- Report: #177604
Complaint Review: 1-800-Flowers.com - Internet
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Author Confirmed
Why?
1-800-Flowers.com
Internet, U.S.A.
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Tell us has your experience with this business or person been good?
1-800-Flowers.com Ripoff Mishandled my order and my complaint internet
Here is a letter I wrote to this company and their response. I hope you will consider it before doing business with them in the future:
Original Message Follows:
------------------------
2/22/2006 7:53:45 PM
Confirmation Number: XXXXXXXXX
Order Telephone Number:
Your Order Name: XXXXXXX
Home Phone: XXXXX
Your Name: XXXXX
Order Date: 02/19/06
E-Mail Address: [email protected]
Category: Feedback
comments: I placed an order (XXXXXXXXXXXXXX) with your company on Sunday
Evening February 19th. This was for a tropical bouquet to be delivered the next day. It was my girlfriends first day back at work after a hospital stay and burying her grandmother. I had also been a bit of a jerk and
needed to apologize. I checked the evening of the 20th to confirm the flowers had been delivered through your online tracking service. The system said "being processed." On the afternoon of the 21st (one day
late) I sent an email into the automated customer service system. I was shot back the following form letter:
Hello David,
Thank you for shopping with 1-800-FLOWERS.COM.
In response to your e-mail, we wish to inform you that we have sent a message to our shop to confirm the delivery details of your order. Please be assured that we will get back to you with the requisite
information, as soon as we hear from our shop.
If you have any other questions or concerns, please do not hesitate to contact us at the address listed below. Or you can contact us at our customer satisfaction number.
Sincerely,
Rashmi Baweja
Customer Service Specialist
[email protected]
Original Message Follows:
------------------------
2/21/2006 4:50:16 PM
Confirmation Number: XXXXX
Order Telephone Number:
Your Order Name:
Home Phone: XXXXX
Your Name: XXXXXX
Order Date: 02/19/06
E-Mail Address: [email protected]
Category: Status Check
comments: I ordered these flowers based on a delivery dated of 2/20.
Today my order still says being processed. Can I get an updated
estimated
delivery date?
After work on the 22nd (two days late and an eternity in looking like a jerk who didn't even send flowers) I checked online, it still said "being processed" and had recieved no new email from your customer service. I
called your 800 customer service line and spoke to a very nice lady. She informed me that the florist had sent a message to the company on the 20th
stating they did not have the product in stock. This was One day before I got the form letter stating you had contacted the florist and were waiting to hear back and Two days before I had to call you and sit on hold to
be told you couldn't fulfil the order. You do understand that you aren'tdelivering furniture. Flowers are almost exclusively a time sensitive purchase. They are also extremely emotional purchases worth more than
their actual price in many situations. I absolutely would not have chosen your company amongst your many competitors if I knew this was how my order could be processed. I don't think many other people would either.
When I was made aware of this gross mishandling I was understandably upset. Your customer service rep was very apologetic and seemed legitimately concerned. I knew it was not her fault personally and felt no need to get upset with her. Her first line to try and fix this was to
offer me a refund (no flowers were being sent) and a gift certificate to try your service again. I am not sure there is ever an occassion when I will send flowers and rather save a few bucks than pay and know they
will arrive on time. She placed me on hold to speak with a supervisor and offered to send another bouquet and call to apologize There really isn't any point in sending the flowers now. The damage has pretty much been
done. It's not about a monetary loss.
It seems there are only two ways I can make a positive of this situation. The first is that someone higher up that a front line customer service rep whose supervisor didn't even get on the phone to address this themselves.
Someone needs to own up to what seems to be a undamental flaw in the way you do business that allowed the ball to be dropped this bad in my situation. I would like to know that you are now aware of this situation
and specific changes have been implemented to fix these flaws. This is the option I would greatly prefer.
The second option to turn this into a possitive is to make sure that no one else makes the mistake I made. I have alot of free time on my hands being single and will do everything in my power to turn this very letter
into a cultural phenomenon. I will do what is within my power make sure that this letter finds it's way onto every message board and inbox I canfind. People should be aware that this is an acceptable business practice
in your mind to make informed decisions on whether to shop with or investin your company.
The damage is done in my situation. Hopefully this situation will get the attention of someone who could prevent it from happening in the future. My only goal is to see some possitive change come from this situation from no one ever having to be handled this way again. I hope it can be addressed from your end to prevent me from needing to address it.
Sincerely,
XXXX XXXXX
[email protected]
PS Please remove my name immediately from your electronic membership program under the address listed above.
Their Response
Hello XXXXX,
Thank you for shopping with 1-800-FLOWERS.COM.
We apologize that your last experience with us was not a good one and that it had caused embarrassment to you. We understand the value of a gift as and how the unsatisfactory delivery of your order would have
caused disappointment to you and to the recipient.
We feel that your recent experience with us didn't measure up to the standards of service that we like to provide. We can understand your disappointment as the order was for a sentimental purpose.
You are a valued customer and we hope you will give us the privilege of serving all of your future giving gifts. We value you as our customer and appreciate your patience and cooperation in this matter.
If you have any other questions or concerns, please do not hesitate to contact us at the address listed below. Or you can contact us at our customer satisfaction number
Sincerely,
Nitin Sharma
Customer Service Specialist
[email protected]
Feel free to forward this to anyone you like or suggest sites that it should be posted on. I want everyone to know this is a company to avoid.
David
Kansas City, Missouri
U.S.A.
Original Message Follows:
------------------------
2/22/2006 7:53:45 PM
Confirmation Number: XXXXXXXXX
Order Telephone Number:
Your Order Name: XXXXXXX
Home Phone: XXXXX
Your Name: XXXXX
Order Date: 02/19/06
E-Mail Address: [email protected]
Category: Feedback
comments: I placed an order (XXXXXXXXXXXXXX) with your company on Sunday
Evening February 19th. This was for a tropical bouquet to be delivered the next day. It was my girlfriends first day back at work after a hospital stay and burying her grandmother. I had also been a bit of a jerk and
needed to apologize. I checked the evening of the 20th to confirm the flowers had been delivered through your online tracking service. The system said "being processed." On the afternoon of the 21st (one day
late) I sent an email into the automated customer service system. I was shot back the following form letter:
Hello David,
Thank you for shopping with 1-800-FLOWERS.COM.
In response to your e-mail, we wish to inform you that we have sent a message to our shop to confirm the delivery details of your order. Please be assured that we will get back to you with the requisite
information, as soon as we hear from our shop.
If you have any other questions or concerns, please do not hesitate to contact us at the address listed below. Or you can contact us at our customer satisfaction number.
Sincerely,
Rashmi Baweja
Customer Service Specialist
[email protected]
Original Message Follows:
------------------------
2/21/2006 4:50:16 PM
Confirmation Number: XXXXX
Order Telephone Number:
Your Order Name:
Home Phone: XXXXX
Your Name: XXXXXX
Order Date: 02/19/06
E-Mail Address: [email protected]
Category: Status Check
comments: I ordered these flowers based on a delivery dated of 2/20.
Today my order still says being processed. Can I get an updated
estimated
delivery date?
After work on the 22nd (two days late and an eternity in looking like a jerk who didn't even send flowers) I checked online, it still said "being processed" and had recieved no new email from your customer service. I
called your 800 customer service line and spoke to a very nice lady. She informed me that the florist had sent a message to the company on the 20th
stating they did not have the product in stock. This was One day before I got the form letter stating you had contacted the florist and were waiting to hear back and Two days before I had to call you and sit on hold to
be told you couldn't fulfil the order. You do understand that you aren'tdelivering furniture. Flowers are almost exclusively a time sensitive purchase. They are also extremely emotional purchases worth more than
their actual price in many situations. I absolutely would not have chosen your company amongst your many competitors if I knew this was how my order could be processed. I don't think many other people would either.
When I was made aware of this gross mishandling I was understandably upset. Your customer service rep was very apologetic and seemed legitimately concerned. I knew it was not her fault personally and felt no need to get upset with her. Her first line to try and fix this was to
offer me a refund (no flowers were being sent) and a gift certificate to try your service again. I am not sure there is ever an occassion when I will send flowers and rather save a few bucks than pay and know they
will arrive on time. She placed me on hold to speak with a supervisor and offered to send another bouquet and call to apologize There really isn't any point in sending the flowers now. The damage has pretty much been
done. It's not about a monetary loss.
It seems there are only two ways I can make a positive of this situation. The first is that someone higher up that a front line customer service rep whose supervisor didn't even get on the phone to address this themselves.
Someone needs to own up to what seems to be a undamental flaw in the way you do business that allowed the ball to be dropped this bad in my situation. I would like to know that you are now aware of this situation
and specific changes have been implemented to fix these flaws. This is the option I would greatly prefer.
The second option to turn this into a possitive is to make sure that no one else makes the mistake I made. I have alot of free time on my hands being single and will do everything in my power to turn this very letter
into a cultural phenomenon. I will do what is within my power make sure that this letter finds it's way onto every message board and inbox I canfind. People should be aware that this is an acceptable business practice
in your mind to make informed decisions on whether to shop with or investin your company.
The damage is done in my situation. Hopefully this situation will get the attention of someone who could prevent it from happening in the future. My only goal is to see some possitive change come from this situation from no one ever having to be handled this way again. I hope it can be addressed from your end to prevent me from needing to address it.
Sincerely,
XXXX XXXXX
[email protected]
PS Please remove my name immediately from your electronic membership program under the address listed above.
Their Response
Hello XXXXX,
Thank you for shopping with 1-800-FLOWERS.COM.
We apologize that your last experience with us was not a good one and that it had caused embarrassment to you. We understand the value of a gift as and how the unsatisfactory delivery of your order would have
caused disappointment to you and to the recipient.
We feel that your recent experience with us didn't measure up to the standards of service that we like to provide. We can understand your disappointment as the order was for a sentimental purpose.
You are a valued customer and we hope you will give us the privilege of serving all of your future giving gifts. We value you as our customer and appreciate your patience and cooperation in this matter.
If you have any other questions or concerns, please do not hesitate to contact us at the address listed below. Or you can contact us at our customer satisfaction number
Sincerely,
Nitin Sharma
Customer Service Specialist
[email protected]
Feel free to forward this to anyone you like or suggest sites that it should be posted on. I want everyone to know this is a company to avoid.
David
Kansas City, Missouri
U.S.A.
