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…