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!
Flowers arrived limp and dead. I had ordered Roses, but they sent me something else. I don't know what they are, because they are mostly dead. The first impression is the one that counts. The recipient was very disappointed and thought it was done on purpose to piss her off. No replacement flowers, refund, or resending the correct ones will undo the damage. Thanks ProFlowers.
First I only complained (did not ask for a refund out right) because I had one more day for delivery. ** assured me I would get them the following day in the morning, so I waited. I did not receive the order by 10AM so I called. They had no record of a replacement order and said they have over 200 employees with many **. When I requested same day delivery (because of my problem), they said they could not deliver the same day, even though they offer this service online. So now it is Friday and mother's day is on Sunday. I don't have any Roses with a refund that means nothing.
STAY AWAY FROM THESE GUYS. I also have experience with 1800Flowers, but they also made mistakes sending the wrong/dead flowers. To be fair, they only screwed up 1 time out of 7 orders. But that one time was enough for me to look like a cheap fool and go to ProFlowers, and now this! Walk to your local florist and have them deliver the old fashion way.
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.
PORTLAND, OREGON -- THE WORST FLOWER SERVICE EVER!!!! I paid for same day delivery for my cousin's new baby and they never got sent. They promised me they would be sent the next day and they never were and my cousin got discharged from hospital before they could even bring them!
Then I changed the address to have them bring them to her house and they screwed it up and brought them to the hospital after she had already left. When I call the supervisor named ** and he was such a JERK!!! He said that he didn't see an address change and it must be my fault for not tell them the new address. I told I was promised by the last lady I talked to that they changed the address. He said it wasn't his problem and the only thing he could do was deliver another day or cancel the order.
I told him I was going to write a bad review and he said "have fun". REALLY?!!!!!! I am left in tears because I just wanted my cousin to get some flowers in the hospital after having her baby. Now I have 60 dollars tied up in pending refunds and transactions and no flowers were sent. What a joke.
I can't tell you how disappointed I am in this service. I was promised next day delivery and instead I got a message 2 days after the funeral telling me that you never delivered my flowers. This is outrageous and HORRIBLE customer service.
I was grieving during the funeral so I did not look to see if my arrangement had arrived but when I opened this email I was livid. I will not be using this service ever again and I will be instructing any friends and family member to cross you off their list as well.
Who knows the number of families this has happened to and to think I suggested that you prepare all the arrangements for my Aunt's Homegoing Service! Would she have had no flowers and someone think about it 2 days later with an apology and a request to send them to her home?!? She is no longer living! There is no home to send it to! There isn't a valid excuse for this type of customer service and as I said I am done with your company.
The next time you cannot deliver an order you should call that person immediately. The email should have been sent in a timely fashion and a full refund along with delivery of the flowers to the grave site would also be advisable when you offer a service you cannot/did not provide. Please change your name to Florist because there was nothing pro, express, or floral really about this service.
Although you did take my money in a timely fashion, seconds after I hit the button no less, it will be returned in 1-3 business days!!! Do you know what WTF means?! I don't know if there is a Better Business Bureau for online businesses, but I WILL BE SURE TO FIND SUCH INFORMATION OUT!!!!!
The lack of professional service from your company was and is a disservice to me, my family, and my aunt who's no longer with us! In my time of grief I reach out for your services for the little comfort it would offer and you provided me nothing in return! This is a mistake that can never truly be repaid and is burned into my memory never to be forgotten!
To read the fact you feel this is a mere "inconvenience" to me during this time of grief is more an added insult to injury! How dare you! This was not for Valentine's Day or a baptism! This was a FINAL GOODBYE with a date, time, and payment for your services which weren't rendered. You should be ashamed as a company with how you handled this and do better for the next first time user of your service because you want them to come back. I MOST CERTAINLY WILL NOT!!!
FULLERTON, CALIFORNIA -- After I ordered flowers online with my Paypal account, there was a link on the page to get $15 off your next order. I clicked it, and a new windows came up and asked for my e-mail address and zip code and click the "I want my $15 gift code now" button. The detail said it would charge my 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." My 2 complaints are:
Not only does the pop-up window imply that the $15 gift code indicate it is not part of any kind of payment for a order, or associated with an order. It asks for your e-mail and zip code. Proflowers already collected my e-mail address and zip code in the ordering process. If the two were related (which most would assume THEY ARE NOT), I would not need the enter the information again.
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 mothers 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.
ONLINE, GEORGIA -- For Mother's Day, ProFlowers delivered half dead lilies. Most appeared to be those ugly yellowish orange ones that grow wild along the road. They included a card from someone named **. My son's name is **. When I called them, they read the card my ** had sent me. They refused to send me the correct card. I save the flower cards from my son.
Yesterday was my birthday. I waited all day for the red roses my son said he had sent. They never arrived. My son called them. They said the FedEx driver could not find my subdivision and did not want to use his personal cell phone to call for directions. The roses arrived today. Today is NOT my birthday. My son received a refund. Well good for him and all of the other customers I read about that got screwed by ProFlowers. With all of those refunds, I hope Pro Flowers goes bankrupt! They could give a flying S about insulting and hurting feelings. They are a sorry organization.