Complaint Review: 1800Flowers

Failure to Deliver (Second time this year!)

I used the online service to order (Dec 7, 2015) a dozen yellow roses for our 30 year anniversary for my wife. I had no problems ordering online and even used a $20 voucher from a previous non-delivery in February of this year (another story with the same problem).

I tracked the oreder and it said pending on delivery.

No flowers delivered on the deilivery date - Dec 7, 2015

Today, Dec 8, 2015, I contacted their (1800Flowers) customer service to find out what happened. a customer support specialist (in the Philippines) requested my information and profusely appologized about the situation.  I requested to speak to his surpervisor, who he said was busy (?).

Note to Bibi, you can have your CS reps apologize all they want but unless they can answer someones questions or requests then they are not doing their jobs!

The CS rep would not put me in contact with his supervisor or a representative in the USA.

He also stated that the reason they could not deliver the flowers was the florists in the area did not have yellow roses.

Question - Why do you put your phone number, the recipient's phone number and your email on the order form, if you're not going to contact them!!!

This could have been easily resolved by making a quick phone call or sending an email and explaining the situation.  But neither occured!

Finally he said they would provide a full refund & a $20 voucher (where have I heard this before?).

I pressed the issue and said I wanted to speak to someone in the United States of America! He finally gave me another 1-800 number and I thanked him and hung up.

I call the new 1-800 number and guess where the customer service rep was speaking from? Yes, the Philippines!

Needless to say, I told her that she could not help me unless I spoke with somebody in the USA.  Dead air, crickets!

Bibi Brown, VP of Customer Service, needs to clean her act up! I for one will never use this company again and if anyone ever asks me for a good referrel I guarantee I will never have anything positive to say about this company.