On May 6 I ordered flowers and candy online through the Teleflora website. The delivery date of May 6 was confirmed through that system at the time of the order. My bank accounted was debited yet that day for the total amount. The order was not delivered on the promised date. I called the customer service line on the morning of May 7. After being disconnected before reaching an agent, I called back and waited for over 15 minutes to speak with someone. I was told that the order "might" be delivered on May 7th and the agent could not tell me anything else. I then submitted a customer service complaint online, to which I received an e-mail message saying I would need to provide an alternative delivery date by calling customer service again. I immediately did so and was then told that a delivery could not be made until sometime after Mothers' Day, regardless that the system had confirmed a May 5 delivery date. I was given no recourse other than to cancel the order; I was also told that it would take 3-5 business days to credit my account for the $113 debit they took on May 5. After asking for some type of compensation for my inconvenience and disappointment, I was offered a 20% discount on my next order. My husband then called customer service again and after 30 minutes and having to speak with several different agents was finally made an offer of 50% discount on a re-order of the original order and was told the delivery would be made May 9.
This has been an exceptionally time-consuming and frustrating process, with the unfortunate outcome that my mother will not receive her gift from me until the day after Mothers Day. I have never before had such a dreadful online ordering service experience and my husband and myself shop online 2-3 times a week, at a minimum.
This company has a huge amount of room for improvement and reflects very badly on the online floral industry.
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