I wish I could say that my experience was great, but it was far less than the expectation set by the web site. There are three reasons why my experience was less than desirable.
1) The flower arrangement received looked nothing like the picture shown as the "Deluxe" level that I had chosen so I expected the arrangement to look similar. This is not the case, when you click on the upgrade type it looked more like the "Regular" or as the description pop-up box says "Shown". So really what picture best describes what you are buying…?
2) I made this purchase on 01/29 for delivery on 02/11. When I called customer service to inquire why the picture and the actual arrangement looked very different I was told it is based on the dollar value spent and the current cost per flower. This is downright misleading since you show a picture online of what to kind of expect. I guess the pictures really mean nothing since the prices on the web site change daily to show an inflated savings. As a consumer I would have been more delighted if the actual arrangement looked better than the picture, “Under sell and Over deliver” setting a better value on the expectation.
3) They did not meet the expected delivery time. Since they have an ESTIMATED time of delivery of 8am - 5pm it is only an estimate. So according to the Customer service person a 5:15pm time would be acceptable. I challenged the Estimated time since the web out lines a specific start time of 8am and ending time of 5pm. It is a range so to me it would be delivered up to the 5pm time. This becomes even more of an issue since the web site specifically ask if this is being delivered to a business (and calls out the place to put the business name). I assumed that since most businesses are 8am to 5 pm the delivery would take place at least by 5pm. The customer support person explained that it is only an estimated time so according to their records the delivery took place at 5:15pm and received by Crystal. I was also told by the customer service person that I could have upgraded for more $ and purchased a guaranteed delivery time. Later I inquired from the recipient two things that were completely different than the information I was given by the customer service person, the order was actually delivered at 6:30pm and was not received by Crystal. The reason for a late delivery given by the delivery person is that they originally brought out the wrong arrangement and had to go back to the shop to get to correct one.
I am a reasonable person and since I have also worked in the customer service industry I can understand that mistakes happen. It really comes down to how the company chooses to make it right and listen to the customer instead of putting up walls and stating it was my fault for not understanding the web site and the options I chose for the arrangement and delivery.in my personal opinion this was by far a very bad experience, it would have been much nicer to write a positive review for the quality of service.
Next time I will spend my money directly with a local florist should I even choose to buy flowers as an anniversary gift in the future.
I would not recommend this online service to anyone.
0 comments