get the feedback they needed in a timely way," he said.

"To future-proof their business, providers must arm customers with the information they need, without delay. Promising a response within 24-48 hours is no use when customers are dealing with a one-day delivery window. Instead, providers must pre-empt a surge in demand and recruit extra staff to handle queries, as well as clearly display details about consumer rights and delivery status on their website and via social channels.

"In an age when consumers rely on social proof to guide their purchase decisions, bad-mouthing on Twitter can have a serious impact on consumer trust. To maintain loyalty and attract new customers, brands must react quickly in the event of a crisis and show customers how valued they are by listening to their concerns and improving services accordingly."