June 24th Around 9am PST
I ordered a fruit basket according to the pictures on line. I selected the most expensive for my mother's 85th birthday. It was delivered in a basket that had a loose tag printed made in china and also a tag containing advertisements and varied prices for Bloomex. My birthday note that I had dictated was on the back side which no one had seen. The fruit basket was thought to be missaddressed and meant for the poor. Not aware of that fact when I called my mother to find out what was in the basket. She itemized what was in it only to find out there was no pineapple, no plums, no peaches, no grapes, no cherries.
I called and complained and was told a supervisor would call me. I waited and decided to again e-mail the complaint. I was responded by e-mail that a supervisor had tried to call but there was no answer. My phone works, I get calls and I have call waiting. A bad excuse. I re - e-mailed for help again. This time a supposedly supervisor called. I was told they would pick up the misassembled basket. I made it very clear that I did not want any replacement because I felt it was fraud and contacted American Express in dispute of charges.
I could no longer trust that company. The supervisor after reviewing some of the issues said they would refund the full price but according to their policy
I would expend $9.99 for the pick up charge. It's not the amount they would normally charge but by principle if there is fraud I shouldn't be charged anything. They need to investigate the source of shipment and make sure all is there even take digital pix to protect themselves.
We'll I must say the supervisor needs a few courses in customer relations. All she could do is talk over what I was saying and kept repeating the company policy. I am a business man and handeled complaints for more than 400 employees. I have always listened carefully to the clients needs. Well, this poor quality supervisor for the most part talked over my saying more and told me "The reason was that I talked all the time and how could she say something) which she kept saying over me "This is our company policy" No doubt we all have our policies but there are certain circumstances that need flexibility especially if fraud is involved. She asked me if I had a pix of the fruit basket. Now remember I live in Palm Springs California and the basket was delivered to Aurora Ontario Canada. Get the picture! This upervisor then tells me we substitue other fruits when we can't get them. To my knowledge grapes are in season and any items that were missing I can easily get from any grocery store and this is likewise in Canada. I restated that since it was fraud they should absorb all cost and certainly apologize for the inconvenience. All in all she hung up on me as if she had enough to say. I hope that this company finds better customer relations employees. These are the types that make companies go under. My mother has only one 85th and I feel I have now missed the occasion. Shame on the Bloomex's supervisor. Oh by the way, she sits in Ottawa she closer if she needs a picture of the basket that was expedited from Torono whereas I the Client am in Palm Springs Cailfornia. This was an extremely rude way to end a conversation. Whoever reads this e-mail, I would like it forwarded to the President of the company (Not just the Supervisor).
Regards,
Francois Taillefer
[email protected]
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