Florist Express .com Complaint - Florist Express Rip-Off & No Such Thing as 100% Customer Guarantee

Review by annij on 2010-02-13
OLD SAYBROOK, CONNECTICUT -- I specifically chose a Baby Boy Floral Arrangement with a red wagon for same day delivery to send to my daughter upon the birth of her first baby. It was one of the more expensive arrangements due to the unique keepsake red wagon that said It's a Boy on it. There was nothing stated on the website that they may substitute another arrangement if that one was not available. Well she did not receive what I ordered-instead they sent a cheesy ceramic container. Called their customer service and it was a horrible experience. After holding for over 10 minutes, the representative I spoke with acted like he was on something and laughed & giggled throughout the entire conversation and repeatedly put the call on hold to ask his supervisor for help. I was on the phone with this guy for over 30 minutes refusing to just let it go and get the brush off as this was an expensive item and delivery alone was $15.99. He finally said I should have been notified the arrangement was unavailable & given the choice to cancel the order. I was never contacted by phone or email. They offered 20% off the order which I refused. I asked for either the correct arrangement to be delivered to my daughter or a refund as they promise 100% Satisfaction Guarantee on their website. He finally agreed to send the correct one and it was supposed to be delivered to the hospital by 9am this morning as she was to be released by 11am. It never arrived and their Customer Guarantee is a total joke and will never use them again. They are partnered with and linked with them if you need same day delivery, but they are a separate company so ProFlowers will not help. Beware of this company-once they have your money they don't care at all and do not stand by their guarantee.

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