I am writing to your customer service department regarding an on-line order place on December 21 2009 in the amount of $102.02. I placed the order and paid for it with my BMO Mastercard with the understanding that the flowers would arrive in time for Christmas. The flowers indeed arrived; however, the bouquets were completely frozen. My relatives were assured that another delivery would be made with fresh flowers. Over 7 days went by and no flowers arrived.
When I became aware of the situation, I was upset and I attempted to contact Bloomex Canada by calling the 1-888 number I found on your website. It took another 2-3 days before a customer service rep actually called me back. In talking with “Angela”, I got some flack about the order and she was trying to convince me that because my relatives accepted the order, the transaction was complete. Needless to say, I kept pursuing the issue and a 2nd order was re-sent on or about the 13th of January. Again, the bouquets were frozen and this time my relatives sent the flowers back with the delivery guy who ensured them that a new set would be delivered and that he would take care of it. Again, after a week, no new delivery.
Now, I have neither clue who delivered these flowers nor do I think that it is a customer’s responsibility to track the order down to ensure proper delivery. After learning that the 2nd delivery was frozen, I was now angered. I phoned customer service again and left at least 2 messages with “Angela” in hopes that this whole situation would be rectified. To this date, I have not heard back from anyone in your Customer Service Department. I have spoken with my credit card company to reverse the charges of $102.02. According to their policy, I have to attempt contacting the company that I made the transaction with. It is now the middle of February and I am out a significant amount of money, my relatives think your company is a joke and I have spent a lot of my personal time trying to work this out. It is my hope that your company will reverse the charges from my credit card without any fuss.
Please advise me of how your company wishes to proceed as I am considering legal action as well as a complaint to the Better Business Bureaus of Manitoba and Alberta.
Order # 00928077
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