OLD SAYBROOK, CONNECTICUT -- The Facts:
1. Place order on 2/13/2010 for delivery to funeral home on 2/15.
2. Received order confirmation.
3. Attended visitation at funeral home on 2/15 - no flowers - wife and I are upset.
4. Called FloralExpress around 8:30 pm - helpful, but no info available. Tell us to call back at 8:00am.
5. 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.
6. 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 10:00am. 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
7. 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.
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".
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!
SUN CITY, CA, CALIFORNIA -- Horrible experience, tried to deliver the flowers at the end of the day and since no one was there to receive them they left and sent me an email confirming delivery. When I called the next day and spoke to two different reps they promised to re-send and call me to confirm. That didn't happen. I am on the third day trying to find out if the flowers were ever delivered for a funeral 3 days ago. I will not recommend this company, horrible experience.
OLD SAYBROOK, CONNECTICUT -- I ordered online and paid $7.99 for same day delivery and $4.99 for expedited delivery; the order total was $66.21. Approximately one hour later (11:00 AM) a customer service representative called to inform me that the beautiful plant I had ordered was not available and could be replaced with a rose plant. Well, frankly, I could purchase a rose plant down the street and walk it home to my husband, so I declined the offer. The CSR then put me on hold and returned nearly five minutes later to tell me that another florist in our area could deliver the original order. I then verified that it would receive "expedited" delivery, but the CSR essentially said it would not happen and that the $4.99 would be refunded. So, I wait all day for my husband to contact me about the surprise delivery, but no call. At 4:50 PM, Florist Express (ha) calls to tell me that the plant could not be delivered today, but that it would be delivered tomorrow. Generally, okay, but my husband is boarding an international flight tomorrow and will not be there!
This was my first and LAST experience with Florist Express. I have never had this experience with any other flower service and it will hopefully be my last. And the best part - I now get to wait 1-3 days for my money to be refunded.
I ordered Mother's Day flowers for my mom on the Tuesday before Mother's Day, well, I found out on the Wednesday after Mother's Day that the flowers were never delivered. Florist Express took no responsibility they just blamed the local florist that they contracted and basically said "oh well". The wouldn't refund any $, but, promised to deliver them on the Thursday AFTER Mother's Day WITH an apology. They did deliver the flowers, but, no apology at all. Once again I called and they said sorry, but, they couldn't do anything about it. I asked to have a refund of some sort and was told that they could do that if they went back to my mom's house and took the flowers back. This company is the WORST of the WORST!!
I am telling everyone to stay away from these people. From now on I'll stick to calling up local florist's.
OLD SAYBROOK, CONNECTICUT -- Florist Express would have to improve to be called awful.
I ordered the flowers two weeks in advance and they were delivered a day late.
The website guarantees 100% satisfaction. If not satisfied, the customer has the option of replacement or refund. Days later and after a trail of e-mails where they call me by the wrong name, they have yet to offer either. I'm so disgusted with them, I'm beyond furious.
Avoid Florist Express at all costs.
Update: After additional e-mails with the wrong name and canned responses, I called customer service. The rep had plenty of attitude and didn't seem to know what their website promises. Multiple times I asked to speak to the supervisor, but never had the chance. He kept upping the amount of a partial refund but I persisted with my requests for a full refund. Finally, he angrily told me all the money would be refunded and hung up.
(This morning, PayPal informed me the refund went through.)
The attitude of the Florist Express representatives and the manner in which they handled this demonstrates that they really do NOT care about customer satisfaction - use another florist!
I ordered valentines day flowers for my wife from Florist Express. I placed the order online, the day before Valentines day. I received a confirmation back that the order was placed, and my credit card was billed.
They failed to deliver the flowers. At about 4:30pm on Valentines Day I called Florist Express to find out if there was a problem. Actually, I hit redial about 20 times before I got through. Then I spent about 15 minutes on hold.
When I finally talked to someone, they admitted that they had never placed my order with a local florist. Although they knew that they would not be delivering any flowers they didn't call or email me. If they had admitted their mistake I could have contacted a different florist.
This is a totally incompetent company. They only exist for one reason. They take flower orders online, and they get local florist to deliver the flowers. They failed to do what they promised and they failed to provide even a basic level of customer service. STAY AWAY!
When I demanded a refund, they did give it to me. However they didn't take the opportunity to try to make me happy. They could have offered to deliver some flowers for free the following day. They did not.
I don't know how these guys expect to stay in business.
I bought flowers for Valentine's day and I paid an extra fee so that the flowers would be delivered a day before because there would be someone at home that day, but they were not delivered then. They attempted a delivery on Monday, but the deliverer did not know how to get to the address !! was in Manhattan! not Alaska !!
I attempted to have the extra fee returned and to change the delivery address so that it could be delievered to the recipient at work instead of at home, and it was a very tiresome and tedious process, but by that time Valentine's day was over!
I ordered a floral arrangement Thursday, early afternoon, to be sent to my sister on Friday. Waited all day for her to let me know she received them, and she never called or emailed. When I got home, I called Florist Express, who had to check with the local florist who apparently told her that they tried to deliver them, but the recipient didn't answer her cell phone and they were waiting for her to call them back. Then why didn't they contact me and tell me that they couldn't deliver the flowers? So the representative asked me for an alternative address and I gave her one, only for her to come back on the phone and tell me that they will be delivered tomorrow. Well tomorrow is too late, but I guess that's what I'll have to settle for. After reading some of the other reviews, I hope they at least are delivered and look decent.