I ordered an item that was advertised on the front page of newyork-cityflowers.com which was unknowingly processed through goflorist.com. Had I seen these reviews before, I would have saved myself the headache.
I received the wrong flower arrangement last week and called the goflorist.com customer service line to inform them at approx 2 pm. The rep kindly noted that she saw that I indicated "no subs" and assured me that the florist would send the correct order before 5 pm to swap out the incorrect order.
When no one came to swap out the order, I called again at 5:23 pm and spoke to another representative. She checked with the florist and told me that it had not gone out yet. I asked to be notified via email confirmation about when things go out and she said she would make a note of it. I asked if it would still be same day or if it would be the next day. She said it would likely be the next day. I said that would be okay, but then after checking further she told me that the florist refused to send me the item I had ordered since it was not available. The item was on their front page, which is why I selected the premium item. I asked for any other florist in the network to fulfill the order and was told by their rep that it was impossible. I requested a refund and she told me to send a photo of what I received to [email protected] (which I did).
After not receiving any communication, I called again after a few days and once again spoke to Shary (the first rep I spoke to, who was kinder than the second). She mentioned that she received the email and forwarded it to her bosses and claimed that she "almost had a heart attack" when she saw how "unprofessional and arrangement" it was, and that it "wasn't an arrangement at all. It was something from a nursery." She said that I should be able to get a response for a full refund either by EOD Thursday or Friday. She forwarded the request and pictures to her bosses, Amanda and Rachel and she said she was sending a can to the shop and should get a response in a couple minutes. She said she would call me on my cell that day but I never got a call.
A week later, after not hearing anything, I called again and waited on hold for over 20 mins before getting disconnected.
On top of everything, the amount they charged to my credit card is even larger that the charge should have been even if I had received my order in the first place.
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