Florist Express Complaint - Worst Experience Ever!!!
My boyfriend's mom was in the hospital getting a hip replacement. I ordered the flowers the day of the surgery (Tuesday) and requested they be delivered the next day (Wednesday) to avoid any complications in case she was still in surgery when they tried to deliver them. I got a call Tuesday night informing me they had tried to deliver them but she had checked out. So I called the hospital and got her room number and called the flower company back so they could deliver them. I didn't hear anything again after this. No delivery confirmation or anything. His mom is the kind of person who would at least mention something or say thank you so I began to get a little worried. We had a long weekend off from school so my boyfriend went home on Friday night to visit his mom. She had gotten out of the hospital early but I was informed she never received the flowers. I emailed customer service and asked for an explanation.
A woman called my house and told me they had kept calling the hospital and every time the hospital said she had checked out. I had given them the room number so there was absolutely no need for them to be calling the hospital and I knew she was clearly in the hospital so there was a hugeeee lack of effort on their part. Also, you would think if the hospital actually told me she had checked out they would call me and say something! But no. They had intended to just forget about my order and keep the money.
While on the phone with the lady, I asked if I could just cancel the order altogether as it was now Saturday, she was out of the hospital and their policy was flowers the same day or the next day. Amazingly, right after I said this, the woman and I were disconnected. Don't get me wrong, she had a terrible connection. It was hard to hear her in the first place because everything was fuzzy but she didn't even call me back!!!!
At this point I had no idea what was happening with my order so I waited till Sunday to see if they'd call back. They didn't. Sunday I sent them a follow up email explaining that I'd been disconnected and just wanted to follow up and make sure my order was cancelled. They responded saying they could cancel the order or they would be willing to upgrade the flowers from a medium bouquet to a large one and write a formal apology to my boyfriends mom explaining what had happened and deliver them to her home on Tuesday. It was Sunday afternoon and I thought there was no reason they couldn't be delivered on Monday but seeing as Monday was Valentines day I understood they would be busy. I should have just cancelled my order but instead I sent them an address and asked them to upgrade the bouquet. Monday afternoon my boyfriend told me she'd received the flowers. I was glad that they got them there on Monday, but once again it wasn't what they told me. I asked him to send me a picture so I could make sure they were even the right flowers (my experience had been so bad I half expected they would give her any random flowers). The picture I received had the right flowers but the bouquet was tiny. I would have hated for her not to have gotten the medium like I'd ordered if that was the large. I asked if he'd gotten the apology from the company like they promised and was surprised to hear that they only got my card. I'm now really embarrasssed because I look terrible since she's out of the hospital and only getting flowers a week later and have concluded that because she didn't receive an apology she didn't get the flower upgrade either.
Florist Express delivered the flowers a week late but had no intention of delivering them at all, never wrote a formal apology and never gave me the promised upgrade. They had terrible customer service, they would say one thing and do another and because the flowers were ordered online, I would have never known.
Never Ever Ever Ever order flowers from this company!!