USIGN FTD for flowers... Think again... NOTE beware of sending as gift poor value, poor customer service, and flowers died Day #5, roses never opened
My final letter to customer service tells the story...
I am requesting that this be dealt with immediately. I have read your guarantee, and have closely documented all my contact with your company. Something that was supposed to a pleasant experience has been anything BUT!
This is the timeline of my experience in short:
5/23/08 AM contact with representative (Shari) told her I wanted a SPRING arrangement no vase. After some discussion she had be look under search on the web at xx6042 which I told her was fine and I ordered for delivery to ME (I was having large gatherings over weekend and week). I specified I wanted ONLY SPRING flowers no common types (I can buy those myself anytime). Flowers were delivered while I was out working in yard later that afternoon, I did not have a chance to look before deliveryman left. Upon coming into house to put them in water a few minutes later, I noted that they were NOT spring flowers and DID not even look like a SPRING arrangements colors were red and orange. I placed them in water and called FTD. I spoke with a customer service rep James who after a LONG period of time was able to figure out what I ordered (Web numbers had changed while he was out). I told him I was not happy with what I received and also questioned since the majority of the arrangement seemed to be “greens”…with daisies (most of the flowers) 4 roses, 4 Gerber daisy and 1 lily a 3 stems of “spring” type flowers. He told me he would get back to me. My husband arrives home from work and says “it looks” like a fall arrangement when I told him how much he was appalled to say the least.
5/24/08 Receive email from Jim and he requests ASAP I send pictures via email which I do.
5/28/08 Still no contact from anyone flowers start dying despite daily water changes roses NEVER open at all just droop and die. Two of the Gerber daisies were totally dead. I send updated photo to Jim regarding the status of flowers.
5/30/08 Still no contact from ANYONE at FTD, now I call again, and speak to Beth and explain the ENTIRE story…she says there is no record of the rep James ever viewing the pictures I sent. She requests YET again I send all photos to an email of “someone” next to her, which I do. She calls me back with “so sorry” but that is a spring arrangement with NO respect for the fact that it was NOT what I ordered in the first place and yet roses and other flowers died prior to the 7 days. I have made clear from day number 1 it was NOT what I ordered but then the flowers die and well, it was insult to injury clearly!
I have options in recourse as I pointed to Beth who clearly thought “so sorry” was cutting it! These include the BBB, charge back and contact AE where my husband received the initial Gift Certificate. NOTE that the florist NEVER got the message of I wanted a SPRING arrangement. I do know the florist owner has given FTD a $10.00 refund 5/30/08. YET nobody has contacted me!!! Clearly customer service is a problem. Sorry does not cut it and now a weeks worth of aggravation! I will expect to hear ASAP. I have well documented with photos AND emails my attempt to resolve this, and NOTHING.
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