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“VERY FRUSTRATING EXPERIENCE”

written by dreisedk on 21/05/2014

I ordered flowers that were never delivered, and as frustrating as that was, it was not close to the feelings I experienced attempting to reach someone to help me with my issue. I originally ordered an arrangement on a Sunday afternoon, with scheduled delivery for anytime on Monday. When Monday came and went with the flowers not delivered, I became concerned and replied to the confirmation email I had received. I got an almost immediate reply, but a generic "thank you for your order, and someone will contact you soon to address your concerns" type of email. By this time I noticed that the credit card charge was a pending transaction. Now it's Tuesday, and still no delivery, so I called the phone number. I spoke to a gentleman who had to put me on hold twice (15 minutes) and then said he would have to contact the florist and would call me back within the hour-guess what? Never called me back. Now it's Wednesday, and the reason for the delivery in the first place has come and gone...once again I call and once again I am told that they will need to make contact with the florist directly, while I hold...another 15 minutes later I am told that the florist has no record of my order-it was never received. Would I like to upgrade my arrangement free of charge? ABSOLUTELY NOT!!! After cancelling the order I mentioned that I had better not see charges on my credit card, but naturally that had already been processed and would take at least 3 days to be returned to me!! :( Had I not made an inquiry into this order I would have never known that it had not been completed. You are in need of some sort of checks/balances system that lets you know if an order has been completed or not!! If your customer service representatives tell customers that they will follow up, they should be expected to see it through-extremely poor customer service!!