Paid for roses, got MUMS. No refund.
Written: Sep 11 '06
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Here is the letter I just finished sending to FTD.This will likely fall on blind eyes, because I am complaining to your customer service department about your customer service. But hopefully this will help you improve your deplorable applications of service in the future.
1. I placed a complaint on Sept.5th about this order. I received an automated response telling me I would hear of what resolution would be made within 48 hours. When 48 hours passed with no further contact, I emailed another complaint. Still no response.
2. So I decided this morning, a WEEK after my initial complaint, to try the phone route. I was on the phone for 30 minutes before even speaking with a human. Even after speaking with a service rep, I was put on hold for an additional 15 minutes while she "checked with her supervisor". I am sure she was just hoping I would hang up.
3. I believe your ad for this particular arrangement on the website is purely false advertising. It states "A lively red mini rose rests in our playful round ceramic planter that's decorated with colorful "Happy Birthday" greetings and balloons. ". There are no balloons. There are colored dots....so, naturally, I fully expected to receive balloonS with this arrangement.
4. Your representative tried to direct me to the substitution policy on your website. I had it in front of me at the time. If your florists think that substituting a mum for a rose plant is a "SIMILAR" substitution, they need to be retrained. I could see maybe another COLOR of rose, but not a mum for a rose. There also should have been notification that a substitution was going to be made before the plant was delivered. There was no such call made.
5. Your rep actually started BARGAINING with me on how much of a refund I could get. Ridiculous. She also had the audacity to say that for a total refund, she would have to have the florist go and RECLAIM my daughter's birthday surprise. Now THERE's a good business practice. Give me a break.
6. In the end, I accepted the 15% return, because the rep had finally done her job and worn me down, wasting my workday. However, in doing so, she has lost FTD a customer, and this ex-customer will be talking about this experience with others for a long time to come. I would not recommend your services to ANYONE. Sincerely.
Recommended:
No
What product did you purchase or try to purchase? mini rose plant with balloons
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Epinions.com ID:
tuxedocatsil
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Reviews written: 1
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