It’s becoming clear to me that some forms of customer service are dead. I sit here currently on hold with 1-800-flowers.com after complaining about the bouquet that was just delivered. The bouquet I ordered is pictured to the left, the one that arrived is significantly different. Although their description states the arrangement would include: “Fresh roses, lisianthus, lilies, sunflowers, stock and more”, the only flower from that list that arrived were lillies — the rest of the bouquet is made up of carnations and tulips. Even assuming the promised varieties weren’t available, the color scheme of the arrangement is significantly different. The example bouquet is a high contrast combination of purple, yellow and white, while the one we received is mostly orange, with little contrast. I chose this bouquet for Valentine’s day over more typical arrangements because it was representative of the time Kim and I spent in Provence last year (it’s even called French Countryside). To receive significantly different flowers defeats the purpose. After 2 phone calls and having completed most of this blog post, I’ve been promised that we will get a re-delivery of exactly what we ordered tomorrow. We’ll have to see what happens there.
It’s not the first time this kind of thing happened. Last year we got shafted on an order through FloristExpress.net, though like 1-800-flowers.com they offered a redelivery and did much better the second time. If our local Chinese delivery place had this kind of track record, I’d have to eat out way more often. I wonder if that’s just modus operandi of florists — deliver any old bouquet and hope the person who placed the order doesn’t see it. If they do and they choose to complain, pony up the flowers originally promised.
Next time, I’m going to order from someplace that drop ships straight from a nursery (ProFlowers?), maybe then I’ll get what I paid for…
Update: I just got called by the florist who prepared the bouquet (!). She tried to convince me that what we received was preferable to what I ordered (!!!). She says that the lisianthus didn’t look good, and the sunflowers are out of season. Further, she says she included more flowers to make up for the change (really? couldn’t tell). She doesn’t want to replace the bouquet! So now we’re in take your flowers back, and I’ll take my money back. Let’s see what 1-800-flowers.com thinks of this development…
That’s why you order from the florist by phone and not the floral international outsourcing website.
That’s why you order from the florist by phone and not the floral international outsourcing website.
Frankly I am surprised you didn’t get to talk to someone based in India. That’s where my calls wound up the last two times I tried to get assistance. Hopefully your issue will resolve in your favor. I know how frustrating that type of battle can be.
Frankly I am surprised you didn’t get to talk to someone based in India. That’s where my calls wound up the last two times I tried to get assistance. Hopefully your issue will resolve in your favor. I know how frustrating that type of battle can be.
Liz, you’re absolutely right, but with all the snow, I haven’t had time/opportunity to go to the florist (only one car, and the whole family has been home for the last 10 days).
Ken, actually, I’m not sure where they were, but their accent wasn’t fun on a cell phone connection. In the end I ended up talking to 4 representatives, and they’re currently promising me a full refund. We’ll see,
Liz, you’re absolutely right, but with all the snow, I haven’t had time/opportunity to go to the florist (only one car, and the whole family has been home for the last 10 days).
Ken, actually, I’m not sure where they were, but their accent wasn’t fun on a cell phone connection. In the end I ended up talking to 4 representatives, and they’re currently promising me a full refund. We’ll see,
Well, now you have mission for the future: Find a good local florist and get their card. Behnke’s up the road is probably a good place to start. (IIRC) Seeing the pictures – not even close.
Well, now you have mission for the future: Find a good local florist and get their card. Behnke’s up the road is probably a good place to start. (IIRC) Seeing the pictures – not even close.
I had a similar experience with ProFlowers over the Christmas holiday. When I e-mailed a complaint, they sent another delivery (this time with the correct flowers) at no charge. Prior to that, they hadn’t made that sort of mistake with flowers I ordered from them.
I had a similar experience with ProFlowers over the Christmas holiday. When I e-mailed a complaint, they sent another delivery (this time with the correct flowers) at no charge. Prior to that, they hadn’t made that sort of mistake with flowers I ordered from them.