Wednesday, May 12, 2010

Teleflora = Hell-no-flora

I ordered flowers to be delivered to my mom and MIL for Mother's Day. When I placed my order, Saturday, May 8th was not a delivery option - probably because it was the busiest day of the year for florists, so I chose Friday, May 7th. I used because I found a coupon code for 15% off flower arrangements. Sweet!

Friday came and went and I did not receive a call from either my mom or MIL. I figured that perhaps the flowers were delivered late so they would call the next day. On Saturday, we had our usual busy running around with baseball games and then Stephen ran the kids out to get Mother's Day gifts for me. I went bathing suit shopping (OMG, I felt like Cathy, trying to stuff myself into bathing suit after bathing suit), so it was not until I got home at 5pm that I noticed an email from that was sent at 1:40pm (that is 4:40PM ET in Toronto) telling me that they are sorry but the flowers were not delivered "today". Um, today? They were to be delivered YESTERDAY!

I called them to complain and they offered me 20% off for not delivering the flowers on Saturday. I explained that they were to be delivered on FRIDAY so the upped the discount to 40% off and promised the flowers would be delivered on Monday.

Well, guess what happened on Monday? No flower deliver AND no email from telling me this.

I called them back to complain and they said "sorry" and now offered 50% off and delivery on Tuesday. I accepted the offer but was still mad and embarrassed because we had assured my mom and MIL that something would be delivered on Monday. I asked for assurances that I would be notified if the flowers could not be delivered on Tuesday and they promised me that I would get an email. In the meantime though, I used twitter to voice my frustration: Once again the flowers were not delivered - 3 days (not counting Sunday) & counting. I am telling everyone I know never to use #teleflora.

Lo and behold, within 10 minutes, Teleflora was following me on twitter.

@Teleflora tweeted to me to send the order numbers and they would help me. I sent a message telling them I was told that the flowers would be delivered on Tuesday according to their customer service. BTW, my tweets automatically update my facebook status so while I do not have a lot of twitter followers, I do have a lot of fb friends - who incidentally all had good things to say about so I will give them a try next time.

Tuesday came and went and guess what? No flowers delivered. No notification from I called to cancel the order. The customer service agent could not have cared less which irritated me to no end. Immediately thereafter, I sent @Teleflora another twitter message asking why did they bother asking for my order numbers if they were not going to do anything about it? Petty, perhaps, but I felt good sending that note. This was at 2pm PT (5pm ET - the timezone where the flowers were to be delivered). I also called AMEX to dispute the charges on my credit card.

Four hours later, my phone rang and it was Cassandra from Teleflora calling me to apologize for the whole mess. I told her I was mad and embarrassed that they flowers were not delivered but most angry because I was not notified any day other than Saturday that the flowers were not delivered, even though I was promised that I would be told on Tuesday. "Blah blah blah some complaint was left open so no automatic email could be generated" and we are so sorry. She said they would still like to send the flowers and upgrade the product and send chocolates and a letter of apology to the recipients, etc. I told her that I did not actually believe they would send anything and if I did so, how much would they charge me. She said it would be free of charge. Hmmm... I explained that I did not want any upgrades. I did not want any boxes of chocolates. I just wanted the flower arrangements that I ordered to be delivered to my mom and my MIL. Cassandra assured me that they would be delivered on Tuesday along with an apology from Teleflora to my mom and MIL for the delay in delivery.

So, here is it, Wednesday. No flowers yet but it is still morning here (and in Toronto - late morning there). We'll see what happens. If they do get delivered, I will be happy to tweet that Teleflora made things right. If not, I will tweet about Teleflora's broken promises and poor customer service probably many, many more times.

edited to say my mom called at 2:30PM ET to let me know her flowers arrived and they were lovely. Not long after there was a message from teleflora apologizing for my MIL's flowers not arriving yet but promising that they would be delivered. My MIL called later that evening to let us know that her flowers arrived. I am now in Toronto on vacation and I have seen both bouquets. They are nice arrangements. Will post photos later.

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