On 4/10/11 I placed an online order for flowers from 1-800-flowers.ca (Bloomex) at 11pm. I bought the Fields of Europe for Spring which I thought came in a vase. Immediately upon receiving my order confirmation I realized that I had made a mistake. The flowers did not come with a vase they would arrive boxed or wrapped in plastic. The flowers are for a 89yr old who is legally blind, lives in assisted living, and not able to arrange the flowers herself. So I immediately went back to the website to correct the order. I wanted to change my order to something that would arrive in a vase. On the website there is a button to push to speak to a live customer service representative (CSR) I put in my name, order# and explained why I needed to change my order. Then I waited. After 30mins I called the 800# but that kept going to VM all I could do was leave a message. After trying to reach someone online or over the phone for over an hour I gave up. I started calling the next day 4/11/11 starting at 8:30EST. Several times through the day I held on for a CSR (I am convinced they don't have any) and was always put through to the same VM that promises a phone call back.By the time I got home Monday night there had been no calls to my cell phone and no calls home (I will be happy to provide phone records if needed) I decided to go online again and try to get a CSR there again. I filled out the same box with my name, order# and new message “I want to cancel my order! ” to my surprise “Nicole” popped up with a quick reply “A manager will call you tomorrow.” The next day, 4/12 went by with no return call so when I got home from work I called again but this time pushed the button for new orders not existing orders and someone answered! I explained the situation and she couldn’t have really cared less. Her response to me not getting a phone call back was “Well, maybe they didn’t know what you wanted.” Our solution to the problem was that they would do “Fields” as an arrangement instead because if I canceled now they were going to charge me $25. I received email confirmation from AB stating that the order had been changed as discussed. The flowers were to be delivered on 04/15. I call the intended recipient on 4/16 and she raved about the treats I sent but said nothing about flowers. I asked her if she had received any flowers and she said no but that somebody had given her “a beautiful Lily in a pot that could be planted outside.” The problem is that the “Lily in a pot” could either be the arrangement from me OR an actual plant that was sent by another relative for her Birthday. She is blind and has dementia so I can’t rely on her I have to rely on the feedback florist. So I checked my email for delivery confirmation and there wasn’t any. So, I called the order desk again and a nice young lady answered and tried to confirm for me that the flowers had been delivered. She came back on the phone and told me that she didn’t see anything that indicated that the flowers had been delivered but that AB was the manager who changed the order and she would have AB call me back shortly. That was yesterday around 1pm. I haven’t been called or sent an email confirming one way or the other. My debit card has been charged $75.73 for the flowers (plus almost $3.00 in international transaction fees) At this point I have no choice but to believe that the flowers were not delivered for my Grandmother’s birthday and I am requesting a refund of my full purchase price of $75.73 (US) I am not going to waste anymore time trying to chase down a “manager.” They present themselves as a convenient 24hr/7 day a week business online and on the phone but that is certainly not the case. It’s outrageous and it’s false advertising. I chose to use the online service for the convenience of being able to order at 11pm on a Sunday instead of having to find time during a busy week to take care of this. One of the worst customer service experiences I have ever had!!! I have filed a complaint with the BBB. Hopefully, I'll get my money back.
0 comments