Mail the CEO with your complaints! I did!
CARLE PLACE, NEW YORK -- MAIL THE CEO WITH YOUR COMPLAINTS. I JUST DID!
April 16, 2011
Mr. Jim McCann RE: Order Confirmation W00431005191361
One Old Country Road
Carle Place, NY 11514
Picture this. Your 81 year old mother sits home alone on her birthday in anticipation of the flowers her children send her annually. She waits all day. And waitsâ¦ and waitsâ¦ Nothing comes. She feels her children have forgotten her birthday. Her heart is broken.
That is exactly what just happened (again!) this week.
Canât relate to an elderly mother? How angry would be feel if you personally ordered flowers for your wife on Valentineâs Day and nothing showed until 2-3 days later? How would she feel? This is what happens when your company cannot deliver what it promises.
I know as a company reaching a billion dollars in revenues, you probably donât care about this situation, but rather revenues, profitability and shareholder satisfaction. But I do, so please read on.
In order to assure our mother would receive her flowers ON her birthday, I ordered them the morning of 4/14/2011, for a delivery on 4/15/2011, as you will see from my confirmation and the (useless and erroneous) âtrackingâ page your company sends out.
The tracking page states the order status as âDelivery on Truckâ, which was a blatant lie. I called this morning, 4/16/2011 at 9:00am and asked if the representative could contact the florist, as your policy prohibits your customer from actually speaking to them.
I was placed on hold for roughly ten minutes, and when the representative came back on, I was told the flowers would be delivered by noon today, a day AFTER her birthday and the order delivery date. AGAIN, THEY WERE NOT!
I emailed your customer service dept and explained this situation, and basically, the only response was that they could not give out the floristâs info for me to personally contact. They NEVER EVEN ADDRESSED THE ISSUE OF NON-DELIVERY! Is that what your company considers âcustomer serviceâ? (Iâve included this ridiculous correspondence as well.)
I called, yet again, at noon and spoke with another rep, who told me he is seeing the delivery date as 4/16/2011 â again, erroneous by all counts, as the enclosed documentation states. The earlier representative must have changed the delivery date.
Either way, I asked the second customer âserviceâ representative to call the florist again, to verify that they were at least in route. When the representative came back on, I was now told they could have them delivered by 3:00pm.
Letâs sum this up â
â¢I ordered the flowers at about 11:00am (CST) on Thursday for a Friday Delivery.
â¢By Friday afternoon at 3:19pm (CST), the status stated âDelivery on Truckâ
â¢Friday came and went â NO DELIVERY
â¢Saturday morning 9:00am (CST) I speak with a âcustomer serviceâ representative who tells me the order, albeit already a day late, will be delivered by noon. My mother would not be home after 12:30, as I explained to the fist representative
â¢I emailed customer service, and nothing about the order was even addressed â just the protection of the floristâs identity and the canned, scripted email Iâve attached.
â¢I called at around 11:30am (CST) and was now told they would be thereby 3:00pm, which was now, too late.
â¢Furious at how inept your system, process and communication (or lack of) is, I canceled the order.
Do you see how absolutely ridiculous the process is? Do you have enough heart, compassion and understanding to realize how missed dates of your product deliveries effect loved ones?
I have ordered from your company for many, many years, but this was the last straw. I donât care at all about the ârefundâ that was supposed to placate me. I care about the emotions of my elderly mother.
Again, I doubt you even care about this, but if you Google â1800Flowers suckâ, you will see countless opinion boards with stories of this happening daily! And each story affected someoneâs feelings. Are you even aware of how many âcustomersâ feel this way?
Your business practice is an absolute shame, and I just had to share my experience and opinions with you.
Enjoy your wealth and success, Mr. McCann. But know that while you may get it right once and a while, you are doing it very wrong way too often, and it affects peopleâs feelings and relationships, which I truly doubt is any concern for you or things would be much, much different.
Disappointed beyond belief,
(Name and Signature)