I ordered 2 dozen roses for valentines day which never showed up. I called and couldnt even leave a message because the mailbox was full. I finally got through the next day and was told it has happened a lot and they couldnt make a decision on what to do. after a few calls i was told they couldnt refund because it was the couriers fault but would upgrade to 36 roses. The emails told me they would upgrade plus store credit but couldn't refund. When the flowers showed up today there were 2 extra roses and that is all. I emailed and was told the upgrade was only $10 worth. Not only can they not deliver on time but I was lied too. Every part of this experience has left me irritated.
Store Representative
Hello, Thank you for your post. We apologize for the delay on your roses. Despite hiring extra staff with extended hours, booking extra call lines, and hiring additional couriers, we still experienced a much higher than anticipated call and delivery volume this Valentine's Day. We apologize for any frustration you experienced in reaching customer service help. We did indeed experience an entire truckload of our orders go to the wrong depot on the part of the courier, and our agents worked to try and resolve this as quickly as possible. We apologize if the resend with upgrade was not to your satisfaction. Our customer satisfaction rate is extremely high and your issue is important to us. Please email customer service with your order number should you wish a manager to further review your order history. Best regards, Bloomex Australia
My husband ordered from Afghanistan valentines flowers, they did not arrive despite paying extra for delivery. On 18 Feb I rang to find out where flowers were, to be told they would re deliver a FRESH bunch of flowers, I said I didn't want the flowers just a refund but ended up with a $20 upgrade... I clearly clarified this would be $20 worth of extra flowers in the bunch to be delivered AFTER 4pm! 19 Feb at 1330 I got home early to find a box at the door, to my surprise the flowers were in it!!! A card and a box of chocolates. Flowers were brown on edges, squashed, oasis was DRY and the leaves were falling of the stems. Phonecall 1. Flowers must have been original delivery. Phonecall 2. Date is 18th on label - flowers are replacement. Operator hung up when I expressed my dissatisfaction. Phonecall 3. Called back to get email to send photos to. Call 4. Husband clarified there should be no chocolates - operator hung up after yelling at me and telling me I was wasting her time. Phonecall 5. Called Back to be told to send a photo of damaged flowers and stop wasting operators time. Call 6. Finally communicated that order was not correct as replacement was +$20 floral upgrade not chocolates as I'm allergic to chocolate hence clarifying in call on 18 Feb. Request to send photo of total order.
In every call I was subject to attitude abuse and in one instance being sworn at by customer service rep. Advised I would have resolution by Monday. Complained via face book and husband sent email to confirm my 3 emails with photos. Bloomex replied to him not me, stating he absolutely got what he paid for. NO CUSTOMER SERVICE AND NO STICKING TO THEIR GUARANTEE OF FRESHNESS, DELIVERY ON TIME OR CORRECTNESS OF ORDER. Will be contacting fair trade Australia.
Store Representative
Hi Tanya, As per our many conversations regarding your order, we apologize again that the Valentine's order was delayed by the courier. We did experience a few delays due to one particular courier and we apologize for the obvious disappointment this created. We also apologize if you received any customer service that was inefficient or discourteous in any way. This has been reviewed thoroughly. We are sorry that the resend of flesh flowers with chocolates was not to your satisfaction. The manager was fully informed of your complaints and has reviewed your file and the staff conduct with all agents. As per earlier communication, you and your husband have been a full refund on your order. We hope that this has provided resolution, and we apologize again that we were not able to provide satisfaction earlier. Our customer satisfaction rate is very high and we work hard to resolve any and all difficulties as quickly and professionally as possible. Sorry again for the disappointment and frustration you felt during this process. Kind regards, Bloomex Australia
The only reason you "resolved" the issue is because I took to social media and public forums and have made a complaint to fair trade Australia. The "many phone calls" you quote are the ones I made to you rude staff. To this date the only response I have received is here and yet I made the complaint! As to high customer satisfaction check out Facebook "bloomex sux" I stand by my initial comment "DO NOT USE THIS COMPANY"
Birthday flowers and fruit arrived damaged, dying and with visible mold. Company response was to hang up the phone when I tried to complain. They also made up false names, gave incorrect contact information and tried to invent laws and regulations to defend their appalling practices.
Store Representative
Hello, I believe this was resolved some time ago. We apologized for the fruit arriving in less thank peak condition, as quality is extremely important to us. We offered to resend a fresh basket immediately, but a refund was preferred. A refund was issued. We apologize if there was any confusion regarding communications with our customer service department. A manager was alerted to your messages and investigation ensued with the agents who handled your order. We have an extremely high customer satisfaction rate so your concerns are important and were followed up. Thank you for your feedback and we trust that the issue has now been resolved for you.
Quite the contrary; this order was only recently refunded and only done so after a case was opened with NSW office of fair trading. Bloomex refused a refund outright, disconnected customer service calls and failed to deliver a replacement order that was explicitly assured. I also take issue with your claim to have a high customer satisfaction rate. Your online reviews would suggest completely the opposite and indicate that your assertions in this regard are fanciful. There is no 'confusion' of any kind, your service is sub standard and I urge others considering to use order with you to review the feedback other Australian customers are leaving for bloomex.
My mother order flowers on 26/02 to be delivered 27/02. Flowers did not arrive. Flowers arrived to my office on 02/03. On opening flowers were dead , clearly were in the box from Friday.
I called to enquire & was told that my mother had given the wrong suburb.When I told them that the delivery docket in the box said the correct address, the staff member said yes because they corrected it.I then asked why did you then send me dead flowers.
I asked for a refund , they refused said they would send new flowers with $20 upgrade. Flowers were due 03/03.
Courier called my mother on 03/03 to say flowers were to be delivered prior to 5pm.
Surprise surprise - no flowers arrived.
Again I called to organise a refund. Was told that a Sales Manager would call tomorrow to discuss refund.
Sales Manager called the next morning to tell me flowers would arrive that day. I told her I wanted a refund. She kept on talking that the flowers would be delivered today & as I was only the recipient I could not be relied on for information my mother gave me. She said that a courier did not contact her & that only contact has been through emails.
I ended up ending the conversation as she kept talking over me & was very frustrated.
After reading other reviews regarding them , it looks like they say the same thing to any customer who has an issue.
Store Representative
Hi Julie, Thank you for posting your review. We are sorry to read about the mistake in the address that was provided. In most cases we try to catch the mistake in time and can intercept with the couriers. We are also sorry that your resend of fresh flowers was also delayed. If you care to provide you order number, we will pass along all your comments to the manager for further investigation. We apologize for your frustration as our customers are very important to us. Kind regards, Bloomex Australia
Like every other person who has left a review here, I paid for flowers and also paid an extra $15.00 for next day delivery. After reading all these reviews, I decided to call Bloomex Australia to double check that my flowers would be delivered today as I had paid extra. They assured me the flowers would be delivered between 1-5pm today. The flowers were not delivered by 5:30pm, so we called Bloomex yet again and they were extremely unhelpful - told to check my email, which I had, and had not received anything from them. The line was also terrible - I assume the call centre isn't in Australia? Still have no clue where my flowers that I paid $55.00 for have gotten to.
I will be contacting the Australian Government Fair Trade to put in an official complaint as it seems that this is the only way we can get a refund.
I just wish I had read all these reviews BEFORE purchasing - DO NOT BUY FROM BLOOMEX!!
Store Representative
Hi Emma, Thank you for posting your review. We sincerely apologize if your delivery was delayed. Occasional courier delays do occur, though we make every effort to get orders out on time from production and to their destination on time. Our customer satisfaction rate is extremely high and we do look after our customers. I hope that customer service was able to resolve your issue, but if you would like to leave your order number here I will be happy to investigate as required on your behalf. Kind regards, Bloomex Australia
The flowers were eventually delivered 4 days late even though I had paid extra for next day delivery. The flowers and leaves in the bunch were dying by this stage and the bunch was TINY, definitely did not look like the supersize I had ordered. When I suggested the wrong flowers were delivered you insisted they were the correct ones and were supersize even though they looked absolutely nothing like the picture and completely ignored my request for a refund. I've contacted consumer protection of WA to receive the refund as it was clear after much back and forth with you that you weren't willing to listen or negotiate. I am extremely unhappy about paying 55 dollars for something I did not order to arrive 4 days late.
I ordered flowers on the 13th of March for next day delivery. They were not delivered so I contacted them and was offered delivery ASAP and an upgrade I am still waiting for them to be delivered 4 days after the order. I have reported the company to the ACCC.
If I could give zero stars I would as they never arrived.
Store Representative
Hello Karen, Thank you for posting your review as we do like to keep track of what is happening with couriers and customer service. We apologize for the delayed delivery as this is definitely not the norm. If you would like to provide your order number we will ensure that you receive manager follow up to ensure that your issue was resolved. Kind regards, Bloomex Australia
STAY AWAY FROM THIS COMPANY!!!! I ordered sympathy flowers and paid extra for delivery and flowers not delivered four days later so I cancelled the order and got a cancelling confirmation email from them but they now wont refund me as they say the flowers were delivered but THEY WERE NOT!!
STILL NO DELIVERY OR REFUND. ABSOLUTLEY APPALLING. I DON'T KNOW HOW THEY'RE STILL OPERATING.
Hello, We apologize for any frustration you experienced with a delivery delay. We are following up to ensure that your issue was resolved in the interim since your post. If it was not, please provide your order number so that we can have a manager review this. Kind regards, Bloomex Australia
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Thank you for your post. We apologize for the delay on your roses. Despite hiring extra staff with extended hours, booking extra call lines, and hiring additional couriers, we still experienced a much higher than anticipated call and delivery volume this Valentine's Day. We apologize for any frustration you experienced in reaching customer service help. We did indeed experience an entire truckload of our orders go to the wrong depot on the part of the courier, and our agents worked to try and resolve this as quickly as possible.
We apologize if the resend with upgrade was not to your satisfaction. Our customer satisfaction rate is extremely high and your issue is important to us. Please email customer service with your order number should you wish a manager to further review your order history.
Best regards,
Bloomex Australia
they are taking advantage of people!