SAN DIEGO, CALIFORNIA -- After having a minor issue with an order, I called Customer Service to have it resolved!!! I'm not sure when this company subcontracted out their Customer Service, but obviously they have, as all the representatives I spoke with on three different calls, were horribly unintelligible!!! They all spoke with such thick accents that they were almost impossible to understand! Including their Supervisor!
In addition, the phone equipment they were using was either of an extremely low quality, or it was malfunctioning as ALL three calls were very very garbled and distorted, not that it would have helped if they were using the best equipment available, as again, their accents were beyond what is normally considered "reasonable" or "acceptable" for this type of work!!!
Several years ago, this was not the case, so apparently, at some point, they made the decision to sell out the quality of their customers experience for the almighty dollar!!! This company has gone downhill something horrible!!! And to add insult to injury, I was promised a gift coupon for my troubles, which was never received!!!
CALIFORNIA -- Received roses for Valentine's Day as a kit. The roses were so full of thorns, it was torture putting them in the vase. Flowers looked stale and it just ruined the whole experience for me. I waited a few days to mention to my husband that the flowers weren't really the best but I guess I wasn't clear enough because I received them again for Mother's Day! I just want to cry!! The roses at the grocery store are far superior! This time I looked up reviews on this company and found so much supporting comments, I told my husband NEVER to buy me flowers from ProFlowers again! I am not normally one to complain but spoiling two special days for me was enough!!!
FLORIDA -- Terrible. Overpriced. Customer service is terrible. Reps answering phones cannot comprehend simple conversation. I made two separate orders. Both looked terrible. I called to change the delivery of one and she was impossible to understand and could not comprehend the conversation. I asked for a manager and was told there wasn't one. Asked for her boss several times and was hung up on eventually. I called back and the man answering this time had the same issue, except he continued to ask if I would like to make an order. Email worked best so far, although no resolution. Both orders have been delivered, but both look terribly wilted and nothing like the photos.
CALIFORNIA -- Daughter called on Mother's Day and inquired if I had received the flowers she ordered. I had not. On Monday, I received a voice mail message from ProFlowers to call their 888 number. I called and was on hold for 19 minutes before I spoke with a representative who was extremely rude. She claimed she could not help me unless I had the order number. Explained that I had not ordered but was the recipient and had received a call to contact customer service.
After 10 minutes of her refusal to help I asked to speak with a supervisor and she hung up on me. Called again and was on hold for 12 minutes - but this time the customer service representative was quite nice and explained that I would receive the flowers on Tuesday. I said that this was not acceptable since my daughter had ordered the flowers ahead of time and requested a Saturday delivery.
Monday night I found the flowers in front of the door. The box contained four wilted roses and some other green something. This was not at all what my daughter had ordered for $70. Wrote comment on their website -- as a matter of fact, the website is loaded with complaints. I am attaching a picture of what was delivered for $70.
TUCSON, ARIZONA -- I ordered a dozen roses for my mom Mother's Day. They were delivered via UPS truck that was hot in the truck. My mom opened the box and I was shocked and embarrassed at the roses that lay there in that box. They didn't have and leaves on the roses. The vase was stuffed in the bottom of the box. So my mom had to "arrange' her own Mother's Day flowers I paid $44.00 for. They looked nothing like the add in Proflowers website. They looked like stocks with roses on the top with no foliage! Very ugly. I am having my charges disputed through my bank. Because obviously they don't stand by their guarantee!
ATLANTA, GEORGIA -- I ordered flowers for my sick grandmother who was hospitalized right before Thanksgiving. She was released from the hospital with no sign of the flowers I ordered. Needless to say, I cancelled the order as it was never fulfilled. As of 12/22, nearly an entire month later I have yet to receive a full refund. I have continued to call and am provided the same response that my refund is "being processed.'" Unacceptable! I will NEVER again order from this company. First my sick grandma never gets her get well flowers and then to add insult to injury, my refund is floating in limbo.
WASHINGTON -- I ordered a plant for my mother 5 days before Mother's Day. I accidentally made a mistake and put my own name as the recipient instead of my mother's on the on-line order (all other fields were correct). I called their 1-888 number immediately and was told that they cannot modify my order AT ALL. The customer service representative that I spoke to told me that someone will contact me by phone within 24-48 hours. Instead I received an email from a customer service representative which stated that "your order has already been processed and scheduled to be delivered..." thus they are unable to make any changes.
I think they should just cancel the whole customer service department, since they have no intention in providing any service at all. This is by far the worst ordering experience I have ever had. I will not order from them ever again and will not recommend them to anyone.
My husband and I were long time customers of Proflowers.com until recently. In May we went on their website to order flowers for my mother in law for Mother's Day and there was, what we thought was a great promotion "free shipping". "Wow" we thought this is fantastic, must be a stimulus plan to boost the e-commerce market.
After we ordered the flowers online with our Visa Card, there was a link on the page to get $15 off your next order, this to us did not constitute free shipping, but my husband clicked it anyhow, hey $15 credit is at least something, and a new window came up and asked him for my e-mail address and zip code, since this was my account. He checked it out and found out that if you clicked the "I want my $15 gift code now" button the detail said it would charge our credit card or PayPal account "for just a $1.95 activation fee billed by EasySaver Rewards to the credit card or PayPal account you just entered during your ProFlowers purchase."
It also stated, "To continue after the introductory trial period, do nothing and all the great benefits and savings will automatically continue for just $14.95 per month, billed by EasySaver Rewards to the same credit card or PayPal account where applicable." This was hidden and not something you would see easily if you didn't read the fine print. This is by far the most deceptive marketing that I have seen. The button (I want my $15 gift code now) does not indicate in any way that you are purchasing anything.
This advertisement implies that the $15 gift code is not part of any kind of purchase, or associated with any other partner. It asks for your e-mail and zip code which they already had for several years with my existing Proflowers.com account. I too couldn't understand why they would ask for it again so we never filled that information out and we were not signed up for EasySaver Rewards.
We opted to pay the shipping and handling charges. These charges came out to $19.97, equaling more than half the total cost of the flowers we ordered which were $29.98 plus $6.99 for a vase that was worth $1, plus tax totaling $60.36 for what we thought would be $36.97 plus tax. And to add insult to injury they also tacked on a charge of $4.99 for guaranteed May 8 delivery which we never asked for since this order was placed in plenty of time. If this isn't deceptive I don't know what is. We are pursuing this with our State Attorney Generals office.
Just so you know, I contacted customer service on May 6th to lodge a formal complaint and gave my contact information to the representative on the phone. I told her to have them call my cell number and on May 8th I received a call from a Special Program Associate on my home number. I never give my home number to the representative but it was listed on my Proflowers.com account. I returned his call that evening and one more time two weeks later but never received a return call.
So today I stumbled across this site which listed page after page of complaints for the same reason I lodged mine and decided to once again to respond to the original May 8th email from the Special Program Associate, this time I CC'd another associate whose email address I discovered at the bottom of the original email.
I received a call from the 2nd person who tried to tell me that they were very sorry for the confusion and that she was going to refund my account for any of the debits for the EasySave Rewards but we didn't have any account. If either of them actually read my emails they would have seen that I had already stated that.
After many minutes of canned statements I was offered a credit for the extra shipping charges of $4.99 and a free flower order which I declined. I'm not interested in receiving a refund; she didn't get the principle behind my lodging the complaint. THIS IS FALSE ADVERTISING, plain and simple and they need to be investigated for it.
PITTSFORD, NEW YORK -- My boyfriend ordered April flowers valentine's day bouquet delivered to me. Red and blue tulips. The flowers are droopy and damaged. Some of the leaves are sliced or split and broken. They look like they were purchased at the dollar store. I feel terrible on his behalf, and he would be very upset if he were in town to see this. Requesting his money back.
Terrible! Ordered a bouquet for 93 year old grandma's birthday and it never arrived. Spent 40 minutes on phone with customer service who "resent" the order to the florist. Customer service refused to refund "same day service" rate even though it will supposedly arrive two days AFTER the delivery. Never again.