Ordering Flowers Online
Written: Apr 16 '04 (Updated Jan 06 '05)
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| Full Review |
In Christmas 2003 we ordered several flower arrangements. One was from 1800Flowers.com and two were from FTD.com. We'd ordered from FTD years before over the phone, but never through their website. FTD is generally more expensive than 1800Flowers, BUT we found that we could get a 20 percent discount if we placed our order through the Discover Card website, which made their prices more competitive. We picked FTD for 2 of the arrangements because they had a better selection than 1800Flowers.com and 1800Flowers doesn't deliver to Hawaii.
About the FTD.COM web site
(If you already know how the website works, skip down to "First Problem...")
When accessed through Discover Card, the site looks similar to the FTD main site. The difference is that the Discover Card logo and discount information are at the top. Also, if you are looking at a view that includes prices, the site shows two prices: the main FTD price and the discounted price.
There are many ways to browse the site. If you know the item number you can enter it in the Search window or you could enter a category such as "orchids" or "birthday." You can also click on the main menu bar, which has the headings of "Flowers," "Plants," "Roses," "Gourmet Gifts," "Occasions" and the nearest holiday. Or you could click on the menu on the right, which lists the categories "Occasions," "Products" and "Shop by Price" and after each is a long list of options, such as "Christmas," "Birthday," "Best Sellers," "Under $35," "over $100," etc.
If you select a category, then the page will change to display 12 thumbnail pictures. Under each is an "Order Now" button, a clock if the item is available for same day delivery, the name of the arrangement/item, and its price. (If you accessed the site from Discover Card, there will be 2 prices.) "Delivery is included" with the arrangement price, AND YET there is a mysterious $10.99 service fee that is later tacked on. I suspect that this fee is either a way for them to cover delivery costs OR a way to hide the true price of the arrangement.
To see more items, click on the next page. There is a pulldown menu that allows you to change the sorting option for the category. The list can be sorted by price or culled just to show arrangements in your price range.
Clicking on a thumbnail or "Order Now" will call up a window with a larger picture of the item and information on price, details (e.g. does it come with a vase?), delivery options (florist, FedEx, or UPS) and additional fees, such as the service charge.
Placing an Order
If you decide to order, then select a Product Option (sometimes this could be to add a vase, increase the number of flowers, or upgrade the arrangement with bigger flowers), input the recipient's zip code, and then click "Add to Cart."
Sometimes you will find that this product can't be delivered to that zip code (Hawaii and Alaska can be a big problem), but assuming your order is deliverable, you will then see another window showing everything in your shopping cart, the soonest delivery date available and your subtotal (NOT including service fees and taxes). They make it really easy to upgrade your Product Options or to send this item to additional people.
The next window asks you to set Delivery Instructions. You pick a delivery date, set a message for the card and input the recipient's name and address. You can also have the site save the recipient's name and address to your account's address book and ask to be reminded annually of this occasion via email.
The next window asks for Billing Information. You need to input your name, address, email, phone and credit card information. If you don't want to be put on their mailing list, be sure to uncheck the box about "special promotions."
The next (and LAST) window is the Order Review. It is easy to edit any of the information on this page or even cancel the order. The order isn't complete until you click "Place Order." I ordered two different arrangements that went to two different locations, so I placed two separate orders.
First Problem: No Delivery Confirmation
After you place your order, FTD.com sends you an email confirmation. It gives you an order number, a reference number, the order date, delivery date, delivery address, message, order total and credit card used. The confirmation also includes FTD's guarantee policy, their 800 number and a link to their Delivery Inquiry web page.
AND THAT'S IT.
If you want to know for sure that your order was received you can: call the recipient, call FTD or go to their Delivery Inquiry web page (24 hours after delivery). If you go to their Delivery Inquiry web page, you will have to fill out a form, putting in your order number, delivery date, email address, your name and maybe your recipient's name. There is also room for you to include a message.
I got a phonecall from the recipient who was in Hawaii, so I know she got her flowers. I wasn't sure if the other recipient (in New York) got her flowers.
I decided to use the online form. I submitted the form on 12/24, the day after the flowers were to have been delivered. After I submitted the form, I got an email response. It said:
Thank you for you inquiry regarding your recent purchase from FTD.COM.
We are pleased to report that we have received your order and it has been processed for delivery on 12/23/2003. When we receive confirmation of delivery from our florist we will contact you.
Gee, thanks.
At that point I gave up and called FTD. I got through easily and spoke with a friendly, helpful customer service representative, who contacted the florist and told me when it was delivered and who signed for it.
The same day that I'd ordered from FTD.com I'd also ordered an arrangement from 1800Flowers.com. This arrangement was also scheduled to be delivered on 12/23. On the morning of 12/23 I received an email from 1800Flowers letting me know that my flowers had been delivered. Simple. Easy. And what I'd expect from an online ordering service.
BUT There Was A Problem with the Other Order
Although it took me awhile to find out if my flowers were delivered to our relative in New York, I didn't have any other problems with that order. I heard that the arrangement was stunning and the recipient was happy with it.
The second arrangement went to my mom in Hawaii. She liked it and was happy to receive it. She even took a picture of it and later mailed it to me. I got it in February. I was surprised by the picture. It didn't look like the arrangement I had selected. I had kept a copy of the photo from website, which turned out to be a good thing.
I called FTD. The Customer Service representative was nice but at a loss. She didn't have anything to look at because the Christmas arrangement was no longer on the website. She asked if the recipient was unhappy with the arrangement. I said, "No, she's happy, but I'M NOT. And I'm the one who paid for it. I'm embarrassed by what she received." She offered to send me a coupon for 10 percent off my next purchase from FTD. I really wanted FTD to see what they had delivered, so I asked for a snail mail address. I could have emailed them, but was uncertain if they would receive attachments.
I mailed FTD a copy of the photos and pointed out the differences. The arrangement from the website was nicely shaped with pine branches, holly and variegated greenery, several large white roses, large carnations and round silver accents. The one that was delivered was smaller, spikey in shape, with only pine branches, baby carnations, fewer roses, no silver accents and a big, tacky bow. I asked if this was their idea of comparable.
Follow Up. A few weeks later I got a call from FTD. The Customer Service representative didn't want to get into a discussion of the individual items in the arrangement and what was substituted for what, but said that she would rather focus on the value. She noted that I had paid $65 for the arrangement and she agreed that what was delivered did not look like it was worth $65.
The Remedy. She said that FTD's policy is to offer a replacement arrangement--but only if they are notified within 10 days of delivery. Their reason for the time limit is that they like to contact the florist while the arrangement is still fresh in their memory. It was almost two months after the event, so the Customer Service rep said that she couldn't offer a replacement, but she could offer me a 20 percent refund, which came out to around $13. This was their best offer, so I took it.
I tried to get her to tell me the name of the florist, but she wouldn't. My complaint would go into FTD's records with that florist. I asked how they could control how well their florists do. She said that FTD's approach is to have the florists deliver under their own name, instead of just as "FTD." The rationale is that if the florists put their own name on it, they are inclined to put their best effort as each arrangement has the potential to create a new customer. If the recipient likes the arrangement, then he/she might remember this florist and use them for future orders.
Later, I wondered if the problem was that I had selected an arrangement that was very, very different than what Honolulu florists typically produce. It was a mainland-style arrangement with mainland foliage: holly, etc. The florist may not have had the right type of greenery--and the aesthetic eye to see the difference. Instead of rejecting the order (as they should have), the florist may have thought that their usual style would do. I grew up in Honolulu and have been to the florists there and I know what their arrangements usually look like. Perhaps I should have picked something safe and instead of going for an elegant arrangement, just gotten a bunch of flowers stuffed into a vase. Or maybe not, because if the arrangement as shown in the picture couldn't be produced by the local florists, then the website should have rejected my order when I tried to place it. Or FTD shouldn't even bother to have a photo there.
Would I Buy from FTD Again?
Surprisingly enough, the answer is "yes," especially in New York City or some place that I know would have a large supply of good florists. I expect that FTD contracts with the better florists in the area, so if they have a large pool of good florists to work with, then there are fewer chances of problems. They have a nice selection of arrangements. Plus, every time I've dealt with their Customer Service reps on the phone (for this order and in previous years), I've found them to be pleasant and helpful.
I wouldn't use FTD (or any other online store) for a fancy arrangement in Hawaii. I tried another website (JustFlowers.com) and had a similar experience with the arrangement that was delivered not looking anything like the picture. The freshness of the flowers has never been an issue, so I would be comfortable ordering a dozen roses or a bunch of tulips, but I think something fancier would require a face-to-face meeting with the florist who is doing the arrangement.
Ordering Flowers Online: Some Things to Keep in Mind
When ordering flowers check to see if they come with a vase. Just because the photo shows a vase doesn't mean that the flowers come with one, sometimes it's optional. If the flowers are going to be delivered on a hot day or sit outside for a few hours until the recipient comes home, it may be better to get an arrangement with a vase.
Confirm the type of delivery. Sometimes when an online vendor has a special, the flowers are shipped out in a box from one place via UPS/FedEx or sometimes even the post office if the destination is remote. Think about the distance and time of year. Obviously these flowers may not arrive as fresh as ones that were driven over from a local florist.
Bear in mind that ordering flowers is different than ordering some premade item like a DVD, which is made in one place and just sold through different vendors. Aside from when flowers are shipped out in a box from one location, they tend to be sold through a network of local florists. The local florist may not have all the flowers and plants needed for that arrangement, so they may substitute something else. How well that something else works depends on how good the florist is. If you are worried about substitutions or aren't sure how good the florists are, it may be best to stay with something simple and safe, like roses.
Since much of the experience depends on how good the florist that fulfills the order is, a good/bad experience in one city doesn't mean that you'll have the same type of experience the next time you order, especially if your next order is to a different city.
Keep a copy of the photo from the website, along with the name of the arrangement. If the arrangement is tied to a holiday, it might not be available later if you want to compare what you got to what you ordered. Plus, it's a good way to make sure you don't send the same arrangement again next year.
Unless the flowers are going to be delivered to your home or some place you're going to visit soon, you won't know if the arrangement that is delivered looks anything like what you selected. The person receiving the flowers has no idea what you picked. Most people are happy to receive flowers and would thank you for your thoughtfulness without mentioning if there were any problems with the arrangement. If you are concerned about making sure that what was delivered matches what you ordered, you could try asking the recipient to take a photo and send it to you.
If it's a local delivery and you are really picky, it might be better not to order online at all. Go to a florist and review samples of their work, order an arrangement, then swing by and check it before it's delivered (or deliver it yourself). It's a lot less convenient and possibly more expensive, but it's one way to ensure you get exactly what you want.
Recommended:
Yes
What product did you purchase or try to purchase? 2 Christmas centerpieces
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jmatsu
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Member: Joy M
Location: outside of Seattle
Reviews written: 73
Trusted by: 22 members
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