I ordered, over the phone, 2 bouquets from BloomEx on May 5th for delivery on May 6th. I spent 20 minutes detailing addresses, bouquet types, and delivery times. Bloomex made a mistake with the addresses. One was correct and the second was a repeat of the first, basically they only entered one of the addresses I gave them, not both. They say they delivered bouquet A to the apartment complex on May 6th but as no one answered the door they left the bouquet outside at the front door of the apartment building for anyone to take... Which someone did as recipient A never got her flowers. I called customer service 3 times never once getting anything but an automated message system. I left three messages voicing my concern. I got a reply back three days after the day that bouquets A and B were supposed to be delivered. They claimed that I never gave them a second address (for bouquet B) and gave me a refund for bouquet A which was probably stolen. This was on May 10th. At this point I had not been charged for bouquet B.
Also on May 10th I received another email from BloomEx saying they had delivered Bouquet B (to the address they claim I never gave them) a bouquet was delivered to recipient B but it was not the bouquet that I ordered nor was it delivered on the right day. I called twice and left messages with customer service (as again, there were no agents available) and finally got so frustrated that I called the sales line and spoke to a woman there. She understood my concerns although there was nothing she could do but leave a note for a manager to call me back, she said that it probably wouldn't be a problem to get a refund on the order and I believed her.
THEN, just yesterday, May 16th (10 days after the original order was supposed to be delivered) I got an email from BloomEx saying that they were going to RESEND a potted plant (again, not what I ordered) to the address that they claim I never provided. I left one voice message at customer service and finally wrote an email saying that I did not want the flowers sent, that I wanted a refund as the delivery is 10 days late and not what I ordered. I received an email this morning telling me that the order was DELIVERED. I phoned recipient B to ask if she had received flowers. She said no but that she did get a call at 9:30pm the night before from a BloomEx driver asking her if she was home for a delivery. She said yes, unfortunately, the address (again, the one they claimed I never gave them) was recipient B's office not her home. She received a call from the driver 15 minutes later yelling at her for not being at the address he had. I immediately phoned the customer service line this morning, May 17th, as per usual no one was available to take my call. I called the sales line and they left a message on my file for a manager to call me. A manager called me promptly. After explaining the entire situation and stating that I wanted a refund, the manager refused. She called me a liar when I pressed her about the driver's gall at yelling at recipient B: "our drivers don't do that", when I questioned her about the ethics of delivery 10 days late for something I never actually ordered and charging my VISA for it without my knowledge/consent she said that they were allowed to do it. Oday is May 17th and a cheap looking half dead flower (yes…one flower) was delivered to recipient B, the flower was not the arrangement I ordered NOR was it in the glass vase that I also ordered. BloomEx refuses to give me a refund or even an apology for the treatment that I and recipient B have been subject to.
I own my own business (I am not a florist so I have no professional grudge against BloomEx as they would obviously like you to believe), and I would be embarrassed if I ever treated ANY customer with such rudeness. Shame on you BloomEx!
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