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.
AUSTIN, TEXAS -- I place an order on March/16/12, I pick them because webpage says "deliver the same day." They call me almost at 6 pm that day, to tell me they won't be able to do it. They promised an upgrade and that they will be there next day morning at the very first hr.
This is next day the16th at 4 pm, and nothing. I called and they said the store was closed and that they will be delivered until Monday. I mean really? It was for an anniversary four days later which... I'm still questioning if they will be there on Monday, that's so unprofessional and not right. This "same day delivery" it's just a lie. They told me they will call to say sorry, which it's just not useful at all plus... it was a surprise they totally ruin it.
SENECA, SOUTH CAROLINA -- For my mother's birthday, I ordered from the picture on the website what looked to be a very nice looking fruit basket that included two large pineapples, plums, kiwis, apples, with strawberry candies, with a balloon attached. What she got was 10 very small apples, 5 bananas and a very small box of cookies for $50.00. In return they offered to give me a $10.00 gift card off of my next purchase. Why would I order anything else when they couldn't get my first order right. They lost my service. I would have been ashamed to send that as a gift. I could have gone shopping and did better than that.
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." They 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 emails 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 delivered 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.