Complaint Review: Proflowers - Internet

I placed an order for flowers using Proflowers. That month I received a charge on my credit card for $1.95. I ignored it. The following month it was the same thing for $14.95. I procrastinated and didn't do anything. The following month I got no charge, but the next month it was charged twice. It was due to the billing cycle. It turns out that Proflowers was the cause, but it took a cancellation of my credit card and a bit of research to figure that out.

I wrote and asked them for an explanation and this was what I got (canned letter, apparently):

"Thank you for contacting us. We really appreciate your feedback in the EasySaver Rewards program and I am so sorry for your poor experience. Rest assured, we take your comments seriously, and we are on your side. Let me take a moment to just summarize the program enrollment.

After you make a purchase on our site, we offer a $15 coupon. If you click on

that coupon you will land on a registration page to join our EasySaver program. In order to enroll and receive the coupon, you must enter your email address and zip code which is the acceptance of the terms and conditions of the program. Within the terms stated to the left of the "accept" button, is the enrollment process and states the charge of the program. Our goal is not to have you in the program if you did not wish to enroll and we apologize if this was confusing. If you have not already done so and would like to cancel this membership, feel free to call EasySaver Rewards directly at 1-800-355-1837 and simple instructions will be provided to you to cancel.

We totally understand your frustration and will attempt to clarify the

enrollment process for future customers. To follow up, I am going to forward

your valuable comments to our partner group that oversees the program. Our

customer experience is of the utmost importance and we will do anything to

improve your future shopping experiences.

Once again, we apologize for your poor experience and we are here to help in any other way necessary. If you have any questions or concerns, please do not hesitate to contact us. We are available for you 24 hours a day, 7 days a week.

Obviously they never attempted to clarify the process for future customers, because it hasn't changed based on the feedback on this site.

Additionally, I never got a $15 coupon because my order had to be completed via phone because it wouldn't allow me to use a $10 code. So, it could not have occured this way. I sent an e-mail explaining this and was told that the company was not even associated with Proflowers. Gee, could have fooled me with the original e-mail. Here is the second e-mail.

We do understand you are upset and we understand why as well. Easy Savers is more valuable to some customers than others. We apologize for the disappointment you feel. All we can do is give you the information provided in the last email about canceling and contacting Easy Savers. This is due to the fact that we are an entirely different company.

Please accept our apologies, and please call 1-800-355-1837 to cancel your

membership with Easy Savers."

Then I got this third e-mail when I explained again that I expect them to rectify the situation. This time they claim I additionally entered my credit card to accept the coupon. Something I would have clearly remembered doing since I would have paused before entering my credit card number twice for one purchase. Still don't know what the benefits of this program are, since they aren't explained anywhere.

"Thank you for contacting ProFlowers with your freeshipping.com concern. Let me take a moment to summarize the program enrollment.After you made a purchase on the ProFlowers website, you clicked on a link offering a Free Shipping Rebate. We offered you a free 30 day trial membership and also refunded the shipping costs for your order. In order to sign up for the program and receive the free shipping rebate, you needed to enter your contact information as well as your credit card information. Within the terms of this signup procedure, the enrollment process was stated, including the minimal charge of the program. If you have not already done so and would like to cancel, please send an email to [email protected]. Be sure to include your first and last name and state that you?d like to cancel your membership. Your membership will be cancelled and appropriately refunded to your credit card within 2-5 days of acknowledged request."

Still waiting for that refund.

Leanne

Flemington, New Jersey

U.S.A.