I used this company in the past to order roses and to my surprise, the flowers that were delivered were lilies. I tried to reach customer service to no avail and left 3 messages before getting a call back. I laid down the idea that the principle of ordering flowers online was so you could see what you were paying for and if that's not what they were delivering, a simple courtesy call would have been appreciated. The rep I spoke to argued with me over and over again and didn't understand what I was saying. So I said to her, regardless your policy on substitutions and 30 other pages of policies, if I ordered and paid for roses for my wedding bouquet and you delivered me daisies that morning, how do you think I would react? She had no answer.
I swore I wouldn't use them again but thinking this was a one time occurrence I gave in and had to order flowers for a family member who passed away. I google searched, flower delivery High River. It came up saying same day delivery. I thought to myself...perfect! I'll give them another go. I submit my order, state in the instructions that if the flowers I have just ordered are not what will be delivered to call me. I get my order confirmation and it says delivery today, between 12 pm and 5 pm. I think to myself great! At 4:10 pm I get an email from Purolator saying my order was picked up at reception and in transit.
WHAT THE HELL!?!? I just paid $15 for same day delivery and this is going to site on a truck overnight and wilt and freeze? What kind of service is this! I called immediately and since they were busy, I left a message. No call by 5:30, so I call back and low and behold, still no one available. I went online to chat and the lady told me I was 15 min late to get same day delivery and it was outside of the distribution area.. But my order confirmation says delivery today between 2 and 5 and no where did it tell me or have a prompt say 'delivery to area selected is outside of same day delivery area, do you want to continue'
When I call to talk to someone cause I've had enough the poor lady taking orders looks at my order and says she will pass my info onto customer service because she just takes orders.
At the end of the day, you think a company as big as Bloomex claims to be could have an up to date system to advise you of these policies when making selections. I have used other florists websites that do this and never had a problem. I certainly will never use Bloomex today and have already mass emailed my entire company not to either.
The premise of customer service is lacking with Bloomex and for them to state they have a 98.2% customer satisfaction rate blows my mind. No one should have to deal with the lack of accountability of this company and I will never have anything nice to say about them if ever asked.