FTD Complaint - Non-Delivery / Non-Notification
I ordered flowers for delivery directly from the FTD website on Thursday, 12/7/2006 for my mother's birthday. I requested a delivery date of 12/9/2006 and completed my order as instructed -- by providing my email address, my daytime phone and my evening phone. On Saturday morning, 12/9/2006, I emailed Customer Service at approx. 10:00 a.m. requesting confirmation of the delivery. Finally at 2:00 that afternoon, I received an email response from Customer Service stating that the arrangement I had requested could not be delivered until 12/12/2006 and suggested that I call Customer Service if I wanted to discuss the order or cancel it. I, of course, called Customer Service and proceeded to hold for 40 minutes (ironically listening to their taped recording of how important my business was to them). When a live person finally answered, I gave her my order number which she was unable to pull up on her computer as it was "pending." So there was nothing further that she could do. To wait for 40 minutes for this type of response was unbelievable. I asked to speak to a supervisor -- by this time I was less than amused and asked if it was company policy to NOT notify customers of impending problems with delivery. I stated that a 1 minute phone call from an employee notifying me of a problem at any time prior to the delivery date would have avoided all of the frustration (otherwise why ask for all of my contact details) -- not to mention saving my sanity from being on hold with the monotonous recording telling me how important I am. As it was, my mother never received her flowers for her birthday and it was much too late by then to make alternative arrangements. I could kick myself because after checking around online -- obviously this is not a new problem with FTD. I personally will never use FTD again. It's much too frustrating and upsetting.