1800 Flowers Complaint - Just Deliver The Flowers Please!
MADISONVILLE, KENTUCKY -- My mother-in-law had surgery yesterday and my husband and I decided on flowers to cheer her up.
We weren't sure about a local florist because my in-laws had just moved to their new house about 3 weeks ago and are still a little unsure of the area themselves.
My father-in-law suggested we go to 1-800flowers.com and get something from there. So we did and found a really cute arrangement with a teddy bear. Since she had arm surgery and the little bear had it's arm in a sling it was a total no brainer that we would want that particular arrangement.
We set up delivery for today after 2:00 P.M. when she would be out of the hospital and home and all was going smoothly until this morning.
At around 10:47 A.M. I get a phone call from Randy at 1-800 flowers telling me there was a problem with the teddy bear for my order and that they did not have the exact bear that was listed online. I said fine, what bear do you have, they told me all they had was a bereavement bear.
I thought I was going to have a coronary! I basically told Randy, for the love of everything please tell me you did not send my mother-in-law, who already thinks of me as the evil witch who stole her son a bereavement arrangement! What he said was that he would immediately cancel that delivery until I called back their 1-800-wait forever-to-talk-to-someone number and we worked it out. So I said fine I will call back as soon as we get home.
I call back and spoke to Nate, who was very sweet and tried his best to help me out. He explained to me what the problem was and instead of having me call back or wait on hold we did a three way conference with the florist. It turns out my dear friend Randy, the one who called earlier said that I agreed to send a bereavement bear since they had run out of the get well teddy bear. I told Nate I said nothing of the sort and that I thought it was seriously inappropriate and unprofessional that he took it upon himself to change my order for me without my consent.
What it finally boiled down to is that they ran out of one bear and are now substituting with just a plain brown bear.
What they need to do is make a note on their site that this bear is currently out of stock. Nate told me that they haven't had that particular bear available since last May. Why is it still for sale then?
Lesson learned, from now on I'll stick to my Vermont Teddy Bears and Yankee Candles. I do commend Nate for doing all he did to help me. And for refunding half my money since we didn't get the arrangement we wanted. Promote him, trust me, you don't want to lose him.