We ordered flowers through FTD.com to be delivered to my mother-in-law for Mother's Day. We opted to do this because we live on the other side of the country from her. The order was delivered on Sunday evening AFTER 8:00pm. For a Mother's Day arrangement to get there that late in the day is unacceptable.
My mother-in-law is almost 83 and lives alone. Most people I know wouldn't expect a delivery that late in the day, so when the arrangement hadn't gotten there by 5:00pm, we had to tell her that there was supposed to be a delivery that day.
I called FTD & they said "well, this is the busiest day of the year, and we've gotten more orders than we expected". That doesn't help me—if you can't handle the orders, quit taking them!
When I e-mailed FTD to voice my concern and ask what they would do about my dissatisfaction, they sent a reply apologizing, saying this wasn't typical, and assuring me that next time I ordered through them, the order would be given the attention it deserved. Nothing about having spent money and being disappointed.
I understand things happen, but this is like calling India and having someone read an apology from a script—it accomplishes NOTHING, except for increasing customer frustration. FTD has taken no ownership for screwing up, and they seem to think that's acceptable. It's not. Beware of FTD.com, unless you have very low expectations!
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