Florist Express Complaint - Poor Customer Service
On June 9, 2011, I purchased a dozen roses to be delivered later that afternoon. I googled discount roses free shipping and was directed to Proflowers.com. As I navigated my way through the site I saw a message at the top of the site that said all orders over $39 are 20% off at checkout. As well as free shipping. I selected my item and proceeded to checkout. At checkout I noticed the flowers had been discounted $9.00. And I noticed there was not a discount on the shipping. I assumed after making my purchase it would be removed as stated on the homepage. After receiving the email confirmation I saw that my card was overcharged for the shipping. So I called customer service. I contacted customer service at 888-444-1922 and explained this issue to the representative The representative was not helpful at all! The only response from the representative was, "The discount you saw was for Pro Flowers and this order was placed through Pro Flowers Floral Express". She stated that these two companies are different and that she was willing to cancel my order so that I could place it with Proflowers to receive the discount. I explained that is quite confusing!
When I asked to speak with a supervisor I was told no one was available and that a supervisor would tell me the same information. I could wait to receive a call back later. What would happen to my order while o waited? Would it be still process? I argued with representative for 40 minutes before a supervisor miraculously became available. I spoke with the supervisor and was told by her that she could not apply more than 1 discount per transaction. But she was willing to wave the shipping but not the 20%. All I wanted was to be credited for shipping as well as the 20% discount that attracted me to visit your website.
I have ordered through Proflowers a few years ago and I'm sure I didn't pay shipping and received a discount. I am disappointed with the amount of time I had to spend on the phone with a customer service manager. Almost an hour! This supervisor had the ability to match the offer and keep my business. Instead she would rather cancel my order and not care in anyway that her website was misleading. I did not know the difference between Pro Flowers and Floral Express!
Especially when the invoice logo is "Floral Express a partner with Pro Flowers". Aside from this horrible experience the flowers were delivered and they are beautiful. I feel as though I lost 2yrs off my life placing that order yesterday. This issue was not complicated and looking back on it, I should have simply cancelled my order. Sadly, I do not think I will be using Pro Flowers or Floral Express in the future.