1-800-Flowers.com Complaint - Ruined Mother's Day
CARLE PLACE, NEW YORK -- Figuring there might be problems with deliveries on Mother's Day (5/8/11), I thought I'd try to get ahead of the rush. On May 5, 2011 I placed an order with 1800Flowers.com for two identical items one going to my mother and one to my daughter-in-law. Both of these individuals live in the same county, in the same state. The order confirmation I received at 10:05 AM indicated normal delivery hours were 9 AM to 7 PM - I figured great, that gives them roughly 9 hours - shouldn't be any problem getting them delivered.
I got a delivery confirmation for one of the orders later that night (5/5) but nothing regarding the second order. The next day (5/6) I used the 'Track Orders' option on the 1800Flowers.com website and saw there wasn't delivery information for order number two. I noticed a note on the webpage that indicated sometimes the independent florists do not notify them quickly so there could be a delay in the information shown. Fair Enough.
I called the 1800Flowers.com customer service number at 11 AM and spoke to Kayla in customer service. After being on hold for 10 minutes, Kayla came back online and told me they could not get in touch with the florist to either confirm delivery or let me know the order hadn't been delivered. I explained to Kayla how frustrating this was and now the only thing I could do was contact either my son or daughter-in-law to find out if delivery was made.
I contacted my son and he let me know there had been no delivery as of 1:30 PM on 5/6. I sent an email to customer service via their 'Contact Us' page and explained all the details and posted a 'not-so-nice' comment on their Facebook page. Someone named Tina Flowers with the company sent me a private message on Facebook asking for the details and said she would try to help me. After some back and forth she apologized and said delivery would happen Saturday (5/7) and they would give me a 50% credit for the delivery - not great but...okay. The flowers would get there by Mother's Day at least. She could not tell me A) Why the flowers were not delivered on 5/5 or B) Why the flowers were not going to be delivered that day (5/6).
Later that evening I received an email from a Michael Hinds with 1800Flowers.com customer service who apologized (so that's 3 people telling me how sorry they are but no resolution....) and that the florist had been contacted and delivery WOULD happen on Saturday 5/7.
Guess what?!?! As of 8:45 PM on 5/7 - there's NO FLOWERS! I immediately called customer service and got another Michael who was, not surprisingly, the 4th person to apologize and put me on hold to check on the order.
When he came back online, he informed me again that he was sorry for the inconvenience and proceeded to tell me the delivery would be scheduled for TUESDAY, MAY 10TH! Almost 1 WEEK after the original SAME-DAY delivery order was placed on MAY 5TH!!
By this time I am furious and tell him this is unacceptable and to just cancel the order and refund the charge. He says he understands and can cancel the order and I "should" NOT WILL but "should" see a credit in 5-7 business days. Really? REALLY?? When the order was placed on 5/5, my card was hit on 5/5 for the order and NOW he's saying it "should" be refunded in over a week???
Moral of the story is, I will NEVER use this company again and I will make sure my family, friends and colleagues understand just what type of service 1800Flowers.com provides. I'll be spending my Mother's Day disputing the charge...joy! (sarcasm)
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