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3.3

Thursday, April 28, 2016 - I ordered 12 large arrangements to 12 unique address from 800Flowers with the same business names to be delivered for Hair Stylists Appreciation Day on Saturday, April 30. Price - $79.99. I received a confirmation e-mail and all addresses were correct for order #W004554****6606.

Friday, April 29, 2016 - I received an e-mail from 800Flowers regarding order #14119**** that said "The florist said they received 2 orders for the same person." I am assuming my large order was broken into smaller orders to be relayed to local florists, which is why the order number is different than was originally confirmed. I replied both in e-mail and with a phone call to 800 Flowers to clarify that all 12 of my orders had the same delivery name, because they were being delivered to a business and not a person. I asked the phone rep to confirm that all 12 addresses were unique, which they did. The phone rep said he would call the florist to explain that the order was correct, and should be delivered to both addresses with the same business name. He assured me my arrangements would be delivered on-time the following day.

Saturday, April 30, 2016 - Hair Stylists Appreciation Day - I received photo and thank you message from 10 of my salons that received the arrangement I ordered. One location, 236 Carmichael Way, Suite 320, Chesapeake, VA 23322, sent me a photo showing two small arrangements. The photo showed 6 roses each, and the arrangement I ordered shows 12 roses in the photo on your website. Another location, 1501 Cedar Road, #118, Chesapeake, VA 23322, did not receive any delivery at all. I phoned 800Flowers and explained that in spite the fact that I called to confirm the delivery addresses were all unique the local florist clearly got confused and not only delivered small arrangements when I had ordered large, they delivered two wrong orders to one address and failed to deliver any order to another address. The customer service rep said that the two deliveries to 236 Carmichael Way was due to a "system error" and said someone had signed for an arrangement at 1501 Cedar Road. I asked what the name of the signer was. The name given is not the name of any of my employees in any of the locations you delivered to. The customer service rep apologized and said both large arrangements would be redelivered on Monday. Between explaining and being on hold, I was on the phone close to an hour.

Monday, May 2, 2016 - This day comes and ends, and neither location had flowers delivered.

Tuesday, May 3, 2016 - I Call 800Flowers again and relay my entire story. I asked The representative to review all my order notes. She assured me she did and apologized for my flowers not being delivered. She claims the "reorder was never processed." She assured me both orders would be delivered on Wednesday. As a concession, she offered to e-mail me a $20 coupon on a future order. I pointed out that the contracted florist clearly either can't or won't get this order correct. I suggested she contact another florist. I also pointed out that Stylist Appreciation Day had already passed. Again, about a full hour of my time that I cannot get back was taken up on this phone call.

Wednesday, May 4, 2016 - This day comes and ends, and neither location had flowers delivered. I call 800flowers customer service yet a again, and this time ask to speak to a supervisor. The representative clearly does not want to pass me to a supervisor and asks me to explain the situation, which I did. I first asked if she could review my order notes, which the representative on Tuesday assured me she did. This representative told me she was unable to see any history of my repeated phone calls. I found this odd, since a previous rep told me they DID review my call notes. The information from one of these reps could not possibly be correct. She also tells me that both on Sunday and on Tuesday "reorders were never processed." How is that possible when two times I was promised the arrangements were reordered and would be redelivered. I pointed out to this nice lady that while she and all the other phone reps are very apologetic and nice, clearly the local florist is not willing to rectify my situation. I beg her to pass me to a supervisor because someone needs to be aware of the problems being cause by this florist and the customer service reps, and I really don't have hope that scheduling a 4th delivery will ever result in my flowers getting delivered. I remind her that this delivery was supposed to happen on Hair Stylists Appreciation Day which was 4 days ago, and my hair stylists (employees) are not feeling very appreciated by the lousy customer service we have received. She says her supervisor is "really busy." I told that was OK, I was happy to wait on hold. She placed me on hold for a long while and finally comes back and tells me she is going to process my "reorder." I explain that two other people in her identical position promised me the same thing on Saturday and Tuesday, and neither time did it happen. I explained that my situation was really worthy of her supervisor's time and told her I was willing to wait, no matter how long it would take to get a supervisor on the line. She finally confessed that her supervisor was unwilling to talk with me, but approved a full refund of these to arrangements. She assured me she was processing my "reorder for tomorrow." I asked her what the plan was if these arrangements were NOT delivered tomorrow, considering they were supposed to be delivered on Saturday, Monday, and Wednesday, and she just continued assuring me they would be delivered. We shall see.

I have been a very loyal and request customer of 800flowers. I've never had problems like this and the fact that I cannot relay my problems to a supervisor shows me a system that wants to cover up, rather than correct their problems. I would really appreciate a phone call from someone who cares about the way your florists and 800# reps are delivering your brand.

Patti Robertson

757-472-****

Reason of review: Not as described/ advertised.

1800Flowers Cons: Local florists are not complying.

Location: Virginia Beach, Virginia

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Tina F Jju

Please accept our sincerest apologies for the issue you have posted. Please email me at: wecare@1800flowers.com with your name, the recipientโ€™s name and the delivery date of your order.

Please also include in the subject line pissed consumer and your handle/account name . Thank you.

I look forward to hearing from you and resolving this for you promptly. -Sara

Guest

What most likely happened is this: The real florists that are in no way associated with 800flowers, other than having use of a wire service, which they have no obligation to fill orders they receive from 800flowers, received at least some of your orders. It may not have been just one florist, but several, depending upon locations and each florist delivery areas.

Most real florist will not deal with sending only call centers, which 800flowers is one of many. Reps will send you around the block guaranteeing you things they cannot guarantee, if florists in those areas do not deal with call center orders.

The main reason the florist I work for doesn't accept most orders from call centers is that they do not send enough money for the arrangement they are asking for. Florists have minimums that must include a delivery cost, otherwise they'd be out of business filling call center orders. The orders that get refused at the shop I work for, are such orders.

800flower reps pay no attention to our delivery area zip codes and then send only $39.99 for something they want in a large size, and this quite frankly isn't happening. The prices they send to us do not include any delivery fees whatsoever. At current cost of flowers, especially here at Mother's Day, florists wouldn't even break even on these orders when they have to take out a delivery cost. Some rural areas require a larger delivery as they may be 20 miles one direction from our location.

It's actually better for both customer and recipient if we refuse the order which allows for 800flowers to contact some other florist who may be closer to the destination than we are.

These call centers are really the bane of the floral industry. They cannot guarantee you anything.

They cannot guarantee that the florist will have the exact flowers, especially those that are seasonal, like daffodils or hyacinths which are only available in the spring, but will still be offering arrangements that include those out of season flowers.

I'm sorry you had such a bad experience with trying to get your orders delivered.

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