Complaint Review: ProFlowers

I placed a Mother's Day flower arrangement order and selected a florists choice option and selected delivery for the Friday before Mother's Day.  I paid quite a bit extra for the "rush" delivery.  I rec'd an email later that afternoon from ProFlowers saying that the arrangement I requested was no longer available and asked me to make another selection.  They gave me so preselected options, one of which, coincidentally was the “florists choice” (the original selection I made).  I went ahead and made this selection, again, and received a confirming email that it was received and the order was being processed.  Friday, Saturday, Sunday rolled around and no delivery was made.

I phoned ProFlowers on Monday (the day after Mother’s Day) and waited on hold for 60 MINUTES!!!  I spoke to a rep who stated that the reason the flowers weren’t delivered is because there wasn't an “available” a local florist in the area that could fill the order.  What!?  Why in the world would this not have been brought to my attention when the order was placed, or at least very shortly after so I could have made other arrangements?

Needless to say, my mother-in-law was left with no card, no gift, empty handed on Mother's Day.  This was totally unacceptable and very bad business.  I will never use ProFlowers again!  Oh, but my story goes on . . . 

After emailing their customer service department about my experience, they had the nerve to write back and apologize and say, “We apologize for your bad experience with our company.  We strive for 100% customer satisfaction.  With that being said, we have refunded the total amount of your purchase.  We hope this rectifies any outstanding problems.”  Seriously!  Of course they are going to refund my money, the services were never provided.  Not only that, had they told me a florist in the area was not available, I could have made other arrangements.  When I replied with that response, they wrote back saying “We apologize for the disappointment and would like to rectify the problem immediately by sending a replacement order, courtesy of our team, at no charge to you.”  I thought to myself, “finally, some good customer service.”  I took the time to write them back with the info they requested, name of person to deliver to, address, phone number, day of delivery, flowers I wanted delivered, card note, etc. and thanked them for trying to make an effort to make this right.  Believe it or not, yep, I got another response from them saying “We apologize for the disappointment. Our records indicate that your issue was addressed per an earlier communication with another customer service associate resulting in a refund issued for $54.47”.  Are you serious!?  What in the world is going on over there?  So, I guess that means, no flowers are being delivered after all.  Needless to say, they have defeated me and I no longer have the energy.  Rather, I responded that I would write up my review online so others can decide if they wanted to use this company for their flower orders to their loved ones.