Florist Exress - Stay away from these morons!

Deliveries and Customer Care - Complaint
Review by tobyvinson on 2013-07-16
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
SEATTLE, WASHINGTON -- How about this...I will let you read some of the email trails...Start from the bottom and work your way up - you'll see the companies can't seem to get their computers to talk to each other. I was charged for the items that were not delivered - once we worked everything out and I agreed to change the delivery date - they were nice enough to tell me I wouldn't be charged again for the same order (which is nice to not charge me twice for one item that they originally screwed up - sarcasm dripping from my finger tips as I type these lines)... If you don't care about your flowers arriving at a particular place on time - or working with customer service that provides no "service" at all - then these guys are what you're looking for!!! If you're seeking quality delivery and service - please go else where!!!

Sincerely,

Toby

----
Order #: 441263844087

Dear Toby,

Thank you for contacting us regarding my statement about not charging you again. My sincere apologies, I thought I had removed all of the "canned" statements from my response. You are correct, we would not have thought of charging you again.

Again, my apologies for the typing error. If there is anything further that we can assist with, please do not hesitate to contact us. We are available to you 24 hours a day, seven days a week and we look forward to serving you.




Best Regards,

CCSS Allen B

-----Original Message-----


Allen,

Since I already paid for this replacement I cannot imagine why you or your company would feel the need to charge me again.

To be completely honest with you - I do not believe that I will be doing business with your company in the future. Once these orders that I have already paid for are fulfilled (hopefully correctly). I plan on taking my business elsewhere - probably to a local florist in the area of my girlfriend.

Sincerely,

Toby

From: ProFlowers Express
To: Toby
Sent: Tuesday, July 16, 2013 8:34 PM
Subject: RE: Re: Upset Again - Order ID 441263844087 (#8896-370274389-5760)


Dear Toby, Order Number: 441263844087

Thank you for contacting Florist Express Again, please accept our most sincere apology for your orders not transferring between systems. We appreciate you taking the time to respond to our replacement offer.

Please know that you will NOT be charged for this replacement order. However, we want to keep you informed regarding your order status, so you WILL receive automatic confirmation, shipping, and delivery emails.

Here's your order information:

Order Number: 441234236253 - White Lace Centerpiece

Delivery Date: Tuesday, July 23, 2013

Once again, please accept our apology for our system error. Your satisfaction is our foremost objective, and it is only through your feedback that we learn whether or not we are achieving that objective, so please do not hesitate to contact us with any additional comments or concerns you may have. To reach us, you may email us at corporate@customercare.providecommerce.com or call us toll-free at 1-866-526-9426. We are available Monday through Friday, from 7:00 AM to 6:00 PM Pacific Time.

We appreciate your business and truly thank you for being our customer.




Best Regards,

CCSS Allen B

-----Original Message-----
From: Toby
Sent: Jul 16, 2013 7:32:18 AM
Subject: Re: Upset Again - Order ID 441263844087 (#8896-370274389-5760)

CCSS Allen B,

The ship's internet just came back online which allowed me to read the actions of your company during this process. Again, I would like to express my sincere dissatisfaction with your company and in particular the customer service department ("Hooray!).

As I stated in a previous email - this is the second time in as many months that your company has been found lacking in the fundamental process of handling orders - this was magnified by a customer care service that did not provide any 'customer care' and would not bother to actually look beyond the service of a complaint. Even if the complete order didn't make it into your system a red flag should have been seen by the payment of over $200 for a $52.95 item.

Please shift the order that I had placed for delivery from 10 July to 23 August (White Lace Centerpiece).

Sincerely,

Toby


From: ProFlowers Express
To: Toby
Sent: Monday, July 15, 2013 11:56 PM
Subject: RE: Upset Again - Order ID 441263844087 (#8896-370274389-5760)


Order #: 441263844087

Dear Toby,

Thank you for contacting us regarding the non-delivery of your Florist Express order. We do sincerely apologize for your gift of flowers not being delivered. Unfortunately when the order was confirmed only the first portion of the order transferred across to Florist Express. This was the "America the Beautiful" order with a delivery date of 07/02/2013. The remaining three items did not transfer from system to system.

We have issued new orders for the "Roses And Moonlight Bouquet" to be delivered on 07/24/2013 and the "Love Letter Roses" due for delivery on 08/05/2013. Both orders include the chocolates as ordered.

For the "White Lace Centerpiece" that was due for delivery on 07/10/2013 we again apologize. If you would like we will create a complimentary order and send it out as soon as possible or if you prefer we will refund you for the amount of this portion of the order.

Again, we sincerely apologize for the system glitch and your order not being delivered. If there is anything further that we can assist with, please do not hesitate to contact us. We are available to you 24 hours a day, seven days a week and we look forward to serving you.




Best Regards,

CCSS Allen B


-----Original Message-----
From: Florist Express Order Status (order-status@service.floristexpress.com)
Sent: Jul 15, 2013 7:58:55 AM
Subject: RE: Upset Again - Order ID 441263844087 (#8896-370274389-5760)

Hello.

We understand that the orders are in your database. However, the only
order that 441263844087 pulls up in our system is the one that was
delivered on July 7th. There are no future orders under the email
address toby.com either. These orders were not successfully
imported from your system to ours.

Since wecare@service.floristexpress.com uses the same database as the
delivering florists, if we don't have the orders the customer won't be
getting his flowers.

We have no way of reimporting the order information - or, for that
matter, of issuing the customer a refund. Can you please assist him?

Regards,

Julie G.


Original Message Follows:

------------------------
Hello,
Cx email address is "Toby" and we see this is a valid
order.



Best Regards,

CCSS Rosalva M


-----Original Message-----
From: Florist Express Order Status
(order-status@service.floristexpress.com)
Sent: Jul 13, 2013 11:57:40 AM
Subject: RE: Upset Again - Order ID 441263844087

Hello.

Please assist the customer in regards to 2 orders that we cannot locate
for them. The most recent order I have been able to find was delivered
on July 2nd. The customer states there is 2 more. One for delivery on
July 10 and another order scheduled for delivery in August.

Customers email: toby

Thank you,

Wanda S.
ProFlowers

Original Message Follows:

------------------------
Caleb C,

Enough with the "Hooray!" line - it makes me feel like "Hooray!" we
screwed up your order and you should be happy and excited about that! It is not professional nor is it helping address the situation.

So here is my problem Caleb - and please refer this email to your supervisor
- I have attached the order 441263844087 in which FOUR different delivery
dates were ordered with different items...In the past when I ordered more
than one thing at a time - they were all delivered on the dates I scheduled
- however, this order has not been filled.

Can I assume the rest of this order will not be filled on 24 JULY and 5
AUGUST? Because if that is going to be true - I can now feel free to
take my business elsewhere.

Your emails thus far hasn't addressed any of my concerns - please direct
this email to your supervisor.

Sincerely,

Toby

-----Original Message-----
From: Florist Express Order Status
[mailto:order-status@service.floristexpress.com]
Sent: Saturday, July 13, 2013 1:03 AM
To:Toby
Subject: RE: Upset Again - Order ID 441263844087

Hello Toby,

Hooray! Thank you for contacting Florist Express. We appreciate your
feedback.

Order 441262844087 was delivered on the 2nd of July. The order you are
referring to that didn't get delivered was on the 10th of July which I don't
see a order in your name for delivery on that date.

If there is anything more we can do to help, you can reply to this email
or call us at 800-493-3219 to speak with one of our friendly customer
service agents.

Warmly,

Caleb C
ProFlowers Florist Express



Original Message Follows:
------------------------
Caleb C,

So you don't show an order ID of 441263844087 in my name? Because one of the orders in that ID was delivered on time...

Sincerely,

Toby


-----Original Message-----
From: Florist Express Order Status
[mailto:order-status@service.floristexpress.com]
Sent: Saturday, July 13, 2013 12:10 AM
To: toby
Subject: Re: Upset Again - Order ID 441263844087

Hello Toby,

Hooray! Thank you for contacting Florist Express. We appreciate your
feedback.

I apologize for the disappointment this has caused. Unfortunately I am
unable to locate a order from you for delivery on the 10th of July. If
possible, please provide a order confirmation number for that order.

If there is anything more we can do to help, you can reply to this email
or call us at 800-493-3219 to speak with one of our friendly customer
service agents.

Warmly,

Caleb C
ProFlowers Florist Express

Original Message Follows: ------------------------


To Whom It May Concern,

I REALLY don't know what is going on with Proflowers/Florist Express
lately!

Last month there was a mix-up where your company did not provide the
"Deluxe" size arrangement that I ordered and did not deliver the
Lg-Stuffed Animal that I paid for until the following Monday.

Now - as I sit here in the Persian Gulf region - I find out that the
order I had for 10 JUL 2013 delivery never happened.
As your records will show for this order (441263844087) I purchased four
items to be delivered in July and August timeframe. The first order
(America the Beautiful) was delivered in a timely manner on the
prescribed date of 2 July. The next item that was supposed to be delivered was the "White Lace Centerpiece" - this scheduled delivery was for 10 July -
this order was never delivered. I had told my girlfriend that it would be
delivered on the 10th, and even though she finished work at 5pm that day
- she stayed at work until 6pm to await its delivery.

You can imagine how disappointed I am with your company today. This is
the second time in as many months that your company did not process or
deliver the items that I have requested.

This order has an additional 2 items pending for delivery as well - but
I'm not filled with confidence that these items will be delivered.

What is the way ahead here? I have three more months on this deployment
and thought that I had found a good company to utilize for my flower and
gift needs for my girlfriend. But today - I am not so sure that your company
is right for me.

Sincerely,

Toby
Comments:1 Replies - Latest reply on 2013-07-16
Posted by trmn8r on 2013-07-16:
I read only a few sentences - the important one to me was "I will look for a florist in the area of my girlfriend."

That is what I have always done - look up a florist in the area of the delivery and call them directly. It takes a few more minutes, but local is best. All of these 1-800 or internet places are known for messing up. The local florists probably do also once in awhile, but I have never had a problem.

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