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 (**). 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 unacceptable customer service, 1800Flowers also silences their customers by inactivating the whistleblower 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, Ripoff Report, 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!
I wish I would have found the many reviews BEFORE I ordered. Placed an order Dec. 20th for delivery on the 26th for my grandfather's 93rd birthday. I expected to pay more for delivery this time of year (I had an option for delivery on 12-24 for 12.99) but wanted them delivered on his birthday so I shelled out over 20.00 for delivery. My order wasn't even for a plant it was a stuffed dog. The dog was 24.99.
They promised delivery on the 26th even said so in my confirmation email. This email also included a tracking number which I used to see that my order would not get there until the 27th and this was a full 4 days before my requested delivery date. So I called UPS and they told me where my order was shipped from and that 1800Flowers sent it via ground for 8.54. Remember they charged me over 21.00 I was able to use the UPS delivery calculator to see that an item shipped ground on the day they sent it would not be delivered until the 27th (My point being that 1800Flowers also had access to this information before the order was sent).
There was a delivery option for 16.10 that would have gotten my order to my grandfather in time and 1800Flowers still would have made money on my delivery charges. My package sat in a distribution center from the 22nd until the 26th.
Their customer service is a waste of time. They offered me 15% off my next order... Ha what next order? Customer service reads you a litany of excuses from a standard list. If the first excuse doesn't apply they go to the next one. I know this from reading other complaints on the net. If you order from them you're on your own. They are in the business of getting items to people for special occasions which happen on exact dates. They took my money and lied to me. I have documented proof of this and have filed a complaint with the BBB. Please do yourself a favor and use a local florist.
MADISONVILLE, KENTUCKY -- My mother-in-law had surgery yesterday and my husband and I decided on flowers to cheer her up. We weren't sure about a local florist because my in-laws had just moved to their new house about 3 weeks ago and are still a little unsure of the area themselves.
My father-in-law suggested we go to 1-800Flowers.com and get something from there. So we did and found a really cute arrangement with a teddy bear. Since she had arm surgery and the little bear had its arm in a sling it was a total no brainer that we would want that particular arrangement. We set up delivery for today after 2:00 P.M. when she would be out of the hospital and home and all was going smoothly until this morning.
At around 10:47 A.M. I get a phone call from ** at 1-800Flowers telling me there was a problem with the teddy bear for my order and that they did not have the exact bear that was listed online. I said fine, what bear do you have, they told me all they had was a bereavement bear.
I thought I was going to have a coronary! I basically told **, for the love of everything please tell me you did not send my mother-in-law, who already thinks of me as the evil witch who stole her son a bereavement arrangement! What he said was that he would immediately cancel that delivery until I called back their 1-800-wait forever-to-talk-to-someone number and we worked it out. So I said fine I will call back as soon as we get home.
I call back and spoke to **, who was very sweet and tried his best to help me out. He explained to me what the problem was and instead of having me call back or wait on hold we did a three way conference with the florist. It turns out my dear friend **, the one who called earlier said that I agreed to send a bereavement bear since they had run out of the get well teddy bear. I told ** I said nothing of the sort and that I thought it was seriously inappropriate and unprofessional that he took it upon himself to change my order for me without my consent. What it finally boiled down to is that they ran out of one bear and are now substituting with just a plain brown bear.
What they need to do is make a note on their site that this bear is currently out of stock. ** told me that they haven't had that particular bear available since last May. Why is it still for sale then? Lesson learned, from now on I'll stick to my Vermont Teddy Bears and Yankee Candles. I do commend ** for doing all he did to help me. And for refunding half my money since we didn't get the arrangement we wanted. Promote him, trust me, you don't want to lose him.
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.
On February 12th I called 1-800-FLOWERS to purchase a half dozen roses, a bear and a box of chocolates for my girlfriend in Alaska. I placed the order, paid $100.64 for it and everything seemed to be going fine. Valentine's Day came and the gifts were not delivered. 1-800-FLOWERS called my girlfriend the evening of the 14th to inform her, instead of calling me, that the florist had gotten her phone number wrong and that was why her flowers had not been delivered. The representative stated that the delivery would arrive shortly.
February 15th came. Still no delivery. I called 1-800-FLOWERS, once again, to find out why the hell her flowers had not been delivered. They told me that it was the fault of the florist and that they would check into it and call me back. I never received a phone call. Her flowers were delivered at almost noon on the 15th.
Now, every time I call them no one will even speak to me and their automated service is designed to hang up on you if all of their customer service representatives are busy. I am very dissatisfied with the service that was provided to me. 1-800-FLOWERS is not the type of company that I would ever recommend. It wouldn't have been so bad if they would only have talked to me about the mistake. It was, however, their mistake.
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 1800Flowers 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.
I placed an $250 worth of flowers today to several different addresses. The first confirmation email I received was for the flowers sent to my wife to delivered to my home. As soon as I checked for the flowers they weren't there. This is the second time 1-800-flowers screwed up a delivery for me. I've definitely learned my lesson. I've been on hold twice now for over 30 minutes and hung up on twice trying to get to someone for help. I find it very interesting that after I've spent my money I keep finding myself in the back of the line!