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1-800-Flowers.com

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1-800-Flowers a Bad Choice
Posted by on
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: bibibrown@1800flowers.com
Dear Babi

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
Tiffany """

############################################
FYI: I am still chatting with her and willing to help her get flowers by another company with a better understanding how to treat
customers.

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.

Thanks;

= Some of the emails I sent this too: ==========

CoreTrainers@1800flowers.com,
SchedulingAll@1800flowers.com,

hanoperations@1800flowers.com,


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:
Valentine’s Day
Birthday
Thank you
Get Well
Anniversary
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.

Thank you,

1800Flowers.com Management

Melissa Woody
HAN Communications Coordinator

#######################################################3

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,"
     
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chris513 on 2008-02-14:
is this complaint number 4? or are there more?
GothicSmurf on 2008-02-14:
Nope #4 is right, I think.
Anonymous on 2008-02-14:
It's not over till it's over.
guess on 2008-02-19:
You were hired as a seasonal employee and your upset that you were let go after the holiday? I too worked as a seasonal employee and I had a good experience working for them. You failed to mention that you were disgruntled before you even started training.
Principissa on 2008-02-19:
If you are writing this letter to a former employer you may want to take out words like bull crap, stop calling the person a liar, turn off your caps lock, stop using excessive punctuation, and capitalize the first letter of the beginning of a sentence. This letter will not be taken seriously at all. It makes you come off like a disgruntled employee, well former employee, and any semblance of a valid complaint contained in this letter will be dismissed because they will think that you are just angry and trying to start a smear campaign. Seasonal employees are just that, seasonal. Some are fortunate and get to remain employed after the season, but not many. I realize you are angry, but if you want results, rewrite this letter you are not texting your BFF, you are writing a former employer, one you may want to use as a reference later on down the road.
Thunderbunny on 2008-02-19:
.
LATOY9112 on 2008-03-02:
1-800-Flowers is the worst company in America. I went into there chat room under hanchat (hanchat2) and they look like the supervisors don't care...

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Ruined Mother's Day
Posted by on
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)

/rant!
     
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ejack053824 on 2011-05-07:
Here's my suggestion. Instead of 800-Flowers...call a local florist in your mom's and daughter-in-laws area and order directly from them. That's what I do for my mother and grandmother who live in Pinckney, MI.
spiderman2 on 2011-05-07:
I do the same thing too ejack. I call the local florist and get great service. As a bonus, it actually costs me less money to get a better arrangement than I would get through FTD and I know the florist will take great care to get the arrangement where it is going at the right time!
trmn8r on 2011-05-07:
I'm with the previous commenter. I have always contacted florists local to the recipient, and arranged over the phone for delivery and payment. These internet and 1800 florist operations inevitably put an additional layer of administration and aggravation between the parties.

As far as the refund, it is pretty standard to take several days up to 2 weeks, because of the way transactions are queued. I would wait at least a week or two to get involved with disputing the charge - there is no rush and it will just be one more thing to do.
olie on 2011-05-08:
I'm with the other posters. Clearly, you are Internet-savvy. Google your mom's and DIL's cities, and then look for florists.

Florists whose entries list an actual street address, not just a website or 800 number.

Call one of these florists directly--even if you have to pay a few cents per minute for long distance. Tell them what you're looking for, and see what they can provide.
CrazyRedHead on 2011-05-08:
Mother's day isn't ruined, at least you still have your mother. My mom'm mom passed away a couple of years ago, now she lives all alone. I'm a few states away and can't get there to see my mom. I sent her a card but no flowers and I feel bad about it, but with no job it's not easy to come up with extra money.
Nohandle on 2011-05-08:
We get this same complaint every year on special occasions. I know personally of a local florist that doesn't even answer the telephone because they already have more orders than they can handle. My gripe is why even pay the fees to belong to a national organization if you can't deliver the order, yet that is in your agreement to belong.

I order flowers directly but sometimes it isn't as easy as it sounds if a florist has not been recommended to you and you have no clue as to the type of work they provide. Back home I call the florist I want to use and they understand it best be perfect.
terps530 on 2011-05-10:
Almost the same thing just happened to us for Mothers day from them. They said they will give us a refund for the order (which still wasn't delivered as of Monday the 9th). We asked when they will be delivered then, and the guy said he didn't know, and then we find out that they cancelled the order! Furious. I am getting ready to call them up now about this.
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Mail the CEO with your complaints! I did!
Posted by on
CARLE PLACE, NEW YORK -- MAIL THE CEO WITH YOUR COMPLAINTS. I JUST DID!


April 16, 2011


Mr. Jim McCann RE: Order Confirmation W00431005191361
CEO
1800Flowers
One Old Country Road
Suite 500
Carle Place, NY 11514

Mr. McCann,

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)


     
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Alain on 2011-04-18:
Thanks for the address. It may come in handy.
Chris on 2013-01-23:
I understand there is probably a rush delivery( next day delivery) but how could you wait until the day before to order these flowers? I see your problem, but your not in a perfect world and it never will be. Good luck to you, but try to order the flowers a few days earlier to ensure delivery maybe> ?
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Wrong Flowers
Posted by on
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.

     
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Alain on 2011-09-17:
Give 1-800-Flowers corporate office (1 Old Country Rd., Ste. 500, Carle Place, NY 11514) a call at (516) 237-6000 and let them know about the problem you had with this shop.
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Another Failed Delivery
Posted by on
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.
     
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momsey on 2011-05-08:
Next time, call either your local florist or a florist in the area you are sending flowers to.
redmx3racer on 2011-05-08:
I was going to use 1-800-Flowers, but I could not find the # to call anywhere.
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Thanks 1-800-Flowers For Ruining Another Gift!
Posted by on
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!
     
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DebtorBasher on 2009-05-10:
The delivery and the condition of the flowers are not the fault of 800-flowers...if they were of poor quality, your complaint should be with the florist that sent the arrangement(s). However, it's important to let 800-flowers know about this, and let them know which florist delivered it because if they get enough complaints about a specific florist, they will stop using them. In the past, the few times I was not satisified with the arrangements I got, I let them know at 800-flowers and they sent a new arrangement and sometimes a coupon to use in the future. But they WILL work with you to try to make things right. I admit, being disappointed on a holiday and getting a replacement days later isn't the same as getting it right the first time, but at least they DO make good on it.

If you want to reach a live represtative...call 800-716-4851 and enter #2 at each prompt. You'll be able to speak with someone, instead of automative service.
DigitalCommando on 2009-05-10:
"Hi, and thank you for calling 1-800-flowers, dead flowers- press 1, missing petals - press 2, poison ivy - press 3, did your flowers contain a sprinkling of Japanese transistor radio parts? - press 4, A 1978 version of the Khama Sutra? - press 5, to be directly connected to the DB hotline press 0 now.
DebtorBasher on 2009-05-10:
LOL DC!
littlemama on 2009-05-10:
DebtorBasher:
I DID let 1800flowers know that it was the florist. I was basically told oh well who cares! I DID call to talk to someone...and sat on hold for 2 hours! And I TOTALLY disagree that they are not responsible. My husband bought through 1800FLOWERS and they then contract that job out. If it's unsatisfactory then THEY are responsible and then can take action with their subcontracting florist. And like I said the 1st time they messed up it was taken care of no problem but this time they have made me so angry that I will make sure to tell everyone NOT to use them at all!
DebtorBasher on 2009-05-10:
Thanks for clearing that up. As I said, if they get enough complaints about a specific florist, it is then their responsibility to stop using them because after all, it's their name on the products as well.
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This is why your 1-800-Flowers are so awful
Posted by on
NATIONWIDE -- 1-800-Flowers and Bloomnet.com (same company, different names to deliberately throw you off) are the worst of the worst of the worst of floral wire services. You can be assured that when you order from them, somewhere in the town you are sending your floral gift to there is a florist who is about to be taken advantage of - right after they get done picking your pocket.

This is how that wonderful company works. First, they underprice their products to attract you to their website. Next, they sell you the flowers for a cheap price and tack on a very high "service fee" which you, the customer, thinks is a deliver fee. Ha! How wrong you are. Then they add in special fees for same day delivery, timed deliveries, etc..

At this point you're feeling pretty good about your purchase. Let's say you spent $39.99 on an arrangement, plus $13.99 "service fee" and an extra $9.99 for same day delivery. Your credit card is happily charged for the entire amount and you think "hey, I just spent $63 on flowers for my girl. I know they will be so nice"

The florist in Anytown USA receives the order from 1-800-Flowers/Bloomnet.com but they only get the $39.99. The entire arrangement has to be made AND delivered for that price. The "service fee" and any extra fees do not go to the filling florist. Naw, they never even know you paid them.

But wait - there's more! The local florist will fill your order to the full $39.99 value less $7.00 which is allotted for a delivery fee. Now your arrangement, originally undervalued at $39.99 is being filled at $32.99. Sound too good to be true? Well, it gets even better. somewhere between 20 and 45 days after your flowers are delivered in Anytown, USA, the local florist will be paid approximately 70% of that original $39.99. That's right - he/she will get a big fat check for $27.99 which is to include the flowers, the vase, the accessories, the delivery fee and all of his or her overhead.

Think about it. You paid $63 for those flowers and the company who actually fills your order only gets to keep $28 of it. What happens to the rest of your money? Where does the other $35 go? Why to 1-800-Flowers, of course, to pay for that excellent customer service you never get once they get your credit card.

Want to have a better shot at getting pretty flowers for a fair price? Make sure you always order from a local florist. You'll receive full value for your order and if you have a problem with the flowers they'll do their best to fix it. To a local florist, customers are everything. To the big national wire services, customers are just numbers.

Don't believe me? Ask your local florist.
     
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madconsumer on 2008-12-28:
this is the way it is with all tlephone orders, no matter who you use, even ftd.

I have always found it better to research the internet for a local florist to call and do business with. this removes the middle man.

very helpful.
Anonymous on 2008-12-29:
You are obviously a florist...and BRAVO to you for speaking up. Consumers want 'cheap' flowers. These order-gatherers provide them. PLUS service fees. As you pointed out, the purchaser only knows they paid nearly $65 for $25 worth of flowers and bric-a-brac. The remaining $40 or so goes right into the pockets of people who have no connection to the florist beyond a telephone headset.
Anonymous on 2008-12-29:
If you are a florist and this company cuts into your profits, why do you contract with them? Sever your ties with this company and rely on your personal advertising to generate your business. I know when I want to send flowers I search online for a local business. Most of them are accommodating and will accept out of state phone orders.
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Roses? What Roses? Don't waste your $$$ with 1-800-Flowers
Posted by on
PITTSBURGH, PENNSYLVANIA -- I made the mistake of giving 1-800-Flowers a second chance, after they failed me one previous time. The previous time, the so called "roses" they sent looked like something that were dug out of the trash after the care takers got done cleaning up the headstones at a graveyard. On that order I called to complain, they were nice enough and offered to resend them, which I said OK. BIG Mistake...no better. After a few more calls, and an attempt at a third delivery I got a big 20% of my order refunded to me.

So a year passed, I was out of town on Valentines and decided, hey let me try this again. BIGGER MISTAKE. I ordered two dozen roses in a vase, with a box of chocolates. Well...the chocolats showed up, along with a stuffed animal (bear) but no roses. So I called right away, was on hold for 20 minutes on the 14th, no one ever picked up. I called again on the 15th, twice, same thing.

I finally get in touch with them this morning. And guess what, they offered me 20% of the order amount as refund. But I didn't get what I ordered??? They say, well you weren't supposed to get a stuffed animal (bear), but we sent that instead, so that replaces the value of the vase and some roses, so we can only authorize a 20% refund. His supervisor wouldn't get on the phone, she told him to relay this to me.

I then called their corporate headquarters in Carle Place, Long Island. Was put on hold, for 15 minutes, then disconnected. Never actually getting to talk to someone.

So, I'm on a one man mission to get the word out. If they refuse to give me 100% refund, well I'm going to get my satisfaction and then some by letting as many people as I know about how poor the service and products are at 1800FLOWERS. Do yourself a favor, use your local florist, and support the neighborhood small business.

Thanks

Dennis
     
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DebtorBasher on 2008-02-23:
You have to remember this...It isn't 800Flowers that actually send the flowers...they are sent by one of your local florist. If you are not happy with the flowers, the complaint needs to be address with the florist they were sent from. But also, let 800Flowers know of your disappointment and the name of the florist they came from. I am sure they have some kind of contract with these local florist and they need to know which ones are sending what 800Flowers advertise. It is their reputation on the front line and if they get enough complaints about the same florist, they would (should) cut ties from doing business with them. I've have beautiful arrangements through them (as the sender and as the receiver)and I've had some pretty pitiful ones as well...those that were disappointing were reported to 800flowers and sometimes they will send a complete new arrangement or they will credit you a percentage of the cost. Always check the card and find out the name of the florist...the arrangement I got for Valentines' day were the most beautiful blood red roses I've ever seen and they are STILL beautiful after a week...these came from a different florist than I've had before.
I do agree that a stuffed animal doesn't replace roses..what were they thinking?????
Anonymous on 2008-02-23:
Yes, Basher, but don't you think the local florist takes direct orders more serious? If the order comes through 1-800 flowers, then they aren't as accountable if the person ordering doesn't know which local florist to complain to.
DebtorBasher on 2008-02-23:
But the Florist uses their own message cards, their name is right on them...not to mention painted in three foot letters on their delivery vans. That's why they need to complaint to the local florist and report it to 800.
Anonymous on 2008-02-23:
DB, my wife just got some flowers from 1-800-FLOWERS.COM from someone thanking her for helping them out with a project. The flowers came UPS with a return address of 1-800-FLOWERS.COM. The comment card was sealed on the outside of the box and it was computer generated by 1-800-FLOWERS.COM. The box came from a wholesale grower in California. When I did a Google Earth on it the address was a large warehouse surrounded by acres of flower fields.

So 1-800-FLOWERS.COM had the flowers sent from a wholesaler under contract or 1-800-FLOWERS.COM owns the facility and fields growing the flowers.
DebtorBasher on 2008-02-23:
That's because you're Californian!
DebtorBasher on 2008-02-23:
Or...it was really from a secret admirer of her's who is keeping his real identity a secret!
Anonymous on 2008-02-23:
You don't think they send most of the flowers that way?

Just sent you a pic of where the box shipped from.
Nohandle on 2008-02-23:
An employee received a delivery Valentine's Day at the office via Fed Ex. In the box were a dozen red roses, a vase, a teddy bear, a cloth bag to put the bear in and a box of chocolates. I don't know if this was 1-800-FLOWERS.COM or not. Perhaps other services offered the same product, I don't know but the order sounds the same. Her shipment was perfect.

We've all received flowers through these services and most delivered by a local florist. The employee's delivery did not come from a local florist. What the difference in ordering is I don't know. From a local florist, yes pick up the telephone, call and complain. The sender spent a great deal of money on your arrangement and deserves what he paid for.
DebtorBasher on 2008-02-23:
NH...that's exactly what I got! The little teddy came in a little cloth bag, Harry London Truffles, dozen red roses in a red vase...they were breathtaking...but mine were from a local florist...I guess they ship anyway they can...Thanks Super...I just got your Email!
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No show on Valentine's Day - only the MOST important Flower day of the year!!!
Posted by on
UNITED STATES -- My husband ordered flowers from 1800flowers on 1/25/08 - plenty of time for them to be delivered on Valentine's Day. Needless to say the flowers did not arrive. He tried calling on 2/14 and they were not taking complaints - only new orders!?!? He called again on Friday, 2/15 and was offered a refund and 20% off the next order: Do you seriously think we'll order from you again? He was told that a manager would call us back - no one ever called. We called on Monday and were treated very badly by reps (Sarah # 2199 & Erica #6912). They were curt and unapologetic. They wrote inaccurate notes on our order profile and accused us of not cooperating with 800's assumption of what 100% satisfaction actually means. I am sorry, but I do NOT need you to give me 20% of my next purchase!

Since I will never order from the, again, 20% off is fruitless. We are asking that you refund the difference paid for the flowers he had to rush out and buy that day. The difference was $68.05 ($61.95 - 130 = 68.05 refund in addition to the 61.95 for a total of $130.00). The flowers arrived on Friday, 2/15. I was out of the office that day, on vacation, and the flowers sat outside of water and died over the long weekend. To add insult to injury, I came into the office on Tuesday to find a box of dead flowers sitting at my desk! In sum, he had to rush to a flower shop on Valentine's day and pay $130 for 12 roses (1800flowers confirmed 18).

I sat at my office surrounded by 4 women who received flowers and I was the only one who didn't. I was quite devastated since I always get flowers on special occasions. I went home extremely upset that afternoon. In the end we have spent about 2.5 hours on hold with 800's representatives and have gotten nowhere - except the clear notion that 800 does NOT value their customers! In addition to providing unacceptible customer service, 1800Flowers also silences their customers by inactivating the wistler blower systems and not allowing their customers to openly vent their complaints. What a shame!

For such a huge company who's soul existence is to provide joy to it's customers to have such low scruples! I have filed a complaint with consumer affairs, ripoffreport, BBB and will continue to write bad reviews and give negative feedback. Alas I have also contacted my company's corporate activities department and asked them to take 1800flowers off our site as a preferred vendor - regardless of the discount!
     
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Principissa on 2008-02-19:
You're entitled to a refund for the ones he bought from 1-800-Flowers, but not for the ones he got from the store. That's unreasonable. And it's not going to happen. Time to move on. If you're this upset over something as petty as a bouquet of flowers, I'd hate to see you when you can't return something at Target without a receipt.
bargod on 2008-02-19:
Good comment Pricipissa. I always use Flora2000. Never had any problems with them.
Suusan B. on 2008-02-19:
Excellent comments, Principissa.
One-Eyed Willie on 2008-02-19:
I ordered from them once and had difficulty. It was in June so there was no major holiday I had to compete with. I sent them to my wife who works at a hospital and I specifically said she worked at the hospital so they could look her up and not think she was a patient. She called me when she left work late in the day and she had not received the flowers. I called and they said the hospital would not accept them. What hospital (other than the ICU) does not accept flowers? They had no answer when I asked why I did not receive a call when they could not deliver them. Since I pretty much caught them in a lie, they ended up sending a driver about 15 miles to deliver them at my house.
jeaxpea on 2008-02-19:
Principissa - I am over the whole flower thing - I got a beautiful bouquet of red roses that were absolutely stunning. I also got dinner and cirque d soleil - so pls make no mistake about it, I am not jaded by my wonderful v-day. I am, however, upset over 800s lack of consideration for their customers. What I am upset about is the treatment we received when we called "customer care". As a quality improvement consultant, I believe there is definite room for improvement. I am not posting as a boo hoo hoo I am a flowerless victim. I want consumers to know that at the end of the day they do NOT honor their 100% satisfaction guarantee. Believe you me, I will NEVER purchase flowers from 800, nor will I give them as an option if people ask. I have been a long standing customer, but they have lost my business.
hello dolly on 2008-02-19:
Providing exceptional flowers and gifts, and superior customer service is important to all of us at 1-800-FLOWERS.COM. We guarantee the freshness of our flowers for 7 days. If there's something we've done and you're not completely satisfied with your order, we'll redeliver, refund, credit or offer a comparable exchange if the original product is not available.

It seems they went above and beyond their published guarantee and offered you an additional incentive to keep your business with them. The fact that you were told no does mean the customer reps were rude or uncaring .. possibly they ran out of ways to get you to understand NO.






hello dolly on 2008-02-19:
By the way any reason why the other women who got flowers when you didn't could not put your flowers in water instead of letting them sit over the weekend to dry out?
jeaxpea on 2008-02-20:
The roses were in a box and they didn't want to open them.

On the superior CS comment - I don't think so. All of the people I spoke to didn't give a HOOT about the service they were providing! As a matter of fact, one CSR wrote inaccurate note on our order and when I attempted to correct the other CSR, she said I was wrong bcz this is what she saw in her notes. I have never heard of such treatment. Let me tell you, if I ever received a customer complaint on my business line, I would get fired for talking to a member the way they spoke to me and my husband. By reading these board and reviews, I see this is standard protocol for them.
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1-800-No-Flowers On Valentine's Day
Posted by on
NEW YORK, NEW YORK -- Last year I ordered a dozen long-stemmed roses for delivery to my wife's office in midtown Manhattan from FTD and they were delivered a day early. When I inquired, they unapologetically stated that it was due to the possibility of inclement weather. So FTD was promptly removed from my Rolodex.

This year I ordered the same flowers from 1-800-FLOWERS hoping for a better result. Not a chance.

First, the confirmation email indicated erroneously that "flexible delivery" was selected. When I undertook efforts to verify that I wanted the delivery on Valentine's Day and NOT before NOR after, they denied any indication of "flexible delivery."

Problem is no flowers ever arrived. Valentine's Day came and went. No flowers delivered. No call to explain the situation. Efforts to track the order were fruitless. Attempts to speak to an actual person -- denied due to unusually high volumes.

This is really a shame that in the year 2008, with all the technological advancements and capabilities, nobody can seem to deliver Valentine's Day flowers on Valentine's Day.

More to the point, what's my remedy? They will probably offer me a refund but how does that make me or my valentine whole? It is disappointing that there is no real remedy short of a class-action suit or a massive boycott to send a message to these companies that customer service matters.

Next year, I will probably deliver them myself.
     
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StraightShooter on 2008-02-14:
Yep, the same outfit screwed me on Mothers Day many years ago. First and last time I dealt with them.
GothicSmurf on 2008-02-14:
Complaint two.
redebord on 2008-02-14:
I am in the same exact boat. Order them early last week. Everyone else at my girlfriends workplace got flowers except her. HAving the same communication problems with them. I think a good class action suit might be effective at getting your money back...
Resolution for next year..support your local businesses. Find a local florist and call him/her up and set it up yourself. At least you have a person to contact when it goes wrong and you won't be feeding the corporate machine. I am off to try to patch what is left of my Valentines day. Cheers...
JasonB824 on 2008-02-15:
Same thing happened to me. I ordered Feb. 6, said it was going to a business. The woman delivering, calls after 5 to my girlfriend then saying she will bring it to her apt. Flowers never received. I got a delivery confirmation email last night though! Customer service doesn't put me on hold and keeps hanging up. I will be filing a complaint with the Better Business Bureau and may call my credit card company to see what they can do about the payment since customer service won't pick up.
JasonB824 on 2008-02-15:
if we could gather enough, I think a class action would be warranted
Angryguy on 2008-02-20:
Here's the real kicker. Unable to get any response online or by telephoning 1-(800)-FLOWERS, I called their corporate offices. I spoke with a sales representative that seemed genuinely apologetic and offered to personally call my wife to apologize. I indicated that an apology from Jane Doe, sales rep. was unnecessary and frankly would not adequately make up for their blunder.

We then reached an agreement whereby they would deliver the dozen roses I had ordered for Valentine's Day and throw in an additional dozen at no extra charge. This was to be delivered promptly that same day (the day after Valentine's Day).

Sounds reasonable, right? WRONG AGAIN... ABSOLUTELY NOTHING WAS EVER DELIVERED. ZIP. ZERO. NADA. Simply inexcusable and wholly outrageous.

As of this posting, it has been six days since Valentine's Day and still nothing has been delievered and no resolution has been achieved. Their attempt to rectify the situation was yet another misrepresentation.

Have these folks no shame?? How do they get away with this kind of behavior and still stay in business?? I am definitely sticking with a LOCAL FLORIST for my future floral needs.

This is NOT over. NOT by a long shot. Stay tuned for more.
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