1 800 Flowers

Review: On 3/**/2014 I ordered some flowers to be delivered to my wife's place of employment for the amount of $57.68. At 11:46 AM I received an email from 1800Flowers that my gift had been delivered. At 2:20 PM on 3/**/2014 I called my wife's business and spoke with my wife and inquired if she had received a gift. She stated no. I asked her to ask the other employees and they also said no. I then contacted 1800 Flowers at approx 2:30 PM on 3/**/2014, and the Service Rep, [redacted] (Employee ID [redacted]), informed me that the delivery vendor made a mistake and hit the delivery button in error. [redacted] informed me that my item was still in route and had not been delivered. I asked if I could have the vendors information so I could speak with them and [redacted] informed me that I could not. I then asked [redacted] for a partial monetary refund, since I had to call my wife and verify delivery of a SURPRISE gift, which should of not happened. The intent of a surprise is that the recipient is not aware of the surprise. [redacted] stated that mistakes happen and 1800Flowers apologizes and she would offer a $20 dollar credit towards the next purchase of 1800Flowers. I informed her that I was extremely disappointed with 1800Flowers accountability for their vendors and the mistake was at my cost. I asked if she could credit $20 back to my Card (PayPal Account) and she stated that she did not have authorization. I then stated to [redacted] that I would take it up with the Revdex.com. I am not looking for a full refund but I believe the delivery vendor made a mistake at my cost. I would agree to a $20 partial refund to my Card (PayPal Account) for this issue. If 1800Flowers is subcontracting 3 party floral vendors, they should take accountability for them and their mistakes. I am not happy with the level of service and will not be using them again. This is why I asked for a $20 credit to my card (PayPal Account) since they were going to give me a $20 Credit towards my next purchase of a 1800Flowers item.Desired Settlement: I am looking for a partial refund of $20 towards my card (PayPal) Account.

Business

Response:

Good afternoon,

First, we apologize for the customer’s inconvenience. We made contact with the customer on Friday,

March [redacted] and discussed his complaint. We were able to come to an amicable

resolution, by the customer previously being issued full credit on March **,

2014 in the amount of $57.68.

Unfortunately the arrangement did deliver, however there was a

misunderstanding with our local designer and the arrangement was picked up from

the recipient.

We established initial contact on Friday, March [redacted] at

2:53 PM (EST) and addressed the customer’s key concerns which were the

nonchalant attitude of the initial customer service representative regarding

the erroneous delivery confirmation and the fact that once delivered, the

arrangement was picked up by our local designer.

As a result of the customer’s dissatisfaction, I offered a

complimentary redelivery on Saturday, March [redacted], as well as an

apology to the recipient and [redacted] agreed. I personally left an apology message for the

recipient and the arrangement was delivered to the recipient’s home location

(per the customer’s request) on 3/**/14 at 5:20 PM (EST). As a follow up, I called and spoke with [redacted]

on Monday, March **, 2014 9:57 AM (EST) and he stated the recipient was pleased

with the replacement arrangement and did, in fact, receive the voice message.

Please rest assured corrective action has been taken in an effort

to prevent similar instances going forward.

We have internally addressed the customer’s concerns by documenting the

situation accordingly for coaching opportunities with the representative, in

addition to further investigation of our local designer. We thank you

for bringing this matter to our attention and allowing us the opportunity to

resolve the issue accordingly.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would like to also state that I was very please with how quick of a response there was and the corrective action taken. I extend my thanks to [redacted], at 1800Flowers, and his exemplary professionalism.

Respectfully,

Review: Placed order for Valentines Day on 2/**/14 with 1800flowers (order #[redacted]) and flowers were not delivered and contact to customer service goes unanswered.Desired Settlement: Explanation as to why:

1. Flowers were not delivered

2. I was not notified to make other arrangements if they weren't able to deliver the flowers

2. There's been no response from customer support post-issue

3. The chargeback request from Paypal has been ignored

Business

Response:

Good Evening,

We sincerely apologize for the inconvenience.

I have contacted the customer on 03/**/2014 and apologized for the poor service they received.

I have issued [redacted] a full credit in the amount of $80.73 as well as a $20 Savings Pass, and a complimentary flower delivery to be delivered tomorrow, March *, 2014. The new order number is [redacted].

We have taken preventive measures and followed up with the representative regarding the internal error made.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered flowers on May [redacted] to be delivered on May [redacted]. They were delivered the flowers were dead. I called and they said a fresh batch would be delivered Sunday. Nothing.Desired Settlement: Delivery of Order

Business

Response:

Hello [redacted],

Review: I ordered a package that was to be delivered on valentines day that included flowers, chocolates and a teddy bear. My recipient got the flowers only. Not only did she not receive the chocolates and teddy bear, the flowers were not as shown on their web site. I was unable to contact customer service on that day. I did contact them the following day 02/**/14, they offered to resend the items which I refused. I would have agreed if I had been able to contact them on valentines day. I stated the holiday had passed and resending the gifts was not acceptable. They offered a full refund of $112 in 3 to 5 business days. on 02/**/14 I called again because I still hadn't received my refund and was given an excuse as to why. I was told once again that I would receive the refund in 3 to 5 business days. On 03/**/14 I called yet again because I still had not received my refund and requested to speak to a [redacted]. I was told a [redacted] was unavailable and given another excuse and told for a third time I would receive a refund in 3 to 5 business days. At this point I still have not received a refund. I don't know how a company as reputable as 1800flowers can have such lousy customer service and lie to their customers.Desired Settlement: For starters when the customer doesn't receive what is pictured on their web site its false advertising. I would have been happy with a partial refund if they actually gave me one. Don't promise a full refund knowing your not going to do it.

Business

Response:

Hello [redacted],

I have used 1800Flowers for several occasions over the holidays. The first arrangement looked arrived and was nothing like what I had ordered. The flowers looked like something that I had picked up for $10.00 from my local grocery store, certainly not an "arrangement" worth the $90.00 that I had paid for it.

After many emails and phone calls, they offered to resend the arrangement which I agreed to, and this arrangement was going to be a centerpiece for a dinner party.

It never arrived. when I contacted 1800Flowers that Monday morning, I was told that they had a disagreement with the florist and that is why it had not been delivered.

this time it took no less than 10 emails/ phone calls and nearly 2 months to finally receive a refund.

Unfortunately, they put my refund on a gift card so I decided to use that and get a gift to my sister for her Birthday. I ordered her a floral arrangement and a box of Cheryls Cookies.

The arrangement arrived a full week early and the cookies were not the assortment that I had ordered! Fortunately I had clicked on the 'google Trusted Store' link when my order processed, so they were quick to respond when I said there was a problem with the order.

They offered to send my sister another gift of comparable value that would arrive on her birthday, so I chose Chocolate Covered Strawberries.

They also NEVER ARRIVED! I could not believe it.

when I reached out to them after finding this out- I was told that there was a "Strawberry Shortage" (yet the items were still available to order according to their website) that they were unaware of when that order was placed.

The bright spot was the customer service for Cheryl's Cookies, which is an affiliate company of 1800Flowers. They were apologetic and promptly resent the order with the cookie assortment that I had originally ordered.

As for 1800Flowers, they, once again, are insisting on reissuing a gift card rather than a refund. Fortunately I can use that on Cheryl's Cookies as I will NEVER again entrust 1800Flowers to deliver what is ordered on time, if deliver anything at all.

It has been a long process and ultimately 2 events were missed completely without any notice or explanation from them until I contacted them after.

Ultimately I have tried them for 3 occasions over the past 2 months and not one order was correct, which resulted in a long stream of emails and phone conversations with very little resolution.

Review: ist day- 1st call - The company was not able to accommodate my order with a simple container substitution. It claimed that it could not find a provider in the area close to the recipient's delivery when in fact there were a few providers in the area. It is obvious that it didn't take the time to investigate. In addition, the company never sent an email to confirm my order but was eager to send a survey instead which of course after failure to accommodate request could not have been positive. 2nd day- 2nd call - Furthermore, when I called the second time so that I could request an order cancellation, the customer service rep. ([redacted]) reassured an email confirmation for the order cancellation and it never came. 3rd day - 3rd call - On this day I actually made 2 phone calls as on the first I was disconnected after waiting 20 minutes to speak to someone and when I did speak to someone to confirm the cancellation, the person (Jez) confirmed that the company does not send order cancellation confirmation through email and that I should wait 3-5 business days for the refund to appear on my finances statement. On this day an age, any online orders through any company that are cancelled, communicate the information efficiently electronically through a simple email but obviously not 1800 Flowers.com.Desired Settlement: A refund is expected in an efficient and expedient matter. The company should seriously improve it's electronic communication to customers. It is absurd that I did not receive an order confirmation yet it sends me a survey, that was hilarious! Please consider further customer service training as well.

Business

Response:

Hello [redacted],

Review: 1-800 Flowers failed to deliver flowers to my mother on Mother's Day -- despite charging me for expedited delivery -- or make any suitable efforts to remedy the situation when it was apparent that the paid-for services were not provided. After several follow-up calls and various representations by the company, a representative informed me on the Tuesday after that the company would be unable to fulfill my order.

I ordered flowers for same or next day deliver on Saturday, May *. These were flowers to be send to my mom from my wife and I on Mother's Day. The flowers never arrived. I called 1-800 Flowers on Monday and was told that the flowers would be delivered that day and I would receive a $20 gift card to compensate me for the expedited delivery charges I had paid. The flowers were never delivered and I received no gift card. I called back Tuesday. I was told, for the first time, that the company would be unable to put together any bouquet whatsoever and that I would be issued a full refund and given a $20 gift card. The result was entirely unsatisfactory and the company's inability to remedy the situation has left me with no option but to lodge this complaint.Desired Settlement: Please send flowers to my mother. Preferably with a note apologizing for the delay.

Business

Response:

Dear [redacted],Thank you for reaching out to us. We are truly sorry for not delivering your gift on such a special occasion. We have scheduled a delivery for Wednesday, May [redacted] at no cost to you. The arrangement will be a Designers Choice, not the Spring Fields of Europe. We also added on to your card message to apologize for the lateness of delivery. We understand that you trusted us to help you express yourself, and that we let you down. We’re fully committed to our 100% smile guarantee and are sorry that we couldn’t deliver on that promise. A full refund in the amount of $64.98 has been issued. This will appear back on your card in 3-5 business days. In an attempt to regain your trust, a $20 Savings Pass has been issued to you. It can be used on a future order and will arrive via the email address on file within 30 days. Again, we sincerely apologize for your disappointing and frustrating experience and hope you’ll give us another chance to serve your gifting needs.[redacted] [redacted] [redacted] ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and confirmed that the remedial action described therein had been performed. This resolution is satisfactory to me and the matter has been resolved.

Best,Matt

Review: I purchased a Japanese Red Maple tree as a Father's Day present. The tree was supposed to be approximately 24 inches high and 14 inches wide. The tree was supposed to be 4 years old and ready to plant. The tree arrived half dead and looked nothing like the picture advertised on the website. The tree was only 14 inches tall and was definitely not 4 years old. It was a great disappointment since the 1 800 Flowers website described the tree as an "unforgettable gift". My father, who has over 50 years of horticulture and gardening experience was extremely disappointed and asked if this "small plant" was what I had ordered on the site.Desired Settlement: I would like a complete refund for the item that I purchased.

Business

Response:

I do apologize for your disappointment with the Japanese Red Maple tree. I have issued you full credit as requested in the amount of $95.97. You should see this credit posted to your account within 7-10 business days. Thank you!

Review: I ordered flowers for my mother on Mother's Day. The flowers did not arrive. I called 1-800-flowers and was told that it was likely because the florists were busy. They told me they would deliver the flowers the morning of 5/** instead, but yet again the flowers did not arrive. I was told the evening of 5/** that they were out for delivery. And again, they did not arrive. Either the company was intentionally misrepresenting the status of my order, or 1-800-flowers needs to reevaluate the local businesses with whom they operate.Desired Settlement: The business has the responsibility to immediately give me a 100% refund, as well as reevaluate their local business partners to ensure that other customers do not face the same issue.,

Business

Response:

Hello,We sincerely apologize for the customer's inconvenience.We have accommodated the request for a refund of $65.97 was confirmed as being posted back to the customers account on May **.Regards,[redacted]Executive Priority Services[redacted] ###-###-####

Review: On December ** 2014, From Bagram Air Base in Afghanistan. I ordered my wife birthday flowers to be delivered on the [redacted]. There was an additional delivery charge for the flowers because the date was on a Saturday. Which I happily paid so my wife would get flowers while I was serving our country overseas. Today is * Janurary 2015, the flowers have still not arrived. I have sent two emails to the company trying to resolve the issue and have yet to recieve a response.Desired Settlement: I expect the company to refund the full amount paid considering the product was never delivered. I also expect a gift to be sent to my wife with an apology letter explaining that the company is sorry for the botched delivery.

Business

Response:

Hello,We sincerely apologize for the customer's inconvenience.I have reviewed the order and communicated via email with the customer since he is deployed.The customer placed the order online and the tracking with [redacted] notes it was a delivery exception due to the address. The street number and zip code were incorrect. The representatives tried to reach the customer via telephone to alert of delivery issue but were unsuccessful.We have offered a complimentary redelivery to the customer and have issued a full refund for $74.97 on 1/*/15 and $40 gift certificates. Please allow 3-5 business days for the refund to process, and 30 days to receive the gift certificates.The customer was provided a point of contact if he wishes to have the complimentary arrangement sent.Regards,

Review: I ordered a flower arrangement for my wife on ** July 2014 and scheduled delivery for ** July 2014. I ordered the Summer Dunes arrangement, and requested the large deluxe package. The large deluxe package added orchids to the arrangement, and took the price from $59.99 to $124.99. The flowers were delivered on time, but they did not include the orchids. I contacted the company that evening and told them about the missing flowers. I was told that a new arrangement would be sent out the next day, and I would receive a confirmation email with a $20 coupon. The next day the flowers were not delivered, and I never received an email from the company. I called back that night and was told that the reason the flowers were not included was because they had to be special ordered and would take up 4 days to receive. I believe that this was known prior the the flowers being delivered, and I should have been informed and offered a chance to cancel or change the order to the regular arrangement that cost $59.99 and refunded the additional $65.00. Instead the company sent the regular arrangement instead of the deluxe hoping that I would not notice the difference. I believe this practice is unethical and a breach of customer trust.Desired Settlement: When I talked to the company the second time I was promised a refund of the full price, and another $20 coupon. I still have not received the email with the first $20 coupon that I was promised. I would also like to receive an email from the company's management apologizing for their attempted deceit and ensuring that they will look into this matter internally. Also I would like for the Revdex.com to to document this case and try to ensure that this is not a standard practice for this company.

Business

Response:

Hello,

We sincerely apologize for the customer inconvenience.

I have contacted the customer and left a message on 7/** and 8/* but the customer has been unresponsive.

A email with an apology was sent to the customer on 8/* with the following details.

The full refund was issued on 7/** for $156.94 and 3 gift certificates were issued for $20 each. The customer was emailed each of

the gift certificate information on 8/*/14.

Regards,

Review: I purchased a gift voucher that I am unable to use online because the company consistently delivers a message every time I try to use it that the "gift card server is temporarily unavailable. Please check back in a few minutes." Every time I check back, the same message is displayed. It seems the company is intentionally trying to prevent customers from using their gift cards by failing to repair its giff card server.Desired Settlement: Full refund of the gift card that I purchased since it is unable to be used on the website.

Business

Response:

Hello [redacted],

Clearly printed in your voucher and photo you shared it states "Offers and offer codes cannot be combined or used with any other promotions offered by 1800Flowers.com and are subjected to restrictions and limitations".

Review: Floral arrangement ordered, (2-*-14) upon delivery (2-**-14) flowers dead within a day. Filed 1st complaint with customer service, (2-**-14) was advised a replacement of my choice would be sent. The delivery was never received. Filed 2nd complaint (2-**-14) was advised a credit for half the purchase price would be refunded and a replacement delivered. No replacement delivered, the credit for half the purchase price was done. Was also advised by both representatives would receive coupons for $20 off next order. Received two separate $20 coupons on 2-**-14 both expired on 2-**-14. On 2-**-14 sent letter to director of customer service, [redacted] describing the whole situation, attaching emails received, outlining phone calls received at ridiculous hours and requesting the other half of the purchase price be refunded. Never received a response.Desired Settlement: I would like the other half of the purchase price refunded to my credit card and an apology for the customer service nightmare I went through. After numerous orders being placed with this business in the past I will not being using their services in the future.

Business

Response:

Review: Two orders for flowers on Administrative Professional's Day, 04.**.2014 to our business. One was delivered, one was not (order #[redacted]). I called customer service on 4.**.2014 early morning. The response was that the local florist attempted to deliver around noon but found the business closed. We were not closed at the time and there was a receptionist present. I checked the order tracking on the website, which indicated that the delivery was attempted at 6:22pm on 4.**.2014. The local florist did deliver on 4.**.2014 and indicated they did not deliver on 4.** "because there was heavy traffic".

I filled the form on the [redacted] website to communicate this, that I believed these were just excuses which did not coincide, and that I was disappointed and required a response. I received an email indicating the flowers were delivered with no apology for the delay. I responded with some anger, indicating "Consider me a former customer." The response was "we welcome your feedback and apologize..." with no concessions or description of the discrepancy between the delivery "excuses". I feel that they did not take my complaint seriously and do not care whether they keep my business or not.Desired Settlement: A full refund for order #[redacted].

Business

Response:

Hello,

Review: Ordered flowers from 1-800-Flowers and paid for guaranteed delivery. They sent an email stating that the flowers were delivered when none were actually delivered. They're not responding to emails and phone calls. Their system refuses to take phone calls related to customer service. When trying to reach someone on their team (sales...etc.) we waited for 3 hours before ending the call.Desired Settlement: Refund on credit card with apology acknowledging neglect and investigation into their business practices.

Business

Response:

Hello,

We sincerely apologize for the customer's inconvenience.

The local designer does indicate the arrangement was not delivered due to weather /road conditions in the area.

We have been in communication with the customer and a refund was processed. The customer made the purchase with his pay pal account and the refund did not properly process back to the pay pal account. Our Corporate billing department has processed a refund for $83.73. This amount may be different from the customer's initial email confirmation since an order change made has changed the amount the customer was initial charged.

Our Corporate billing department processed the manual refund, please allow 10 0 14 days for the refund check to be processed.

Regards,

###-###-####

Review: I ordered flowers for Valentine's Day delivery 2 WEEKS!! in advance. I received a confirmation that the order was received, and wrongly assumed everything was set to go (was even told by an agent I had nothing to worry - she added in the notes to deliver by 3, GUARANTEED!). After receiving no indication they were delivered 2 PM day of, I began calling and could not get through the customer service line after 10 attempts (10 minutes or more hold each time, then simply disconnected). I then tried calling the sales line - FINALLY I was connected to a live agent (it appears this company would still accept orders from more customers to dig an even deeper hole in fulfilling existing orders). After explaining my issue, I was asked to be placed on hold to check the status. After a couple minutes, I was hung up on!! This happened twice on consecutive calls!!

This company is an absolute racket - if they are unable to fully staff customer service and uphold deliveries on the likely busiest flower delivery day of the year - THEY SHOULD NOT SELL FLOWERS!! Absolutely atrocious customer service - complete inconvenience for me on such an important day. I have NEVER encountered a company that is so utterly ignorant and non-responsive to their customers. I understand delivery problems and honestly would not be this upset if they only answered my calls as a normal company would rather than acting "too busy". I would not be surprised if the "our customer service representatives are too busy to answer your call" message received when calling was a planned approach for 1-800-Flowers to handle the tens/hundreds of thousands of complaints coming in from other customers with similar experiences. What a great way to treat customers, 1-800-FLOWERS - simply turn a blind eye and refuse to address your blatant, pathetic level of service!!Desired Settlement: I have taken note that numerous customers have similar complaints and also plan to contact the Revdex.com (via [redacted]). Unfortunately there really isn't any financial settlement I am seeking as this order was necessary for one day - I should be receiving a refund and honestly would never want to order from this company again. Amazingly this company is A+ rated - based on the reviews I have read online, they should be D+ at best. Until they can rectify their level of customer service, learn to better manage the vendors used for flower delivery, and simply get their act together, they are completely undeserving of this rating.

Business

Response:

Hello,

We sincerely apologize for the customer inconvenience.

The customer requested a morning delivery on 2/**/14 and when it was not delivered by 3:30pm on 2/**/14 he canceled his order . The customer was previously informed we could not guarantee a timed delivery request of A.M.

I have contacted the customer on 2/** & 2/** and left a message on both occasion the customer is unresponsive.

The customer received a full refund on 2/**/14 for $59.98 and a $20 gift certificate was emailed to [redacted].

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Hello,

In regards to the response received from 1-800-Flowers, contrary to what they are suggesting, I was in fact guaranteed delivery by 3PM, or I would never have ordered from them. Fortunately, I actually saved a record of the conversation with a 1-800-Flowers employee (please see the attachment). Yes, the company did contact me to apologize and offered a $20 voucher. However, based on their continued inability to fully acknowledge their terrible service on 2/**/14, I am not entirely satisfied with their response - particularly when they call me a liar in that a guarantee was never inferred. It appears this company completely failed to deliver, which was even featured on CNN (see link below)

[redacted]

I honestly have no interest in a $20 refund (which would not even come close to covering the cost of their flowers) or ever doing business with this company again. I strongly feel 1-800-FLOWERS should not be left off the hook as easily as blanket apologies for their atrocious service. I am not quite sure of how these complaints are filed, but I would certainly like to make sure this correspondence remains available for potential customers to see prior to placing any orders with 1-800-FLOWERS.

Thanks,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,

We sincerely apologize for any inconvenience.

I have contacted [redacted] on three occasion 2/**. 2/** & 2/** to discuss this matter further leaving my direct extension for a call back but the customer is unresponsive.

The customer was issued a full refund on $59.98 on 2/**/14. He was offered a complimentary replacement to his recipient in the above contact messages left and that offer is documented here as well.

In his desired settlement he is asking for no further compensation that we can provide, this complaint is amicably unresolvable.

Regards,

Review: I purchased a supposed gorgeous bouquet of flowers and beautiful vase for $84.99, $14.99 for service charge, and $9.35 tax on 2/*/14 . It was a gift for my husband to be delivered on 2/**/14. The only emails I received were a confirmation email, and 3 advertisements. I called them 5:18 pm on 2/**/14 and the call lasted 31 minutes. I spoke with a woman who I could barely understand. She put me on hold for at least 3 minutes. She eventually told me the vase wasn't available and they would get it from another local flower shop and would deliver the next day. I only wanted these to be delivered on 2/**/14 and told her that. My husband wasn't working the next day because he works 24 hours on and 48 hours off. For the high price I paid and the webpage I quote, "What to expect next?

We'll try to keep you informed about your order every step of the way. So you may receive an email with updates while your gift is being prepared for delivery, when your gift ships, and when your gift gets to its destination and delivers your smile.

When will my gift be delivered?

Normally, we deliver between 9:00 AM to 7:00 PM in the time zone where your gift is being delivered. (Deliveries to Businesses are made during normal business hours.) During peak holidays times (or if the weather doesn't cooperate), delivery times can vary. If that happens, your delivery confirmation email may not be sent on the same day the delivery is made. But don't worry, the excited thank-you phone call, the jump-up-in-the air hug, the startled look of delight - those should pretty much arrive on time.

I was very unhappy with my purchase and lack of quality on the phone. I never received a single emailed about the vase being unavailable.Desired Settlement: I hope to receive a least the value of my order or better at no cost to me. The $20 the lady offered covers only taxes and shipping at best.

Business

Response:

Good afternoon,

First, we apologize for the customer’s

inconvenience. We made contact with the

customer today (Monday, March *, 2014) and discussed her key concerns regarding

non delivery, her refund and a requested redelivery. Full credit was issued in the amount of

$109.33 on 2/**/14, in addition to a $20 savings pass toward a future

purchase. We offered redelivery via

email communication, as a further consolation to the experience which was made

on Friday, February **, 2014. In our

conversation the customer stated she appreciated the arrangement and that it

was beautiful.

We thank you for bringing this issue to

our attention, because it allowed us to opportunity to analyze the root cause

of the matter. In addition, the customer

mentioned her disappointment in the following specific areas 1) the lack of

initial contact from our customer service once delivery was not made 2) the

extended hold time when she called and 3) though polite, the customer service

representative she spoke with had a language barrier and was difficult to understand. After our conversation, the customer

confirmed she was pleased with the resolution.

Please rest assured this issue has been documented and corrective action

has been taken in an effort to prevent similar instances. Thank you.

Regards,

Their mission statement "Our mission is to deliver flowers within any budget and offering same-day flower delivery for orders placed by 2pm in the recipient's time zone." is 100% FALSE. More than 24 hours later and my order wasn't delivered and I placed it prior to 2pm. When I inquired when it would be delivered they answered between 9-5. It wasn't even going to be delivered because the florist they contracted didn't have the flowers I requested. Even though I was trying to stay on top of the order, no one from the company did anything but offer lame replies until I got them to pick the phone up and call the florist. Urgh, what a crock! Waste of time, do not order from them! Do you research. This place is horrible. Hard to get responses from help desk. Their "Happiness Team" doesn't make you happy stating our "Customer Service agents are never responsible for causing your grief". Then who neglected follow through with my order causing me grief. Sure wasn't me. Who sends reprimand emails to the ex-customer from the "Happiness Team". They really need to do some work internally with their customer service or lack of.

Please don't waste your time. They cost me two days of frustration, tears and nerves. Tons of lies, too. After I placed the order, they sure enough charged my PayPal account, but never sent confirmation. Next morning I called them and placed order again as " it is no order, maaam",,,, Well, no confirmation again. Called them another two times as it was delivery day and I told them how important was that delivery for me. Promised to deliver by 7pm. Called at 8;20 and they lied to me that Bob said that recipient wasn't home. WTH??? Finally I managed to speak to the manager and she said that local florist never replied to their "multiple emails"!!! Seriously? How about Bob and who the heck is he, she had no idea...Long story short. I ended up driving around at 10:00pm, looking for flowers and delivering them myself 40 min away from my home. It 's all after two jobs, leaving kids at home, and paying crazy amount of money and time.Came home at 12;30am, crying and frustrated...It was nightmare. NEVER AGAIN. UNRELIABLE, CARELESS LIARS. 7 days passed and my money is still not refunded! I don't understand how this business is so widely advertised! The worst business ever. I would leave 0 stars for them

Review: Yesterday I placed an order to have flowers and a balloon delivered to my daughter today at school for her 10th birthday. I could not be with her today so I wanted to send her something special at school. Much to my disappointment the delivery was not made to her school. In fact it is 6pm right now and they have not been delivered anywhere and the tracking information on their website still shows only "Order placed". I even called them at 1pm today to make sure they were going to get there and a representative told me she could not reach their florist but would contact them to get an update and make sure there were delivered. This obviously never happened. I have also messaged them twice today on their "Customer Service" page and have received NO response.

I specifically chose "school" on their options so that she would be surprised and get it while she was there. Any delivery after the fact is a complete waste of time. They can in no way now make up for missing it. The opportunity has passed.Desired Settlement: I would like a full refund credited to the card used for the purchase. The order # is [redacted]

Business

Response:

Good Morning,

We sincerely apologize for the customer

inconvenience. We made several attempts to contact via telephone and left voice

messages, however there has been no customer response to date.

Though delivery was made on Tuesday, November [redacted],

after further research, we found the driver arrived at the school at 6:00 PM

(recipient's time zone) where he left the arrangement at the front of the school. We do realize this was unacceptable, because

though our delivery times are not guaranteed, the customer rightfully indicated

the location was a school, in which the 2:30-3:00 PM delivery cut-off times are

usually honored.

We initiated contact with the customer via

telephone on Friday, November [redacted] at 1:37 PM (EST) and left a

detailed voice message, indicating we would call again to establish lines of

communication in regard to the complaint, unsatisfactory service and to offer a

possible re-delivery. Another call was

placed at 3:12 PM (EST) later the same day.

After a third unsuccessful call attempt on Saturday, November [redacted] at 2:19 PM (EST), we then sent an email to the customer apologizing and asking

for a better call back time.

As requested, we have issued a full credit of

$57.49, as well as a $20 gift certificate on Wednesday, November [redacted]. A follow up email was also sent to the

customer advising of compensation. We

have also taken corrective action with the both our local florist and our internal procedures in

an effort to prevent similar errors going forward and ensuring customer

satisfaction. We

thank you for bringing this matter to our attention and allowing us the

opportunity to resolve the issue accordingly.

Regards,