I am a male/customer of your Australian service; Brisbane, Queensland in particular.
I am currently living in Longreach, QLD and in a long-distance relation with my fiance who lives in Brisbane, QLD which is a 14 hour drive from my location.
On the 3rd of November, 2014 I placed an order #1189297 to be delivered on the 4th of November 2014. At this time, I was unaware the warehouse that puts the orders together was closed for the day. I thought that due to the fact that I was able to select the 4th as a delivery date, that i was to be sent.
At 5:00pm on the 4th of November 2014, I was notified by the intended recipient of the flowers that the flowers did not get delivered. I contacted the company querying this. They notified me that an email was sent at approximately 7am on the same morning say it is unable to be delivered. This email was sent to my junk file and I did not notice it until after this phone call.
They informed me that it was to be sent on the 5th of November. My fiance was not going to be at the delivery location from this date until the 9th of November and would not be able to receive the flowers. I informed them of this and they stated that it was too late, and that the flowers were in transit and would not be returned. I told them the flowers would have no recipient now and would not be able to be collected for 4 days and would surely be wilted or not in good condition.
I stated I wanted a refund on my flowers as I paid a lot of money for them and they are now essentially worthless. They stated that once the order has been changed to "delivered" then I can claim non-delivery and get store credit. I was displeased with this as I no longer wanted the flowers as they were for a specific occasion, which has now passed and that I wanted my money back. They refused.
Since then, I have been in contact with a few persons at the Brisbane location. I am overly displeased with the customer service I received. I was not treated with respect and this made my overly agitated and furious. They would not offer an outcome which was suitable and I was unable to speak to the persons I wished to speak to. (The managers)
When I requested I be called back when the manage was in, they said they would pass on the message. I did not receive a call.
When I asked the name of the person I was speaking to, she said it was Sarah, but nothing else. When I told her she was not helping my situation and being highly unsympathetic, I was hung up on. This made my 100% angry and I will never be using the company again for my flower deliveries.
I am still waiting for my money back. They told me I can claim non-delivery once the status has been changed to "delivered" but it has been 1 day since the supposed "delivery" but the status has not been changed. I an unsatisfied with the service I have received. I paid an excess of $50 for flowers which were never claimed or delivered to the intended party. I would like a refund on my product.
I expect a swift reply.
Regards
Jacob.
Store Representative
Hi Jacob, Thank you for providing your post. We were sorry to hear about the confusion regarding your order, and that your email update went into your spam folder by mistake. We apologize that the courier was unable to deliver to your area. Our overall customer satisfaction rate is nearly 98% so unfortunately your order was the exception. I believe by now that things have been resolved as we did make several attempts to sort out a resend of your products and/or provide credits. If you are still dissatisfied with our products or services please feel free to get in touch again as we stand behind both. We also responded on Facebook, which we hope provided some added clarity. Sorry again that the courier was unable to deliver to your area and that you did not see the email in time. Best regards, Bloomex
Never use Bloomex! They do NOT deliver what you expect! I tried to upload photos but the sever crashed.... But please read!
Recently for Mother's Day, I ordered a bouquet from the Mother's Day Designer Collection. This collection had a selection of 4 types of flowers in pale pink, purple and blue tones.
I ordered for the delivery to be on Saturday the 9th May, and paid extra for this delivery.
Last year I used Bloomex and although I did not see the recipients result, I had the opinion the service was good. I received an email with discounts for this Mother's Day, yet I paid $10 more than what the email stated...
Now, the flowers were delivered on the Friday at 745am. They were delivered by FastWay couriers. And the flowers the recipient received were nothing like I had ordered.
I have since sent a complaint to Bloomex but as a result, they are avoiding all possible responsibility. The bouquet I ordered, as stated about, had 4 kinds of flowers. My recipient only received ONE kind. Irises.
Bloomex Management are now using a clause of theirs to remove responsibility;
"Bouquet includes Designers Collection of a beautiful mix of at least 12 stems of assorted Mothers Day themed flowers or a single type of flower, like Roses."
Well, I would have been happy with Roses! Not Irises! I could have easily have gone down to the local super market and gotten a bunch of Irises for 1/4 the price I paid for this shonky bunch. I have used many online florists in the past who deliver what is expected. Having a clause like Bloomex does is just a way to remove their responsibility but still retain the cash. Because I doubt I am the only "customer" to have been ripped off giving them a good profit margin.
If you do decide to use them, and want to send a message with the arrangement, don't expect a little card to be attached as every other florist does. No, Bloomex wants you to buy a card. Otherwise the message comes printed on the top part of the delivery details, on the back of which is Bloomex Advertising and a "special offer"!
One last smaller detail, the flowers do NOT come with a pouch of flower food. Flowers from Coles come with it, and those flowers are cheap as chips!
Our friend who loved sunflowers died on April 16th - no funeral. I ordered a large sunflower bouquet pictured on the Bloomex website(below left) over the telephone with an agent for his widow. A small, half dead bouquet of another type of yellow flowers (below centre)was delivered. We ordered a sympathy card with a condolence message from the friends. A red and black card with no message and no indication of the senders was sent. Bloomex repeatedly made excuses and promised to resend. The total bill was $82.50. When nothing arrived by May 5th, another florist was contacted. A less expensive beautiful bigger bouquet of sunflowers arrived.
I asked for my money back from Bloomex. They said that they could resend the flowers but they could only credit $58.98 to my account for future purchases. So I said resend with a card to my mother for Mother's Day. The flowers arrived (below right)at my home not my mother's, addressed to the widow not my mother, with a card without the message I had sent.
Absolutely disgusted! Ordered a dozen ASSORTED roses for my mum for Mothers Day and when she received them they were almost dead!! The petals were brown and wilted and the babies breath was dead. Also, she didnt receive assorted roses, all she got was pink! The flowers were almost drooping. By Mothers Day, only 2 days later my mum had to throw them out!!! She went and got a bunch from Aldi for $10 which were 100% better than what Bloomex sent out. When I called customer service, I was spoken to in rude manner by 2 different women and hung up on, twice!! So much for providing excellent customer service and Freshest Flowers guaranteed. I would NEVER use this company again. When I asked for my money back I was told that isn't an option and they would resend my flowers. I didn't want anything to be resent. I don't trust who this company have as their flower suppliers and would NEVER use them again for ANYTHING!!! I think the pictures speak for themselves. Don't waste your time with this company. Flowers and customer service are HORRIBLE!!!
Store Representative
Hello Clare,
Thank you for feedback on the product received. We apologize that the product did not meet your expectations. At Bloomex we are committed to customer satisfaction. Can you please provide your order number so we can follow up with the issue.
Flowers delivered weren't what I ordered. Delivered 2 days after requested delivery date. They used fast way delivery company obviously not fast. Flowers were sitting in hot water. Tried contacting bloomex by email and on their toll free number and no reply. SHOCKING SERVICE
Don't use this company get them off online ordering
I ordered flowers 11 days ago that were supposed to be delivered in the 21st Dec (9 days ago). The flowers have still not been sent and and after several emails going back and forth I have still not got anywhere. I keep receiving emails that ate just templates and have nothing to do with my complaint ie. they cannot offer a refund on flowers that have been delivered (note above, flowers still not delivered)! Another email said "as stated in our policies, photos must be reviewed within 7 days of delivery" Now after telling them in every email sent (at least 8) that the florets haven't been sent they still are not getting the picture. I have even tried cancelling the order and requesting a refund but cannot get my point across as they don't seem to actually read my emails. I strongly recommend you avoid this company
Don't use Bloomex if you care when the flowers arrive
Ordered flowers for a doctor in Brisbane who was retiring. This is someone who I've known for 25 years. They advertise next day delivery, but I ordered on the 9th, for delivery on the 16th, so well in advance. I ordered delivery for the day before her final day, so there would be no hiccups with delivery.
In spite of the considerable lead time, the flowers were not delived on the 16th. They were not delivered on the 17th, the last day of practice.
I didn't receive an sms or call from my friend by the evening of the 17th and so contacted Bloomex, to find they hadn't delivered (yet). No apology. No acknowledgement the order was late. No notification of nondelivery. At that point they said they'd deliver in the "next couple of days."
Of course, delivery to a hallway in front of an empty office wouldn't have made much sense, so tried to cancel the order. I said I was upset by the fact my flowers hadn't reached the recipient, and the person at the call centre in Auburn was dismissive and rude. At this point I found various review sites where the reviews were often of similar issues, many, many bad reviews.
I tried to get a manager, and was put on to someone who gave her name as "Carolyn Bloomex" and insisted that was her real name. She was downright rude, and when I complained and pointed out that not only was the flower delivery a disaster, but there was no apology, she said "I don't need to apologize."
This is the sort of business this is. They don't care, as long as they get their money. They don't care if the flowers get delivered, or if they get there on time. They don't care if costomers are unhappy, and they don't bother to let them know if there are problems. They run a shonky, undependable business, and aren't worried if customers are unhappy. After all, they are online, and there are always more suckers.
Store Representative
Hi Nora, Thank you for your feedback. Do you have an order number so that we may follow up with the issues mentioned?
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I am a male/customer of your Australian service; Brisbane, Queensland in particular.
I am currently living in Longreach, QLD and in a long-distance relation with my fiance who lives in Brisbane, QLD which is a 14 hour drive from my location.
On the 3rd of November, 2014 I placed an order #1189297 to be delivered on the 4th of November 2014. At this time, I was unaware the warehouse that puts the orders together was closed for the day. I thought that due to the fact that I was able to select the 4th as a delivery date, that i was to be sent.
At 5:00pm on the 4th of November 2014, I was notified by the intended recipient of the flowers that the flowers did not get delivered. I contacted the company querying this. They notified me that an email was sent at approximately 7am on the same morning say it is unable to be delivered. This email was sent to my junk file and I did not notice it until after this phone call.
They informed me that it was to be sent on the 5th of November. My fiance was not going to be at the delivery location from this date until the 9th of November and would not be able to receive the flowers. I informed them of this and they stated that it was too late, and that the flowers were in transit and would not be returned. I told them the flowers would have no recipient now and would not be able to be collected for 4 days and would surely be wilted or not in good condition.
I stated I wanted a refund on my flowers as I paid a lot of money for them and they are now essentially worthless. They stated that once the order has been changed to "delivered" then I can claim non-delivery and get store credit. I was displeased with this as I no longer wanted the flowers as they were for a specific occasion, which has now passed and that I wanted my money back. They refused.
Since then, I have been in contact with a few persons at the Brisbane location. I am overly displeased with the customer service I received. I was not treated with respect and this made my overly agitated and furious. They would not offer an outcome which was suitable and I was unable to speak to the persons I wished to speak to. (The managers)
When I requested I be called back when the manage was in, they said they would pass on the message. I did not receive a call.
When I asked the name of the person I was speaking to, she said it was Sarah, but nothing else. When I told her she was not helping my situation and being highly unsympathetic, I was hung up on. This made my 100% angry and I will never be using the company again for my flower deliveries.
I am still waiting for my money back. They told me I can claim non-delivery once the status has been changed to "delivered" but it has been 1 day since the supposed "delivery" but the status has not been changed. I an unsatisfied with the service I have received. I paid an excess of $50 for flowers which were never claimed or delivered to the intended party. I would like a refund on my product.
I expect a swift reply.
Regards
Jacob.
Thank you for providing your post. We were sorry to hear about the confusion regarding your order, and that your email update went into your spam folder by mistake. We apologize that the courier was unable to deliver to your area. Our overall customer satisfaction rate is nearly 98% so unfortunately your order was the exception. I believe by now that things have been resolved as we did make several attempts to sort out a resend of your products and/or provide credits. If you are still dissatisfied with our products or services please feel free to get in touch again as we stand behind both. We also responded on Facebook, which we hope provided some added clarity. Sorry again that the courier was unable to deliver to your area and that you did not see the email in time.
Best regards,
Bloomex
http://www.fairtrading.qld.gov.au/lodge-your-complaint