Extremely disappointing quality/service
Written: Feb 16 '02 (Updated Feb 17 '02)
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I have utilized Florist.com twice, both because I was enticed by a $10 off certificate, I believe. Both times I have been disappointed.
First, the value for the pricing of their product is poor -- bouquets are relatively small compared to their competitors and the life of the flowers is pretty short. The first bouquet showed its age after only three days. That was my main complaint with my first experience.
The letter to customer service from re: my second order
Dear Sir or Madam:
I am writing regarding order #xxxxxx Beautiful Lillies." The event for which I was ordering was our 10th wedding anniversary on Feb. 12. The flowers were never delivered as promised. I contacted customer service on the 13th and was told they would call me back. No one did. I called back, they said they would check and call me back. No one did. Finally I called again (in the end four calls total I think) and was offered my shipping charge ($7.99) refunded and they would deliver the flowers on the 14th. I told the representative this was completely unacceptable and spoke to "Selena" purportedly a customer service manager.
Selena offered to credit the charges to my account and send a small "apology bouquet." I insisted that due to the magnitude of the error and the horrible customer service follow-up, I felt it was appropriate that they deliver the original bouquet I had ordered, but she refused. I reviewed the type of bouquet she planned to send (your cheapest, smallest as far as I can see) on the website and specifically told her NO CARNATIONS, which are in my opinion a blight on the floral industry. She said she would make a note.
My wife received today what she termed "one of the smallest bouquets you have ever sent me" (I send her flowers at approximately monthly) and it was made up of MOSTLY CARNATIONS. The bouquet that was sent to her office is embarrassing to me and to her. Had I known that Selena was not going to follow my wishes on the carnation and send such a meager display, I would have declined. I am astounded, offended and absolutely exasperated with your company's performance.
Your website says "We will do everything we can to make it right" if there is a problem with your order. You did NOT fulfill this promise in my case, and given the poor quality of your delivered product and the customer service follow-up, I will go back to using 1-800-Flowers (I thought I would give you guys a try, big mistake). I purchase probably over $1,000 of delivered flowers (not to mention local flowers for home) a year. I am your dream demographic in terms of an affluent, repeat purchaser with great
loyalty to good companies. Too bad you guys couldn't step up to the plate and do the "right thing" here and have a shot at winning my business.
Need I post anything more?
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About the Author
Location: Los Angeles, CA
Reviews written: 96
Trusted by: 38 members
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