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 6 pm, 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 10 min 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 7 pm (2/15-Tues), the flowers did not arrive. I again called Florist Express at 7:15 pm. 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 10:00 am, 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 1:30 pm 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!
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 handling 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 5:00 pm however, I was home all evening and received no call, and even if I did 5:00 pm 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 satisfied 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.
I had a terrible experience every time I have used this company. The customer service reps always came up with an excuse as to why the company did not fulfill their promises, which is why I gave Florist Express more than enough chances. In the past, the company has delivered the wrong product in the wrong color to a funeral without a card and they delivered the wrong flower on mother's day. The company guaranteed same day delivery on another order that I ended up canceling because they were unable to keep their promise of same day delivery. Also, the company was unable to confirm a delivery to a funeral until days later and misspelled the family name on the card.
However, the most recently, the company again guaranteed delivery to a funeral home, Florist Express never called to notify me that the delivery would not be made. Rather, I called to follow up on the order. When I notified the supervisor that they guaranteed delivery, she said she had spoken with the representative I had order with and he had notified me that there were no guarantees. This was never mentioned. In fact, later in the conversation the supervisor said that they only guarantee times when it is a funeral - which is exactly the occasion for this delivery.
The service is terrible, they are nice on the phone when you place the order, but make false promises and fail to deliver every time - at least for me, they have failed 100% of the time. The company avoids conflict with their customers by not calling to notify them that the orders will not be on time and seem shocked when you are upset that they have not fulfilled their promises. If you are seeking to place a flower delivery for an important occasion, this is NOT the company to use.
OLD SAYBROOK, CONNECTICUT -- The Facts: Place order on 2/13/2010 for delivery to funeral home on 2/15. Received order confirmation. Attended visitation at funeral home on 2/15 - no flowers - wife and I are upset. Called FloralExpress around 8:30 pm - helpful, but no info available. Tell us to call back at 8:00 am. Called FloralExpress around 8:00 am. Person could not find the order - accused us of calling the wrong florist. After some persistence, order was located, but they still didn't know what happened but they were "on the phone" with the florist. We had to hang up the land line and call back on a cell phone since we had to leave for the funeral.
Called back and found out that the florist never retrieved the order. [Did not read their email?] Supposedly they would deliver flowers [NOT what we ordered - they did not have that] to the funeral home before 10:00 am. It was not possible to verify since we did not have a clue what they looked like and we were not in a position to perform a 'complete floral inspection'. The 100% Satisfaction Guarantee.
Placed a call to FloralExpress after the funeral. After a discussion with their representative [who said that they could only 'ask their supervisor questions' - could/would not connect me to anyone else] we agreed on the following:
a. They failed to deliver when they promised to deliver. b. They failed to deliver what they promised to deliver.
c. They would not deliver 100% satisfaction [They did offer to refund the $17.99 'standard delivery fee' and give me a $20 coupon that would afford them the opportunity to screw up another order if I should decide to collect].
All of these "wonderful things" were their answer to make up for them totally messing up my $100+ order, causing immense grief and frustration during a difficult time, having to make 3 phone calls, being tortured with numerous sales pitches while being on hold several times to discuss their problem, and dealing with their unwillingness to take total responsibility for the problems that occurred. The conclusion: There is no doubt in my mind that the "100% Satisfaction Guarantee" is 100% false advertising.
MIAMI, FLORIDA -- I'm typically not a person who complains and am extremely patient... But this company caused me all sorts of anxiety problems! For starters, I made an order with them a WEEK before Mother's Day, paying an extra $13 to have it DELIVERED by Mother's Day. These people were so quick taking my money out of my bank account, unfortunately that's their top priority, not customer satisfaction.
Mother's Day passed, and my grandma didn't receive her orchid arrangement from these people. So I called customer service, and they hung up on me twice. FINALLY I was able to get in contact with a human being. On the bright side, the lady was very nice, but she didn't sound real sure on what was going on. She told me that she tried getting in contact with the florist in my area and couldn't, but left a message. And she told me if the flowers aren't delivered by tonight, it would be delivered by the next MORNING.
To make a long story short, I practically had to stalk these people to figure out that the florist in my area totally ignored my order. So to compensate for the delay, they would "upgrade" my order and include an apology along with the Mother's Day card.
When I saw the flowers that my grandma finally received, they were pretty average and far from an upgrade... The flowers were "kind of" pretty, but not $70 worth. And the card was an absolute disaster. I was expecting it to be this neatly typed up message. Instead I got a card that read something like this: "To the best grandma in the Happy Mother's Day Love, (my grandmother's nickname-- not my name)" written on a post-it like note in horrible chicken scratch!
I will NOT do business again with these people and I suggest you don't either, unless you're happy with mediocre flowers and a butchered post-it "card".
OLD SAYBROOK, CONNECTICUT -- This company is nothing but a disappointment. I placed an order with them to deliver a present to a friend on her birthday. I placed it three weeks before the actual date. Her birthday fell on a Sunday, but their site said it was possible and they even charged me a weekend delivery charge in addition to regular rates! (By the way, their shipping & delivery rates are very high, so don't get fooled by cheap flower baskets, the delivery charge will easily double this price.)
So this is what happened next. On a day IMMEDIATELY BEFORE the delivery date I received an email from them saying that "unfortunately, the delivery on this date is not possible". To say that I was disappointed is to say nothing. I was really mad at them and shocked. So this is how you care about your customers???? I placed an order three weeks ago and now, right before my friend's birthday, you inform me that the delivery is impossible???!!! You can imagine the state I was in. They have spoiled my present as I even cannot find any alternative stuff because her birthday is TOMORROW!!!!
Bottom line: I will never order anything from them again and warn you against trusting them. As you see, they can easily break their promise and fail to deliver your present to your loved ones. This isn't normal business. This can't be called business at all.
INTERNET -- I received flowers from my boyfriend. He emailed Florist Express to get them delivered the same day and paid quite a bit for them. I did receive them that day at work but they were already wilting and drooping. By the second day one was already turning black. On the third day they were all wilted and falling over. He gets me flowers once a month from the grocery store and they always last 1 to 1 1/2 weeks for me. These were already past their expiration when delivered.
When Florist Express was contacted about the inferior product all they offered was a 25% refund. They should have done much more than that, I guess they don't care about the customer and their reputation. Don't use them!!
I ordered flowers for my mother-in-law's birthday. They were supposed to be delivered on her birthday, however they never arrived. I contacted FLORIST EXPRESS that evening and left a message for someone to call/email me back, but again, that never happened.
I called again and the only way to actually speak with someone, was to pretend I was going to place an order! When I asked about status of my order, I was told that my credit card was declined (though this could not have happened, since there was plenty of money to cover the cost of the flowers). Luckily, they had not run the transaction, and my account had not been debited. I should have read reviews of this business before ordering! I would have realized that they are disreputable, and stayed FAR AWAY FROM FLORIST EXPRESS!
NEW YORK, NEW YORK -- I purchased Valentine's Day floral arrangements for my girlfriend, and paid an extra $10 for business hour delivery on February 14. At 3:45 I finally had to call my gf to ask if she had received anything at her office. When she said she had not, I started my call to, at first, find out the status of the delivery. I was on hold for 20 minutes before a customer service agent came on.
When I was told that they would have to transfer me to another department, I got the feeling it was going to be a long call but had no idea how long. After being transferred, THE FIRST TIME, the woman could not find my order so I was transferred again. The next person found the order but was apparently in a different division and he could not change the order. I was transferred, I thought, but when I finally got to a live person, they said it was the wrong division. At this point it was 1 1/2 hours later and was still on hold.
I gave up at that point and called later that night, waited on hold again for 35 minutes and the representative could not find the order again. I asked for a manager, the representative chuckled and told me he was transferring me. I was placed on hold again for 1/2 hour. I finally gave up and called my credit card company. NEVER USE THIS COMPANY. I will definitely contacting the BBB and should have checked with them first, I am sure they have a low rating.
Florist Express guarantees morning delivery for an additional fee. The problem is Florist Express doesn't know which florist they contract within the Grapevine, TX area that actually delivers in the morning. Don't you think if a service is offered for an additional fee the providing company would know which florist does or does not deliver in the mornings? Unfortunately, the florist chosen by Florist Express does not deliver to Grapevine, TX in the mornings.
On top of this little lack of information on Florist Express's part, the local florist did not call Florist Express or me to provide this little nugget of information. Therefore, the flowers I was sending to my wife on our 24th anniversary with guaranteed delivery by noon did not arrive. I wouldn't recommend Florist Express to my worst enemy and also unfortunately Florist Express won't tell me who the florist is so I can black ball them also.