Florist Express

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1.0 out of 5, based on 10 ratings and
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Worst Experience Ever!!!
Posted by on
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 boyfriends 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 Valentines 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!!
     
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Horrible Experience
Posted by on
Rating: 1/51
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.
     
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Full of excuses with a 100% satisfaction guarantee they do not care about!
Posted by on
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 5pm (which was a must for my delivery)

I also requested if possible to have them delivered around 4pm (would have been perfect but would not matter an hour later).

4pm came, no delivery, so I assumed they could not do it, happily waiting for the 5pm delivery.

I was on Skype with my fiance at 5pm, 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 6pm my fiance was saying goodbye as they needed to head out to the concert.
at 6pm 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 5pm.

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 5pm 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 3pm and that 6pm is the delivery time although they can deliver up to 7pm with a request for 3pm.

I contacted them advising them that I never ordered for after 3pm, 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.
     
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At Your Service on 2011-08-08:
I agree that there should/could have been better communication, probably on both parts. Fortunately your finance got the flowers. If she wouldn't have, I'd say you'd be entitled to a refund.
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Florist Express / ProFlowers
Posted by on
OLD SADYBROOK, CONNECTICUT -- I placed an order on 5/1/07 for flowers and candy to be delivered to my Mom for Mother's Day. I requested a Saturday delivery of 5/15/07 (day before Mother's Day). I called my Mom on Mother's Day and when she didn't thank me for her favoriate Yellow Tulips I asked if she received flowers. She did not.

I called the "Customer No-Service" department and was told that they did not deliver the flowers because the florist refused the order because my mom was outside of their delivery zone. When asked why I was never notified I was told that they do not notify everyone of every issue during this busy time of year. The "Customer No-Service" rep, named Samantha, acted as though I was asking for an outrageous request to be notified.

The story does not end there. My debit card was charged $61.98 on 5/1/07 - the very same day I placed the order. It was also charged $11.99 on 5/2/07. I had been trying to get the 2nd payment taken off of my card a week before Mother's Day. No one informed me that the flowers would not be delivered and as of today, 5/13/07, I have been unable to get the duplicate payment removed. The reason: Florist Express claims they have no record of duplicate charging me, even though I was able to provide the reference number for both debits. As for the original $61.98 they owe me for not delivering the flowers, I will see that removed in 7 business days.

I have always used FTD and should have continued to. They work very well with local florists and have delivered flowers to my mother (and other rural family members) numerous times with no prolems ever. Florist Express / Pro Flowers continuously refuses to transfer me to a supervisor, has never apologized, and has been completely rude to deal with. Every call lasts a minimum of an hour with no resolution. On top of having no flowers for Mother's Day, I am fighting to get my money back. I think they are a scam and a rip-off company.
     
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Laura291 on 2007-05-13:
I'm not sure I can edit a review, but I made a date typo above. Saturday was 5/12, not 5/15!
Anonymous on 2007-05-13:
FTD is very good. Sorry about your experience but I hope you had a happy Mommy's day anyway.
chablis040 on 2007-05-23:
Just had the SAME problem. Ordered from "Fruit Basket Today" May 17, 2007 for delivery on May 21, 2007. No delivery. When I called "Fruit Basket Today" on May 22, 2007 they put me on hold for a long time then transferred me to "Florist Express". Florist Express had not even acted on my order of 6 days ago. They said they would fulfill my order now, but I told them my folks' anniversary had passed and I wanted the order cancelled with full refund. They didn't sound too happy. I'm calling the credit card company now, and am going to avoid Florist Express like the plague, and any company that uses them.
nicknameless on 2008-09-06:
I use ProFlowers on a regular basis, and the few times there was a problem with the delivery they always called me and straightened it out. I love that they e-mail each step of the process. HOWEVER, I have used ProFlowers express several times and have decided not to ever use them again. I also got the comment "the florist refused to deliver the arrangement I ordered". Who has ever heard of such a thing? And they never get in touch with you and even when I called yesterday to complain they said they would check into it and I have heard nothing as of yet.
I will never use them again.
furchild on 2010-08-29:
I am so very upset by the lack of service I received from Proflowers Florist Express. I ordered flowers for my mother’s funeral the day before and specified that they needed to be delivered by 10.30 am on a Saturday. I was assured that it would be no problem. I did not receive any email confirmation so I called the local florist in the small town where my mom lived and they confirmed several deliveries for the funeral the next day but nothing in my name. I called Proflowers Express, verified my email and asked that the flowers be delivered to the church as early as possible but before 10.30 am when the service was to start. I was told no problem and that I would receive an email confirmation. Yet again no email confirmation. The next day on my way to the funeral I received a call from the organization telling me that the flowers could not be delivered. I asked to speak with a supervisor “Tom” who told me that he was sorry but they just couldn’t get them there on time. I explained that the local florist was delivering flowers there and perhaps they could do it. I was told that they did not contract with them and it could not be done. I told him this was unacceptable and he said he would see what he could do and call me back. I did receive a return call and was told that a florist had been located who could deliver by 10.30. The flowers never arrived. My first comment is that if a florist was located after I spoke with Tom, why was I called if it could have been done in the first place? It was very upsetting. Second if they promise to make the delivery then don’t, they caused me to check every floral tribute at the funeral to find that none had my name on it. None looked anything like I ordered either. This is over the top disgusting service that caused me a lot more stress than I needed on a very stressful day. I will be disputing the charge on my credit card.

HP on 2011-11-15:
used Pro Flowers cause a relative works there, needed same day delivery, didn't know I was being sent to Florist Express, which didn't honor family discount (had to ask for it), misled into a shipping reimbursement (actually had to enroll in a service then cancel), but more importantly THEY DID NOT DELIVER THE FLOWERS!! claimed they could not find the address..that it was a government building...nooooo it was an apartment complex, if that are in de 'business' of delivering.. they shouuld be able to find it! so the next daaaaaay they offered to delivery....I CANCELLED! what a ball of crap this service is!! STAY AWAY
Connie on 2012-01-03:
I totally agree with all of the negative comments about Pro Flowers!! I ordered an arrangement for a funeral that I could not attend as it was out of town, but was informed later that the flowers were wilted and just not in good shape. When I contacted the cust. service the offered a 10 gift cert. HA! Like I would use their service again. I told them I did not need their puny gift cert. so they offered to send a new arrangement to the family's home for free. Well this was a funeral for a father of many kids, who live in different places, ummmm, which one should I send it too???? I told them this was unacceptable option. Still no offer for a refund. Do not order from them!
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Horrible Experience
Posted by on
Rating: 1/51
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!

     
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KevinTX on 2012-05-14:
If they have a FACEBOOK page, post your complaint on there, they will be quick to respond to negative feedback.

I've always used FTD Florists. Even when a local florist messed up the order, they sent another, apologized and refunded my money. I would suggest having your daughter dispute the charge on her card.
madconsumer on 2012-05-14:
KevinTX, very helpful comment and suggestion!!
trmn8r on 2012-05-14:
Yes, go for the dispute. This is ridiculous, saying the plant has to be in perfect condition. It is a plant, not a box of candy. I would try to get out of this deal instead of following through for the bouquet.

floristexpress should have reimbursed the florist for whatever they did do, and given them the old heave ho. Then arranged to have another florist deliver on whatever day you wanted them to. That's &$!s poor customer service.
KevinTX on 2012-05-14:
:) You're welcome. I would also suggest posting a review on their Google listing so others can be warned of their rude attitude towards customers. Companies just can't get away with behavior like this, there are too many online venues a consumer can take to alert others to bad business.
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Poor Customer Service
Posted by on
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 Proflowers 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 o 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 wave 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 any way that her website was misleading. I did not know the difference between Pro Flowers and Floral Express!

Especially when the invoice logo is "Floral Express a partner with Pro Flowers". Aside from this horrible experience the flowers were delivered and they are beautiful. I feel as though I lost 2yrs 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 Pro Flowers or Floral Express in the future.

Sincerely,

Charles Rogers
     
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Ripped Off by Florist Express
Posted by on
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.
     
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momsey on 2011-03-10:
Good review. It's always best to use a local florist.
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Never Again
Posted by on
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 embarrasssed 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!
     
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Anonymous on 2011-02-20:
I hope you filled out their "survey".
Weedwhacked on 2011-02-20:
I wouldn't care what they "said", I would never expect a Valentine's Day delivery if I ordered something on Feb. 12th. The assurance they gave you was to get your money, there was nothing in writing.
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Horrible Lying Cheating Company......
Posted by on
CONNECTICUT -- I ordered flowers for Valentines/B-Day combo for my mother. I paid $20 in delivery for guarantee Valentine's delivery. The flowers never arrived. I called on Tuesday (2/15) and spoke to a representative I was told the florist was overbooked and couldn't accommodate my order. I told them why didn't anyone tell me and why were they going to keep my money. They then said the florist would delivery today (2/15 at noon with an upgrade.) I called my mom at 6pm, still no delivery of flowers. I again called Florist Express and emailed. They called the florist and the florist said the delivery was on the truck and would arrive in ten minutes, they were in her neighborhood. (I was put on hold for 10min while I waited for the representative to call the florist.). I was also told my delivery fee of $20 was reversed back to my Visa. I called my mom at 7pm (2/15-Tues), the flowers did not arrive. I again called Florist Express at 7:15pm. They said the florist delivery truck is running late and yes, they still on the truck for delivery....will be there in 5 minutes. I chatted with my mom on the phone for 30 min. and the flowers never arrived. Wednesday morning came and at 10:00am, I called Flowers Express again and emailed. I was told (by another representative who again called the florist that the flowers are on the truck for morning delivery.)The flowers should arrive by noon and he upgraded to the supreme bouquet. It is now 1:30pm and the flowers never arrived. I called Florist Express again to speak to a manager and held on the line for 44 min. When they finally answered, the manager refused to speak and the representative said she was instructed to just have me email my problem. I am pissed! I called my Visa company and the delivery fee was never reversed as was told to me Monday night. I asked my Visa company to stop payment on this and send in a dispute as the flowers were never delivered nor were going to be. Don't be misled by this Express Florist company. It's more like "Forget Florist" company. They lie, cheat and submit false advertising for business. Everyone should join together and file a "class action". They deserve to be punished and it's a shame companies get away with this type of fraudulent practice!
     
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Alain on 2011-02-17:
Give a call to the Connecticut Department of Consumer Protection about this at 860-713-6050 or go to http://www.ct.gov/dcp to file a complaint.
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Do Not Use If It Is Important To Have Them Delivered On Time
Posted by on
I am very disappointed in this company and will NEVER order from them again. I paid over $30 more for a product that several other companies offered but none could guarantee delivery on the date I wanted except Florist Express. Not only did I pay more but there was also a $17 handeling charge that was not included at other companies. However, these flowers were going to a dear friend who has terminal cancer so the additional fees were worth it in my mind.................EXCEPT THE FLOWERS WERE NEVER DELIVERED!!! I contacted the company and they said they would be delivered tomorrow. That is completely unacceptable to me seeing as how I paid so much more to have them delivered on that date. They stated they tried to contact me at 5:00pm however, I was home all evening and received no call, and even if I did 5:00pm is too late to do anything about it. Had I received the call earlier I could have placed the order with another company and had them delivered same day. They did not seem to have any real concern over their service failure. Their initial offer was to upgrade the bouquet (I bought the premium anyway) and include an apology note. After speaking to a service manager the agreed to refund my handling charge and make a personal apology call to the recipient of the flowers. Still, I was heartbroken. When this is the last birthday someone will have you want them to feel special and remembered..it is not like I can make this up to her next year. THAT special feeling for my dear friend is what I paid ALMOST DOUBLE for but sadly did not receive, and was left in a position to do nothing about it except take their word it will be delivered tomorrow. If I am not satisified with the quality of the bouquet I will be posting a second complaint tomorrow. FTD and 1-800 Flowers is a much better choice and have never failed me. I would suggest them as an online florist. The only reason I did not choose them this time is that they could not guarantee the flowers on the date needed. I guess the difference is they were honest enough to say so upfront. I will NEVER order from Florist Express again. If I had to sum it up I would say OVERPRICED and UNDER- DELIVERED.
     
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idontthinkso on 2011-01-03:
Pretty much all of the online national websites and dial in services use local florists that pay a subscription fee to be on a list. There is no oversite of these franchisees. You might pay a little more to call them directly, but for a rush or important order... Stories like this are far too common. Find a local florist and maintain a relationship with them. If it is out of town, you will do FAR better if you simply call, ask a question or three, and talk to an actual employee.
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