Complaint Review: Just Flowers

Ordering flowers for my girlfriend, who lives in Texas from Just Flowers, is probably the worst mistake I've made with an online Flower service. I picked, what looked to be a lovely bouquet of flowers, which should have been delivered on 6th Dec, 2013. I called the intended recipient to find out if she had received anything from me, and her response was no. Please keep in mind, I wanted the flowers to be a nice surprise for her on her "birthday.

I used Just Flowers online chat to find out what happened, the person I spoke to "Arienne", stated that she did not see anything indicating that there was a problem with this delivery, and that tomorrow there would be a follow-up, and based on the findings, Just Flowers would ensure that it was delivered, or will be delivered. I called Just Flowers the following morning (10am Central), and was advised by Marco, that the flowers were delivered, but that they could not make out the signature; therefore, nothing could be done until further investigation. I told him, that was absolutely impossible, because my friend has not received these flowers. I was told nothing could be done until they called the florist. Again, no one called me back, so I called them back, and spoke to someone named James. James stated that the flowers had been delivered, and I had explained to him that this was not possible, because there was no one home at the time these flowers were purportedly delivered; hence, who they deliver the flowers to?

James, to my surprise, called me back, apologized profusely and stated that the flowers were not delivered, and that the order was just sitting there. James promised to send the order to another flower service, and that my order would be upgraded, due to the late delivery and inconvenience. I was told by James that the flowers would be delivered on Saturday. Again, I spent the entire day tracking this order, and as of 6:00pm, these flowers were not delivered.

My friend finally had the flowers delivered to her @ 7:20pm that night, and most of the roses where wilted. My friend sent me pictures, which I forward to their customer service. The agent (John or James) concurred that the flowers looked wilted, and that they would have to call the Florist on Sunday to find out what happened. Another apology was issued, and I was told that only a partial refund would be issued, and that they would try to rectify this issue.

I called Just Flowers this morning, and some woman there stated she was not able to get the Florist (Floral Concepts in Katy, Texas), on the phone, and that they would try today. Please keep in mind, James told me that they are open on Sundays, but the lady (Vic...not sure what her name is) stated that Floral Concepts is not opened on Sunday.

I decided to call Floral Concepts and was told by Matt that no one from Just Flowers called him, and that he was opened on Sunday. I called back Just Flowers to let them know that I got in touch with the Florist, and that someone is definitely there, and that I had sent the pictures to Floral Concepts, so they could see that the flowers were wilted. I was told that Floral Concepts did not receive the pics, and that James would forward the pics to him, and I would  hear back from Just Flowers today.

I decided to give Just Flowers a call back, since it was now close to 4:00pm, and was told by this condescending woman (manager) that based on the pictures, they think they were fresh; hence, nothing would be done. At this point, I totally lost it. I said, they've had the pictures since Saturday night, and James or John of Just Flowers concurred that the flowers looked wilted, so why all of a sudden the flowers in the picture are not wilted. Why would it take you almost 48 hours to look at pictures and decide that they are not wilted. I was able to look at the pics and see that they are wilted, and most importantly, the recipient stated the (roses) in the arrangement were wilted, and the arrangement was small and not worth whatever I paid for them. I told the lady (and I use the term loosely) that I was going to report them to the Better Business Bureau, and her response was go ahead. I think this company has this attitude, because they have been able to get away with this. I told her to give me back the measly $10, with an expletive, at this point. I had spent from Friday, up until Monday afternoon. They are about getting your money, and nothing about customer service. I must say, the customer service agents were polite, except for the woman I had to deal with, which I found her to be very condescending.

I contacted the recipient, and asked her to call Floral Concept, and when she called them, the gentleman told her that the delivery person had stated that when she deliverer the flowers, her house was hot. My girlfriend, "hates' the heat, and the delivery person did not have access to the home, the flowers were received in the garage, which is kept extremely cold. In others words, the delivery people are saying that "perhaps" the flowers were wilted, but it is due to the heat in her home, which is quite ridiculous, because the flowers were received at 7:20pm, and the pictures were sent to me after 8:00pm, the same evening.

I'm supposed to get a refund of $10, which I know I will have to call constantly to get back. I've never had such a horrific experience with an online flower vendor, until I came across these people. The only person working there that seems to have a "slight" conscience is James. They are very apologetic, but they will not REFUND, or ensure that they deliver what they say they will deliver, or rectify any wrongs. Total waste of my time and my money. Please take heed.