Bloomex
Unhappy Customer - Touch of Class Bouquet

I have had a terrible experience with Bloomex.
I have ordered from them twice in the past 6 months and both times have had my flowers substitued. Their website states that there substitution policy in 2006 was 1.3% - however does not have statistics from or 2009 year to date.

Given my track record, the substitution was 100%.

The first time was not such a big deal - I was annoyed they decide for you what the flowers were and do not give you the chance to change them if you do not like them.

However, the second time they substituted my bright colourful bouqet that I was sending to a friend who was sick with a all white calla lillies - flowers associated with weddings and funerals. Which might be fine if she was young - but given she just suffered a stroke, sending funeral flowers was entirely inappropriate!

I have now emailed them 4 times, gone on the "live chat" twice, and called the 1-800 number twice - and not received any kind of answer other than "please see our substitution policy".
The flowers were a - different colour (red and pink to all white), b - cheaper, c - inappropriate due to the circumstances.

The only response I got quoted was there substitution rate was only 1.3% in 2006 - how does that help me now?

Beware - With regards to returns or getting your money back, their policy is that you have to return the flowers (I can't ask for them back!), and then they charge you $9.99 (how can you charge someone to give them their money back??!?!?)

So they long and the short - it sounds like they are great if they don't substitue your flowers. But there is no resource if you have any problems with your order, and if you are looking for a particular flower or arrangement, then be careful because they will inform you they have substitued your order with something entirely different with out giving you a chance to agree or change if you are not happy.
And it is pretty much impossible to get a response from them if you are not happy with your order (4 emails later with nothing but a reference to their website...)

Company: Bloomex
Country: USA

  <     >