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2015-04-08
1/5
"I am soooo upset and embarrassed, I placed two separate orders for two separate days. The first one ordered for one of my friends was the 24 red roses in a Waterford vase. They were supposed to be sent to my office, in my name, to be given to a friend for a wedding gift at a surprise shower. Some of her other friends and I were going to go in together and buy her with a Waterford crystal vase but I had seen this vase w/ the 24 roses at 1(800)flowers and told them about it and they all chipped in. I called 3 days in advance and was assured they would be there on Wednesday, 4/7/2015 by 2pm, when we were having our surprise luncheon for her. At 2:30pm they had not arrived so I called the 1(800)flowers number (which is outsourced and not in the United States), but I once again was assured they would be delivered but this time I was told by 5:00pm via UPS. I was upset as this was so carefully planned but okay fine, at least she would get them on the right day. Well, you guessed it, they were a no show and we were in the office until 8pm. I called "customer service" (again, not in the U.S.) this morning and told them what happened and I am told "Oh, I am sorry, let me check on where your order is." I gave her the order number and the woman puts me on hold and then comes back with the wrong information! She pulled up the information for my second order set to be delivered on 4/9/2015 and says "Oh ma'am, you are wrong about your order, you did not order the ..................., you ordered the..................and it is not set to be delivered until tomorrow". I go through the whole story and once again give her the order number. She puts me on hold a second time, comes back and says she can't find my order. So, for a 3rd time I explain there are 2 orders for 2 different items and I am giving her the correct order number. I repeat the number a 3rd time and she says "Oh ma'am, I got the wrong number, let me check again". She comes back after the 3rd try and tells me there was a problem with my order so they cancelled it!" Really!!! Okay, I gave them 2 different phone numbers to reach me, plus my email addy. Why the heck would they ask you for a phone number(s), or email address, if they are not going to contact you if there is a problem? She could not answer that question! I asked for an immediate refund of my $120.00. She proceeds to tell me she can just "re-submit" my order and it will be delivered on Monday, 4/14/2015 - by 2pm! Really!!! I explained that this was for a "special" occasion and getting it a week later would not help me. She offered to have it sent today but it would be an additional $65.00 plus tax and $2.00 for delivery today! Really, you mess up my order, and then "offer" to have it delivered the next day but will charge me a total of $73.00 more! Could I have given it on another day, sure but that was not the point. I again said "just refund me for the purchase" She then says "well, if that is what you want ma'am, I will have your money refunded but it takes 5 to 7 business days. If you will just keep your order, I will give you a 20% off coupon for your next purchase." OMG, really! You charge my c.c. immediately, mess up my order, want to charge me extra to fix your mistake and now I feel like you are trying to push me into keeping the order w/ a 20% off coupon for my next purchase!?! I told her no and now I want to cancel my second order, set to be delivered tomorrow, and she tells me it's to late and I cannot get a refund on that order as it has already be shipped and since there is nothing wrong with it (that we know of) she cannot refund the money for that order. 1(800)flowers have put me in such a difficult position. I am devastated, embarrassed, and upset. I feel like I let down the other girls as this was my part of the surprise shower and I let everyone down. I like a heel because we had no gift for our friend yesterday. I had to give the other girls their money back, rightfully so of course, since I had no gift to show for their money, while I have to wait 5 to 7 days for my refund. On top of that I still need to buy a crystal vase for my friend. One last comment/question: "1(800)flowers what happened to "customer service, and why can't I talk with someone in U.S. who understands me and I can understand them?""

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