My boyfriend's mom was in the hospital getting a hip replacement. I ordered the flowers the day of the surgery (Tuesday) and requested they be delivered the next day (Wednesday) to avoid any complications in case she was still in surgery when they tried to deliver them. I got a call Tuesday night informing me they had tried to deliver them but she had checked out. So I called the hospital and got her room number and called the flower company back so they could deliver them. I didn't hear anything again after this.
No delivery confirmation or anything. His mom is the kind of person who would at least mention something or say thank you so I began to get a little worried. We had a long weekend off from school so my boyfriend went home on Friday night to visit his mom. She had gotten out of the hospital early but I was informed she never received the flowers. I emailed customer service and asked for an explanation.
A woman called my house and told me they had kept calling the hospital and every time the hospital said she had checked out. I had given them the room number so there was absolutely no need for them to be calling the hospital and I knew she was clearly in the hospital so there was a hugeeee lack of effort on their part. Also, you would think if the hospital actually told me she had checked out they would call me and say something! But no. They had intended to just forget about my order and keep the money.
While on the phone with the lady, I asked if I could just cancel the order altogether as it was now Saturday, she was out of the hospital and their policy was flowers the same day or the next day. Amazingly, right after I said this, the woman and I were disconnected. Don't get me wrong, she had a terrible connection. It was hard to hear her in the first place because everything was fuzzy but she didn't even call me back!!!!
At this point I had no idea what was happening with my order so I waited till Sunday to see if they'd call back. They didn't. Sunday I sent them a follow up email explaining that I'd been disconnected and just wanted to follow up and make sure my order was cancelled. They responded saying they could cancel the order or they would be willing to upgrade the flowers from a medium bouquet to a large one and write a formal apology to my boyfriend's mom explaining what had happened and deliver them to her home on Tuesday.
It was Sunday afternoon and I thought there was no reason they couldn't be delivered on Monday but seeing as Monday was Valentine's day I understood they would be busy. I should have just cancelled my order but instead I sent them an address and asked them to upgrade the bouquet. Monday afternoon my boyfriend told me she'd received the flowers. I was glad that they got them there on Monday, but once again it wasn't what they told me. I asked him to send me a picture so I could make sure they were even the right flowers (my experience had been so bad I half expected they would give her any random flowers).
The picture I received had the right flowers but the bouquet was tiny. I would have hated for her not to have gotten the medium like I'd ordered if that was the large. I asked if he'd gotten the apology from the company like they promised and was surprised to hear that they only got my card. I'm now really embarrasssed because I look terrible since she's out of the hospital and only getting flowers a week later and have concluded that because she didn't receive an apology she didn't get the flower upgrade either.
Florist Express delivered the flowers a week late but had no intention of delivering them at all, never wrote a formal apology and never gave me the promised upgrade. They had terrible customer service, they would say one thing and do another and because the flowers were ordered online, I would have never known. Never Ever Ever Ever order flowers from this company!!
I will NEVER order from FloristExpress again! I ordered an arrangement for an out-of-state family member who had just undergone a surgery, with a guaranteed delivery and they never received it nor did I receive any e-mail or text message that it wasn't delivered. The only way I found out was through my mother who was with that family member, asked me if I was planning to send something to which I responded that I already had to which she responded that nothing was ever received from me.
To make things worse, when I called to find out what happened, after being on hold for an inordinate amount of time, could only speak to an answering service who said they would make a note of it and couldn't tell me when I would receive a response nor could they tell me when the arrangement was going to be delivered. I eventually told them to cancel the order and ordered directly from FTD which was timely received.
DALLAS, TEXAS -- To summarize this review: DO NOT use this company! I had organized a night out for my fiance and her best friend, which included a night in a hotel along with a concert seeing her favorite band. To make it even more special I decided to get flowers delivered to her hotel.
Even though not the cheapest option, I went with FloristsExpress after seeing they showed on their main page "100% on time delivery" and also had a guarantee towards satisfaction or money back (or redelivery). That along with the fact that they delivered to business address by 5 pm (which was a must for my delivery). I also requested if possible to have them delivered around 4 pm (would have been perfect but would not matter an hour later).
4 pm came, no delivery, so I assumed they could not do it, happily waiting for the 5 pm delivery. I was on Skype with my fiance at 5 pm, still no delivery. I called the hotel reception to have it confirmed that no flowers were delivered. I sent an email to the company requesting a status update, to which 13 minutes later I received an email stating they had been delivered. Once again I called the hotel to have it confirmed that they were not.
I called the company to advise them of this, and was told that sometimes (even though they should not) florists update it to delivered when the flowers are loading the vehicle, and was told he would investigate and call me back. Of course no call back and as it approached 6 pm my fiance was saying goodbye as they needed to head out to the concert. At 6 pm just as she was leaving reception had called to state that there was a delivery man there. So my fiance went down and picked them up on the way out.
I contacted the company via email and told them the events that occurred. I received an apology and was told that they would investigate and contact me with the findings. A week later I received an email saying that they had been delivered at 5 pm. Another week later I emailed them explaining the WHOLE situation again, in aim to help them investigate and allow such a headache be avoided in the future with other customers.
They replied saying it was again delivered at 5 pm and the hotel reception must have called them and hour later (even though I told them this was not the case and called the reception 3 times over 2 hours to have it confirmed). Back and forth emails, full of excuses and justifications.. they are now telling me that a hotel is not a business, but residential and that I ordered the flowers after 3 pm and that 6 pm is the delivery time although they can deliver up to 7 pm with a request for 3 pm.
I contacted them advising them that I never ordered for after 3 pm, and that if they want to class a business as residential they should specify that on their website so others do not get confused. At the end of the day, they messed up, and rather than accepting responsibility they would rather debate it over and over via email, and show no care for their promises or guarantee let alone their customers. I will never use this company again, and would strongly recommend you do not either, as they are all about money and not customer service and make promises that they have no intention standing by.
455 BOSTON POST RD, SUITE 205, OLD SAYBROOK, CONNECTICUT -- On Saturday February 13th, 2010 I went online searching for a late Valentine's Days basket for my honey. I couldn't use the company that I usually order from because it was already too late for a Valentine's Day's delivery. I found Florist Express or From You Flowers, LLC, I searched their website and found the most appealing baskets. I saw one that caught my attention and ordered it, they have different options, like regular basket, deluxe basket, etc....
I went ahead and ordered the deluxe one, which included gourmet crackers, gourmet Gouda cheese, olives, nuts and different kinds of fruits, the total for that basket with shipping $147.97. I also paid $10.00 dollars extra for a small box of chocolates and $5.00 more for a helium balloon. On Valentine's Day I was waiting for my boyfriend's compliment on the beautiful basket, that never came, 'cause the delivery person just left the basket on the porch without even ringing the bell, my boyfriend didn't even know that there was something there for him.
Like around 10:00 PM I called him and asked if he got a delivery from Florist Express, he said no, so I asked him to go check outside and he did. He called me back to tell me that there was something outside but that it wasn't a basket, it was a gift bag filled with all kinds of foreign cheap chocolates, with foreign unrecognizable language. I said to him, "Are you sure honey? I sent you a gourmet picnic basket, there have to an error!" He said "nope, there's a lot of little boxes of chocolate, with a cheap helium and a blue ugly ribbon attached to it." Oh my God! what a disappointment after spending all these money.
I called the company but it was closed until after President's Days. I sent an e-mail to customer service and got an apology reply. They were supposed to replace the chocolates for the right basket. On Tuesday, my boyfriend didn't get any basket, on Wednesday I called back and spoke to someone named **. She said she was going to contact the flower shop to find out what happened to the order. For some reason the called got disconnected and when I called back I couldn't talk to the same person.
The new person that picked up the phone said she didn't know anything about that problem so she put me on hold, and after like 10 minutes came back to the line and told me that she contacted the flower shop but that they close early that day. Oh my God, I wish I was right there in front of one of these people, I felt like slapping them. She said that the flower shop wasn't going to be able to get a replacement basket until Thursday because since it's a small shop in Greenville, South Carolina they didn't have all the stuff for the basket so she had to go to the grocery store and get it, can you believe this **?
I said to the person, "you know what? I would like to get refunded the full $147.97 that I paid." And she said to me, "OK, let me talk to my supervisor," so she put me on hold. When she came back to the phone she said, "my supervisor said it's OK to refund you your money, in 3 days you'll get your money back in your account." I had cancelled my debit card so now I have to wait and see if they're really sending me a check for my money. I can't believe this, first time something like this happens to me. PLEASE PEOPLE, DO NOT BUY FROM FLORIST EXPRESS ONLINE, THEY'RE A RIPOFF.
The problem with Flowers Express was solved satisfactorily, I got a full refund.
Flowers ordered for a birthday didn't make it on day it was supposed to & no contact was made to advise of issues with order, until end of day. Called company and they arranged for flowers to be delivered following day with 20% refund. Second day they still didn't arrive & company sent email again at end of day. Requested refund after waiting on hold 17 minutes to find out order status. Never again will I order from them! Too pricey for the value anyhow!
OLD SADYBROOK, CONNECTICUT -- This company is absolutely horrible. I called them on the phone, asked them if the item I wanted was available for delivery that day, and they said yes, so I placed an order on the phone for a bamboo arrangement to congratulate him on an award that he got. I called my boyfriend's work to inform them to watch for it, and they let me know that it never showed up. Then, they tried to deliver it twice on the weekend, despite the fact that I gave them a business name.
Then, they showed up to deliver it on Monday, and they delivered something that was NOT EVEN CLOSE to what I ordered. It was so hideous that I wouldn't have paid $20 for it, let alone 3-4 times that much. They sent some sort of cactus with an ugly green plant, and it was supposed to be bamboo with succulents in a really beautiful arrangement. It was supposed to be a really modern brown rectangular planter, and it was in a really ugly white planter.
The entire thing was a mess. It was delivered by a local flower shop, so I am guessing they passed the order off? Not happy at all. I emailed them and they offered me a 25% off refund, which is NOT OK, because I would have NEVER bought such an ugly awful gift for someone to be delivered late. This is a horrible company.
My 17 year old daughter in Connecticut wanted to surprise me on Sunday (the actual day) with a beautiful, expensive bouquet of flowers that they charged her extra for the Sunday delivery. Here is what actually happened. I received a call Friday night from a man with In Your Dreams Florist and Gifts in Spring, Texas, saying he was trying to deliver a plant to me. He could not find my address (my street is three blocks long). I stood out in the street for one hour looking for him. I finally called him back and he said he gave up.
The next day a plant was left for me. My daughter said it should have been flowers and I should have gotten them on Mother's Day. She was so upset. She called the flower place on Saturday and they said orders got confused and my flowers would be delivered on Sunday. They never came. So, I called the florist in Spring, Texas, and they said that the delivery was done and to leave them alone and that the plant was a "European Bouquet." They were very mean and lied.
I contacted floristexpress.net (888-444-1922) and they apologized and said they would never use that florist again and that my flowers would be re-delivered the following Saturday. Today, the florist in Spring, Texas, called and said they were going to deliver on Friday and I needed to be there to give the plant back.
I called floristexpress.net and they told me that they would find another florist to deliver the flowers and apologized again. Then an hour later floristexpress.net called back and said if I wanted my flowers I had to use that florist and give the plant back on Saturday. Then they said that the plant had better be in perfect condition or they would charge the original credit card for it too. The plant arrived with black on a lot of the leaves so I think they are going to charge for it too.
Both the florist and the internet company have lied repeatedly and at this point I think I am a victim of a great big scam. I received the wrong item, on the wrong day (even though my daughter paid a premium for the Sunday delivery) and was charged for something much more expensive than what I received and now they want to charge me for the plant. They refuse to refund any money. Please help! I was in tears on Mother's Day because they were so rude. Please do not let these companies continue to ruin a person's special day!
On June 9, 2011, I purchased a dozen roses to be delivered later that afternoon. I googled discount roses free shipping and was directed to Proflowers.com. As I navigated my way through the site I saw a message at the top of the site that said all orders over $39 are 20% off at checkout. As well as free shipping. I selected my item and proceeded to checkout. At checkout I noticed the flowers had been discounted $9.00. And I noticed there was not a discount on the shipping. I assumed after making my purchase it would be removed as stated on the homepage.
After receiving the email confirmation I saw that my card was overcharged for the shipping. So I called customer service. I contacted customer service at 888-444-1922 and explained this issue to the representative. The representative was not helpful at all! The only response from the representative was, "The discount you saw was for Pro Flowers and this order was placed through Pro Flowers Floral Express". She stated that these two companies are different and that she was willing to cancel my order so that I could place it with Pro Flowers to receive the discount. I explained that is quite confusing!
When I asked to speak with a supervisor I was told no one was available and that a supervisor would tell me the same information. I could wait to receive a call back later. What would happen to my order while I waited? Would it be still process? I argued with representative for 40 minutes before a supervisor miraculously became available. I spoke with the supervisor and was told by her that she could not apply more than 1 discount per transaction. But she was willing to waive the shipping but not the 20%. All I wanted was to be credited for shipping as well as the 20% discount that attracted me to visit your website.
I have ordered through ProFlowers a few years ago and I'm sure I didn't pay shipping and received a discount. I am disappointed with the amount of time I had to spend on the phone with a customer service manager. Almost an hour! This supervisor had the ability to match the offer and keep my business. Instead she would rather cancel my order and not care in anyway that her website was misleading. I did not know the difference between ProFlowers and Floral Express!
Especially when the invoice logo is "Floral Express a partner with ProFlowers". Aside from this horrible experience the flowers were delivered and they are beautiful. I feel as though I lost 2 yrs off my life placing that order yesterday. This issue was not complicated and looking back on it, I should have simply cancelled my order. Sadly, I do not think I will be using ProFlowers or Floral Express in the future.
OLD SAYBROOK, CONNECTICUT -- On a Monday I ordered flowers to be delivered to my daughter and grandchildren for the loss of her father/their grandfather. I usually go through ProFlowers.com but since I wanted same day delivery I was routed to Florist Express. After confirming the arrangement I wanted, late that afternoon I received a call back stating that the florist did not have those flowers available but would have them by the next day so I said that would be OK.
Then on Tuesday I received another call telling me that they still could not provide the arrangement I requested so was asked to provide an alternate selection which I did. In fact I was very specific about the new selection/item number so that the florist would be able to see first hand what the arrangement should look like. I then received a call that stated that they would not be able to deliver that selection until Wednesday. Again I went along with the change and was told that for the inconvenience that I would receive a $20 credit. I instead requested they just upgrade the bouquet and provide a better vase than the standard glass one.
However, the flowers my family received were not only nothing like what they should have been, but also had wilting snapdragons in the arrangement. All this for a charge of $132.96. I had my daughter send me a picture of the flowers so I could forward to Florist Express but was told their system does not accept photos or emails. I was also told that even if I did send a photo there is no way that they could be sure that we had not altered the arrangement.
When I asked for at least a 50% discount I was told that they would only do 20% which was unacceptable. I then called my credit card company but unless my daughter took the flowers to another florist and had them write a letter, they would do nothing.
Here is the thing, when ordering flowers we are truly at the mercy and integrity of the florist. Their out is the fine print which reads that the florist has the option of substituting flowers at their discretion. As such of spend a great deal of money for flowers that should have been no more than $30 - $40. My next call will be to call the local florist directly. Where or where has customer service gone? I will not ever use Florist Express again and suggest you do the same.
OLD SAYBROOK, CONNECTICUT -- I will never order from ProFlowers or Florist Express again. My 88 year old Dad recently fell and fractured his neck and is being treated for throat cancer. He asked me to order flowers for his wife for Valentine's Day, as he cannot do it himself. I ordered flowers on Saturday, February 12th. I even called to confirm that there would be no issue with the order at this late date. I was not only assured that they could accommodate my delivery in Lee's Summit, MO, but told me it would be delivered Sunday! Sunday, I received a confirmation of delivery via e-mail.
Monday night (Valentine's Day), my Dad called to ask about the flower delivery. I called Florist Express and was told their records indicated it was delivered. I assured them that it was not, having had my step-mother check all entrances and snow drifts for any sign that someone had been there. Of course, the florist was not reachable. I called again Tuesday when the business would be open. At first I was assured that the florist had delivered the arrangement. When I pushed back, they "checked" again and I was told that no one was home and they left a card and that no one had called them to arrange for delivery. No card. The path to the doorway was clear.
I extracted a promise that they would upgrade the arrangement, credit back the holiday delivery surcharge, and we made arrangements for delivery Saturday, February 19th. The florist was to call their home before making the delivery.
Yesterday arrived and something made me call to confirm that the delivery would take place. I was assured that it would. I called my step-mother to let her know and asked that she call when the flowers arrived. At 4 p.m., still no flowers. I called Florist Express again. I was at first assured the flowers would be there. When I nailed them down, I was told that the florist was not going to be able to accommodate my order. That was it... no "may we ask you to select something else", no options, no flowers!
The best part is that I did receive an e-mail asking me to take a survey about my "delivery". I will never again do business with this company. They left me feeling terribly embarrassed that I could not do what my Dad had asked of me. I was devastated for him. He is not accustomed to being unable to do things for himself. My Dad spent most of his adult life in retail and he simply stated that if he ran his business that way, it would not have services multiple generations!