I have to let people know a little inside of 1800Flowers. I was hired to work for them (FROM HOME) a couple weeks ago. This basically sums up the letter I sent to the company telling them how I felt. Please note I have seen lots of customers complaining about service failure (Product not showing up) and all 1800F says is "Sorry" and don't care:
### THIS IS A EMAIL I SENT TO ONE OF THE BIG PEOPLE @ 1800 FLOWERS BECAUSE OF HOW THEY TREAT EMPLOYEES ####
Email sent to: email@example.com
as you can see I am sending (copying this to everyone who I have Worked with). Right now I have no words to say to you how you acted on the phone to me yesterday. When I called you it seemed as if you were one of those top executives sitting at your desk not caring about me, my issues or anything like that. I told you I had something planned tomorrow (FRIDAY 2/15) and you would say it would Go against me and my performance. REALLY???? Today after having problems I was informed at 3:00PM that you sent a mass email in all the "GROUPS" saying we are all no longer needed and we were done at 1:00PM today; Is that why I worked till 3:00PM ????
You also said out schedules from this day forward are NOT VALID ANYMORE: (* I FOUND THIS OUT AT 3:00PM FROM A MANAGER WITH YOUR COMPANY WHO HAD RESPECT TO TELL ME) Oh does this mean you guys have to pay us because we were scheduled to work tomorrow?? What do you think we should just drop everything for your company? and then get a nice letter saying were terminated? I believe this is totally bullcrap. Many of us were lied too when we were hired, According to you yesterday this wasn't the cast that all of us were told we would be seasonal only as needed: We were promised Two weeks of work at least (WITH THE CHANCES OF BECOMING FULL TIME) but I guess that turned out to be a complete and total Lie. You said that wasn't correct?? Is that the case then why not tell everyone who I have spoken with. BABI, I BELIEVE YOUR A Complete LIAR! I know this is probably going to get me terminated but honestly right now if I am so let it be; I can find a better company to work for without any problems. Everyday I made sure my stats were impressive and made sure I provided world class service. Some of my customers I went beyond with; I helped someone ship to another country where you guys didn't. She sent me a nice email as you can see below:
* FROM TIFFANY A CUSTOMER I HELPED ****
Subject: Re: Flowers to Kosovo (Serbia)
thank you solo much for being so thoughtful and determined to help me!!! I
really appreciate all of your help, and I know you will be paid forward!!
God bless you
FYI: I am still chatting with her and willing to help her get flowers by another company with a better understanding how to treat
I have some other feedback from people saying I went beyond what anyone else has done for them. Why did I do this because I CARE ABOUT CUSTOMERS? Today I got so many calls with people saying there order wasn't delivered (From yesterday), the flowers arrived dead etc. They all wanted customer service; I personally dialed the number to get someone but it says calls can't be completed: OH THEN YOU TURN AROUND AND GET RID OF US ALL... All your company cares about is sending us MASS Emil's saying to "SELL SELL THE MOST EXPENSIVE THING" and then turn around and treat us like CRAP. I sent in a correction with my hours; if I am not paid correctly I am going to the Department of Hour/Wages for Fraud on your part. I know the hours I worked but Never got a responds back - gees wonder why maybe you're behind all of the mess ups. I am so glad I have work lined up tomorrow; I am so glad I had this lined up when I got My scheduled with 1-800-Flowers because I knew this job couldn't last especially how YOU TREATED US!!!!!! I CANNOT SAY ANY OTHER PERSON TREATED AS SLAVES LIKE YOU
DID. Your the one that needs an Attitude adjustment, maybe you need to get your head out of your rear and stop smoking Crack!
OH YEAH VALARIE (WHO WAS IN MY CLASS BROUGHT IT TO THE ATTENTION OF MANY OF YOU) that here Email address was NOT CORRECTED. YOU NEVER HAD THE RESPECT TO CHANGE IT. I TOLD YOU THIS ONE WASN'T GOING TO BE ACTIVE I GOT IT CHANGED BUT STILL RECVING STUFF FROM IT - AGAIN MAYBE YOUR ON A LITTLE TOO MUCH CRACK AND DON'T CARE ABOUT US??
If you have any questions please let me know.
= Some of the emails I sent this too:
There chat rooms they use (AOL CHAT)
hangarden (Main Chat for help etc)
Hanteam1 (to) hanteam7
( I was told by someone I know they have been using these rooms also )
sssteam1 -(to)- Unknown
Would I work for them again?
Yeah because I liked customers. I didn't like the fact they treated us so poorly and many customers had some issues with 1800Flowers. I was one of them willing to do something about it.
SO THINK YOU CAN GET AWAY WITH SPENDING LESS MONEY WITH 1800 FLOWERS
HERE IS EMAIL I RECEIVED TELLING US WE HAVE TO SELL THE MOST EXPENSIVE ITEMS:
Important Policy Change effective NOW! Survival Guide is Mandatory!!!
Over the past few weeks we have advised everyone to utilize the survival guide located on the intranet when offering products to your customers. We have now incorporated the survival guide as selling policy. The survival guide is not optional, it is MANDATORY for everyone. (Yes, this means you!)
At the start of your shift, you MUST pull up the survival guide. Where can it be found?
Go to the intranet, select SURVIVAL GUIDE from the purple menu on the left.
*Hint refresh this page through your shift for the most up-to-date products. These selections may change through the course of your shift.
** The flow of your call should be as follows:
1. Follow welcome screen entering occasion code and recipient zip code
2. If the occasion is one of the selected occasions (shown below) you MUST offer the first product on survival guide for that occasion .
Be sure to ask, "How does that sound?" after each offer you make. (Never offer the next item without first asking, "How does that sound?")
**Read the scripts provided to ensure you are giving the customer a complete understanding of the item.
** Please DO NOT read all the items at one time, as this is confusing for the customer.
** The dimensions on the guide are for your information only and are not part of the script, they should not be read to the customer. You may respond to their questions on size with the dimensions that are noted.
** Be sure to state that the items/components may vary.
You will need to offer items from the survival guide for these categories only:
Sympathy for the Home
Remember you are the specialist and our customers rely on YOU to offer appropriate products.
If a customer states specifically they are looking for an item, you should follow their lead. F11 is still our friend!! We will have customers that do not want anything on the survival guide or that may already have a product in mind. If an item is not covered by a category please refer to F11.
If it has been observed that an agent is not using the survival guide (determined by test call/service observance call) the agent will be placed on a performance action plan.
If we conduct a test call/service observance call and the agent passes, we will add 5 funbucks to your account!
We encourage all of you to speak with your DCM if you need coaching in this area. If you would like additional suggestions on how to offer these products please check with the HD staff.
HAN Communications Coordinator
BASICALLY THIS POST HAS BEEN PUT HERE TO TELL PEOPLE MY OPINION OF 1800 FLOWERS AND HOW THEY TREAT EMPLOYEES + CUSTOMERS. IF A CUSTOMERS ORDER DOESN'T ARRIVE THEY BELIEVE IN JUST "giving them a future coupon to use - not refunding the money or anything else,"
CARLE PLACE, NEW YORK -- Figuring there might be problems with deliveries on Mother's Day (5/8/11), I thought I'd try to get ahead of the rush. On May 5, 2011 I placed an order with 1800Flowers.com for two identical items one going to my mother and one to my daughter-in-law. Both of these individuals live in the same county, in the same state. The order confirmation I received at 10:05 AM indicated normal delivery hours were 9 AM to 7 PM - I figured great, that gives them roughly 9 hours - shouldn't be any problem getting them delivered.
I got a delivery confirmation for one of the orders later that night (5/5) but nothing regarding the second order. The next day (5/6) I used the 'Track Orders' option on the 1800Flowers.com website and saw there wasn't delivery information for order number two. I noticed a note on the webpage that indicated sometimes the independent florists do not notify them quickly so there could be a delay in the information shown. Fair Enough.
I called the 1800Flowers.com customer service number at 11 AM and spoke to Kayla in customer service. After being on hold for 10 minutes, Kayla came back online and told me they could not get in touch with the florist to either confirm delivery or let me know the order hadn't been delivered. I explained to Kayla how frustrating this was and now the only thing I could do was contact either my son or daughter-in-law to find out if delivery was made.
I contacted my son and he let me know there had been no delivery as of 1:30 PM on 5/6. I sent an email to customer service via their 'Contact Us' page and explained all the details and posted a 'not-so-nice' comment on their Facebook page. Someone named Tina Flowers with the company sent me a private message on Facebook asking for the details and said she would try to help me. After some back and forth she apologized and said delivery would happen Saturday (5/7) and they would give me a 50% credit for the delivery - not great but...okay. The flowers would get thereby Mother's Day at least. She could not tell me A) Why the flowers were not delivered on 5/5 or B) Why the flowers were not going to be delivered that day (5/6).
Later that evening I received an email from a Michael Hinds with 1800Flowers.com customer service who apologized (so that's 3 people telling me how sorry they are but no resolution....) and that the florist had been contacted and delivery WOULD happen on Saturday 5/7.
Guess what?!?! As of 8:45 PM on 5/7 - there's NO FLOWERS! I immediately called customer service and got another Michael who was, not surprisingly, the 4th person to apologize and put me on hold to check on the order.
When he came back online, he informed me again that he was sorry for the inconvenience and proceeded to tell me the delivery would be scheduled for TUESDAY, MAY 10TH! Almost 1 WEEK after the original SAME-DAY delivery order was placed on MAY 5TH!!
By this time I am furious and tell him this is unacceptable and to just cancel the order and refund the charge. He says he understands and can cancel the order and I "should" NOT WILL but "should" see a credit in 5-7 business days. Really? REALLY?? When the order was placed on 5/5, my card was hit on 5/5 for the order and NOW he's saying it "should" be refunded in over a week???
Moral of the story is, I will NEVER use this company again and I will make sure my family, friends and colleagues understand just what type of service 1800Flowers.com provides. I'll be spending my Mother's Day disputing the charge...joy! (sarcasm)
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 waits and waits Nothing comes. She feels her children have forgotten her birthday. Her heart is broken.
That is exactly what just happened (again!) this week.
Can't relate to an elderly mother? How angry would be feel if you personally ordered flowers for your wife on Valentine's 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 don't 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) "tracking" page your company sends out.
The tracking page states the order status as "Delivery on Truck", 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 florist's info for me to personally contact. They NEVER EVEN ADDRESSED THE ISSUE OF NON-DELIVERY! Is that what your company considers "customer service"? (I've 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 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 "service" 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.
Let's sum this up
I ordered the flowers at about 11:00am (CST) on Thursday for a Friday Delivery.
By Friday afternoon at 3:19pm (CST), the status stated "Delivery on Truck"
Friday came and went NO DELIVERY
Saturday morning 9:00am (CST) I speak with a "customer service" 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
I emailed customer service, and nothing about the order was even addressed just the protection of the florist's identity and the canned, scripted email I've attached.
I called at around 11:30am (CST) and was now told they would be thereby 3:00pm, which was now, too late.
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 don't care at all about the "refund" 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 "1800Flowers suck", you will see countless opinion boards with stories of this happening daily! And each story affected someone's feelings. Are you even aware of how many "customers" 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 people's 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)
I had ordered flowers from the 1-800-FLOWERS website on July 13, 2011 for the funeral of my husband's grandmother.
Though I was limited in time, I was careful to look at all the arrangements to find the right one for her personality and to express my husband's love for her memory and deliberately did not choose anything under the "Sympathy" category. I chose their "Classic Elegance" arrangement because it did not look like a typical funeral basket, but more like someone gathered flowers from their garden AND the predominant color was pink, her favorite. Also, because the only viewing would only be 3 hours, I wanted the white basket it came in to be something my mother-in-law could take home later that day and have to keep.
When we arrived at the funeral home, I was stunned to see the arrangement that was delivered was a typical funeral basket. The flowers were all green--NO pink, or any other color, for that matter. And, they were in a plastic bucket, not the white basket shown in the picture. I understand that sometimes substitutions are necessary in flower types. That would have been fine. I am disappointed that the arrangement was nothing even similar to the "Classic Elegance" picture. Instead of taking the time to choose what my husband would have wanted for his grandmother, I could have simply said pick anything you feel like making and send it, because I feel that is what the florist did.
When I made my disappointment known on their Customer Service site I requested that a representative reach me at the phone number I provided, explaining that I usually have no access to a computer. No one ever called me, but when I finally did get on-line again I found an E-Mail telling me they would give me 5% off my next order. I did not get what I paid for. If they had called like I requested and offered me at least a 50% refund I would have been satisfied and given them another chance. But, five percent.
And, while it is a minor issue, I did not know there was a handling fee or shipping service charge until after the on-order was finalized. In the end, I really didn't save anything because the same "Classic Elegance" arrangement was available through a local florist's website at the same price I ended up paying after adding everything together. In fact, the insulting 5% on my next order wouldn't even cover those charges. There will never be another order from me or anyone else who was at the funeral. And, I have been telling everyone I can not to use them.
My husband buys me flowers on a regular basis and has used 1800FLOWERS. COM for several years. It had always been a great experience UNTIL 2-14-09. He'd ordered me roses and a box of chocolate. I had been out all day and when I got home there the flowers were leaning against the door where they had been for several hrs in the cold. They were wilting and turning brown AND there was NO chocolates. I called to get it taken care of and the guy was really nice and handled it immediately (full refund & $20 GC) But then I was wary of them.
So for Mothers Day a friend sent me an arrangement (I got it 5-7-09) Some flowers looked good others were turning brown. THEN my husband again sends me an arrangement (5-9-09) and b/c of the last time not getting everything I checked his confirmation email.....only to find that they sent a totally different arrangement that cost a lot less! I spent over 1 1/2 hrs on hold, got disconnected and had to wait again!, talked to 3 people who couldn't care less and who tried to say they'd call me back instead of dealing with the issue and then offered 5% back...which did NOT cover the price difference!
And to top it off most of the flowers were wilted and the ones that weren't were roses that were only the circumference of a little bigger than a quarter! PLUS what they listed on the sheet I signed when they dropped it off STILL wasn't what I received! They had substituted cheaper flowers and left out the really nice ones! Thanks 1800flowers.com for screwing up 2 holidays worth of gifts from my husband!
Oh and how they resolve this one...I can have a redelivery & give them the crap ones back but do I have confidence these will be better? Hell no! And after going through all of this they took a nice gesture from my husband and turn it into something I will look back on with anger. I will now and forever tell anyone and everyone I know to stay away from this company!
NEW YORK, NEW YORK -- I received a passcode for $20 off next order for 1-800 Flowers. I tried to use it four times on the website and the code was invalid. I called about the problem four times and put on hold four times. I spoke to two people who could not help me. After 1 hour, I finally spoke to a person who could place the order by phone. Very poor service will not use 1-800 Flowers in the future.
I have had my third horrible experience with this company and I honestly think it may be the worst I have ever dealt with. Today was the second time I have ordered flowers and the order was canceled when it was too late for me to place an order with a different company. The order was accepted and there was plenty of time to notify me if it could not be fulfilled. Instead, they waited until it was too late and completely ruined the experience. I ordered flowers the same day with Proflowers for a different recipient because the 1800 Flowers said they could not cover that area and she received them on time. It is inexcusable to accept an order, have a customer rely on your acceptance and then not communicate with the customer until it is too late to rectify the situation. The last time I used this company the flowers were the worst I have ever seen delivered. I will never use this company again and will certainly tell everyone I know how horrible the service has been.
I ordered flowers for a friend who had recently gotten into an automobile accident and was admitted into the hospital's trauma unit. The flowers appeared exactly as depicted, and I received prompt e-mail updates regarding the status of my order (order received/order being prepared/order delivered).
I was even a bit worried since she had been moved to a different location in the hospital not long after placing my order, and the flowers were scheduled for next-day delivery. Fortunately, they made it to her updated location without an issue (the florist had called the hospital to verify the information I submitted with the order, which is when they realized that her room number had been changed).
All in all, pretty good service on this end!
I ordered flowers for my girlfriend in Upstate NY for the Friday prior to Valentine's Day. The flowers didn't show up. I sent 1-800-Flowers a message via their website to complain. They encouraged me to call them to seek resolution. I did this, even though I am based outside the US and could therefore not take advantage of their free 1-800 number. The first time, the operator cut me off after about 15 minutes. Her key aim seemed to be to get money out of me, and I didn't think this reasonable under the circumstances.. so I guess she decided to hang up on me! The second time a new operator claimed her computer had frozen. The third operator transferred me to another department and I was then kept on hold for ten minutes. At which point I gave up. Awful experience. I emailed again to point out that I had no success with calling their customer service: no response so far received. No flowers. Nothing. Shocking.
I specifically chose a fruit basket listed under the "Same Day Delivery" from 1-800-Flowers.com, and ordered it before 7 A.M. However, not only did the intended recipient not receive the delivery as guaranteed -- and for which I paid nearly $90 -- I did not hear from the company's customer service department until three days after my complaint was launched.
On the fourth day the customer service department, via email, offered to resend the item and give me a 20% discount on my NEXT order. No thanks. Instead, I asked for an upgraded fruit basket with wine be sent, even though the birthday occasion is long past. I certainly don't appreciate receiving a 20% discount on a FUTURE order when it was THIS ONE that was so egregiously ruined.
The customer service department ignored my upgrade request and thus, I am posting this for your awareness. I don't ever intend to use 1-800-FLOWERS again and recommend you take this into consideration before doing so yourself.