XMAS NIGHTMARE 2011 - BLOOMEX.CA
I decided to order my parents flowers for Xmas since I wasn't flying home this year. I had ordered from Bloomex before without problem in the same city. I ordered them a beautiful boutique of flowers a full week in advance and even paid extra for the 9a-12p delivery. They were to be delivered on their first day off from a long stretch of shifts, so it was their (belated) xmas. When the flowers didn't arrive within the scheduled window, I called Bloomex and received an answering machine. I left a message requesting a quick response as I wasn't sure how long they'd be home. After not receiving a call, I spoke to their online agent who recognized the mistake and informed me that I'd be contacted via email.
Shortly there after I received the courier tracking information and number to reach them at. I called the courier who verified that indeed the flowers were scheduled to be delivered for that day. 5:15pm, 45 minutes before their last delivery, the tracking information was updated as scheduled to be delivered 48 hrs later. I then contacted the courier who stated that they do not make same-day deliveries and that they would try again 2 days later. I contacted Bloomex again (receiving an answering machine message), spoke to their online IM agent, and requested a refund. Again, I was informed I'd be contacted via email. Via email, I requested a refund over concerns that a) the flowers would be wilted and b) that the recipients would not be home to receive the flowers. I received a generic response stating that they do not give refunds (to refer to their website regarding refunds) and that the flowers would be delivered 2 days later.
Fast forward 2 days later (Friday), the flowers were still not delivered. Again, I contacted the courier company who informed me that while they only deliver M/W/F, that they were not delivering on that day (Dec 30th). I was informed that the flowers would now be delivered on Monday (Jan 1, a holiday). Extremely embarrassed and frustrated I requested that the courier company cancel my order. I requested the same of Bloomex and informed them that if I did not receive a refund that I would be talking to the BB etc. I received an email offering to re-send the flowers or a credit for my next order, but no refund. Again, I read their website in full detail: a) you must place orders more than 24 hrs in advance to receive deliveries on the delivery date (check! ), b) no refunds for acts of God (I'm pretty sure bad courier service, that is *not caused due to bad weather is not a cause of God).
Tonight my parents returned home at 8pm to find a 7 day old, frozen and partly rotten flower arrangement on their front steps. This is *7 days after it was to be delivered. We felt incredibly insulted and disgusted to find this. Bloomex had my parents' home phone number, cell number and they state that often they will deliver the arrangement to a neighbor if no one is home. None of those steps were taken. Surely they can't expect recipients to be WAITING for a 7 day late flower arrangement after missing the first 3 promised delivery dates. M father contacted Bloomex (this time someone picked up the phone). The gentleman informed him that indeed I would receive a phone call regarding the matter. I have yet to receive a phone call.
I am infuriated by the terrible customer service and embarrassed that my parents came home to find a frozen rotten flower arrangement. My parents will be sending me pictures of these flowers to keep on file. After a simple search on the BB website, I discovered that Bloomex has nearly 300 registered complaints in the past 3 years, receiving a BB grade of F. If I had only known before...Please, for your own sanity (and to save you hours of back and fourth phone calls, emails and frustration), order from another flower provider. Consider it as a friendly piece of advice to start your new year :).