This online business is deceiving as it states same day delivery all over their home page. The requirements is that you place your order prior to 3pm recipient time zone.
I placed an order for a flower arrangement to be delivered same day @12pm recipient local time for a funeral of a family member. I reviewed other delivery sites, but their online system was able to determine that is would not be deliverable same day. However, Florist Express never stated it would not be delivered same day.in fact, they confirmed and charged for same day delivery.
The next following day I was notified that these flowers could not be delivered same day? As you see that is disappointing in itself that I was notified the next day that it could not be delivered yesterday. To make matters worse I was notified a second time during the same day late in the evening that the flower arrangement still could not be delivered due to a pending recipient phone number (This was not a requirement on the online form). As I was already frustrated I provided the phone number and requested a call back confirmation that it would be delivered. Please keep in mind this is for a family members funeral and at this point we have not been able to appropriately send our condolences due to their horrible service. As the day was near close we still did not receive a call back.
Three days after required delivery date and still no callback/status. I call the customer service department and explain the situation. I am continuously being told that they can't give me a status until the local florist opens for business. What they fail to realize is that I was promised a verbal confirmation yesterday and delivery was supposed to be for three days ago. I go through three layers of bad customer service to only hear the same response (Don't believe it was ever escalated only kept within the customer service floor). I finally opt to have this purchase refunded as I am utterly disappointed and left with a bitter taste. However, they inform me that my purchase can not be refunded as they have already placed the order with the local florist yesterday (2nd day after requested date).
As I have no control over getting my refund at this instant, I await a response. The supposed manager has the gall to inform me that my "Same Day Delivery Charge" will be refunded? That is a given are you serious? I want the full refund, but they are unwilling.
In short given the time chasing them down and money spent, I could have had this taken care of myself w/o all the headache. Now, I am stuck with a charge for an undelivered flower arrangement to deceased family member. Horrible false advertisement and service.
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