Florist Express Complaint - Full of excuses with a 100% satisfaction guarantee they do not care about!
DALLAS, TEXAS -- To summarize this review: DO NOT use this company!
I had organized a night out for my fiance and her best friend, which included a night in a hotel along with a concert seeing her favorite band.
To make it even more special I decided to get flowers delivered to her hotel.
Even though not the cheapest option, I went with FloristsExpress after seeing they showed on their main page "100% on time delivery" and also had a guarantee towards satisfaction or money back (or redelivery)
That along with the fact that they delivered to business address' by 5pm (which was a must for my delivery)
I also requested if possible to have them delivered around 4pm (would have been perfect but would not matter an hour later).
4pm came, no delivery, so I assumed they could not do it, happily waiting for the 5pm delivery.
I was on Skype with my fiance at 5pm, still no delivery, I called the hotel reception to have it confirmed that no flowers were delivered.
I sent an email to the company requesting a status update, to which 13 minutes later I received an email stating they had been delivered.
Once again I called the hotel to have it confirmed that they were not.
I called the company to advise them of this, and was told that sometimes (even though they should not) florists update it to delivered when the flowers are loading the the vehicle, and was told he would investigate and call me back.
Of course no call back and as it approached 6pm my fiance was saying goodbye as they needed to head out to the concert.
at 6pm just as she was leaving reception had called to state that there was a delivery man there.
So my fiance went down and picked them up on the way out.
I contacted the company via email and told them the events that occurred, I received an apology and was told that they would investigate and contact me with the findings.
a week later I received an email saying that they had been delivered at 5pm.
another week later I emailed them explaining the WHOLE situation again, in aim to help them investigate and allow such a headache be avoided in the future with other customers.
They replied saying it was again delivered at 5pm and the hotel reception must have called them and hour later (even though I told them this was not the case and called the reception 3 times over 2 hours to have it confirmed).
back and forth emails, full of excuses and justifications.. they are now telling me that a hotel is not a business, but residential and that I ordered the flowers after 3pm and that 6pm is the delivery time although they can deliver up to 7pm with a request for 3pm.
I contacted them advising them that I never ordered for after 3pm, and that if they want to class a business as residential they should specify that on their website so others do not get confused.
at the end of the day, they messed up, and rather than accepting responsibility they would rather debate it over and over via email, and show no care for their promises or guarantee let alone their customers.
I will never use this company again, and would strongly recommend you do not either, as they are all about money and not customer service and make promises that they have no intention standing by.