What are your standard preferences for Royal FloraHolland's handling of complaints from customers about your products? It is important that you specify them in the Product complaint menu in My Royal FloraHolland. The staff of the Product Complaint Department of Royal FloraHolland can then deal with any complaint in line with your preferences.
In the first section of the menu, you specify the manner in which Royal FloraHolland will handle a product complaint from a customer. Would you like to be called as well as receiving an e-mail ? Would you like to have a photo of the problem or is that unnecessary? And if the purchase contract is annulled, should those products be auctioned again or returned to you?
The second section of the menu refers to situations in which the customer asks for a price correction. For example, you can state that you do not allow price corrections. Or if you do, you can choose to handle the request yourself by telephone, or to authorise the Product Complaint Department or your handling company to do so for you.
Your telephone number is required for the final agreement on price corrections. Currently, only 06-numbers can be entered. If you are available at another number in the Netherlands, it is important to prefix the number with '0031'.
If you do not specify any preferences in the menu, then Royal FloraHolland will follow its standard procedure: feedback about complaints via e-mail, without photo. If the sale is annulled, the lots are auctioned for a second time. The decision about price corrections lies with the grower in that case.
International growers often work through a handling company or agent. In that situation, the grower can modify the name and the telephone number of the handling company, for example if s/he decides to switch to another handling company. Naturally, it is important that the grower and the handling company make firm agreements about price corrections. International growers who do not transfer the responsibility for agreeing price corrections to a handling company can specify in the Product complaints menu that they will arrange the price corrections themselves or authorise the Product Complaint Department to do so on their behalf.
Growers always have the option to deviate from the choices specified in the menu for some products supplied only occasionally. In that case, it is essential to respond by telephone within 90 minutes of receiving a product complaint by e-mail from the Product Complaint Department or by 16:00 at the latest on the same day, and inform them of your changed preference.
How to use the Product Complaint Menu: