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
I received flowers yesterday for a condolence from this company. The flowers were nice enough although going brown on edges. But the msg sent was totally inappropriate. The message was printed in smeared ink on the receipt right under were the delivery details. The receipt also offered discounts and included advertising material. On these occasions it is not only undignified but truly tacky to have a message sent like this. These are special memories from friends which are keepsakes for this sad occasion. I cannot keep this message because of the disrespect shown. I suggest they review service and research etiquette for funerals
Store Representative
Hi there, Thank you for the post. We are sorry to read that you did not feel the message was adequately presented. We genuinely appreciate the feedback and I will pass this post to our manager at customer service. We are always looking for ways to improve, and we welcome all responses from our customers. Best regards, Bloomex
APPALLING, INEXCUSABLE, HORRENDOUS, RIDICULOUS AND UNHELPFUL
What a complete Shambles this place is. I cannot believe they are even a functioning business!
I called them up on a Thursday at 9am, to make sure they could complete a same day delivery request, as their website states they can.... Instead of placing the order online I decided that by phoning them, I'd be able to make sure of the same day service guarantee..
I called and was assured my friends birthday flowers would be delivered by 4pm that day (Thursday). I paid an extra fee for that service, on top of the almost $90 for the bouquet...
When I had not heard from my friend by 4, I wondered if they would have arrived yet, so I waited.....waited.....waited.... I then received an email at around 5pm saying that my order had been "MISSED" and they could not deliver anything that day.
Upon checking my credit card account, I found that the payment incidentally, HAD NOT BEEN MISSED!The full amount had already come out of my account. I tried to call this ridiculous place back immediately and was told that all the operators were unavailable, and this continued on for many hours until I finally gave up (It was then too late to get any other flowers delivered on the same day, so I would have at the very least, appreciated that courtesy from these jokers).
The following day when I called and was transferred to what sounded like an offshore call center, I was told that the flowers could be delivered that day (FRIDAY) and they would refund the $5 same day delivery fee only. HOW APPALLING CONSIDERING IT WAS NO LONGER A BIRTHDAY PRESENT AND WAS NOT MORE THAN 24 HOURS LATER THAN INITIALLY PROMISED... Especially considering Thursday was the Birthday - NOT FRIDAY!!
What completely appalling service, and expensive too.
I would NEVER, EVER use them again and would SERIOUSLY WARN ANYONE ELSE TO BE WARY.... They spoiled a birthday surprise and made me look like I was the disorganised one for having flowers delivered a day late.
I sincerely hope they go out of business. They deserve nothing less.
I deeply regret not doing a quick search for "bloomex reviews" before placing an order.
Items ordered 8th for delivery on 10th before 3:00PM. They insisted order was on way on 10th right up to 7PM. On the 11th they advised order was "missed".
Full horrible details the same as every other person's notes on this site.
I have been trying to get my refund of $144 ever since - below is latest chat transcript
Keith enters the chat Keith 12:15 PM
Hello!
How can I help you? You 12:15 PM i am wanting my refund processed please Keith 12:15 PM
Could you give your order number please? You 12:16 PM it's for order 01144364 You 12:18 PM hello? You 12:19 PM is there anyone there? You 12:22 PM hell? You 12:22 PM helllo? 12:42 PM Keith has left the chat 12:42 PM Session was closed. If you need the further assistance, press Refresh button of your browser.
Store Representative
Hello, Thank you for your post. We apologize if there was a problem with your order being delayed due to a florist error. Our customer satisfaction rate is extremely high (almost 98%) but occasionally human error does occur. We definitely stand behind our products and services and will be happy to look after you.
We apologize if our live chat operator was unable to look after you. Please email customer service as per our policy, and we will be happy to provide you with full resolution. I have forwarded your post to our manager but would need an order number or name to investigate on your behalf. Rest assured we will respond to your inquiry and work toward a resolution.
We apologize again for the delivery delay and for any inconvenience that you experienced. Thank you again for providing your feedback. Best regards, Bloomex
No - it was not a florist error - it was a Bloomex error. Susan and Karen confirmed order was on it's way on 10 December. They were misleading.
No - your customer satisfaction is appalling and low - please do a search for "Bloomex reviews". A survey of you own fake reviews is not an accurate reflection of your customer satisfaction ratings. You need to actually get it from your real customers and act on it if you have any integrity. I can see no evidence of that whatsoever!
No - it was not only your chat operator who could not look after me. Nerita? Nerida? who knows - some Canadian person promised my refund two weeks ago, It was only when I called to say that I had lodged a disputed credit card transaction with Visa that you delivered the refund owed to me.
No - your manager will not look after me. I have asked to speak to managers all the way through this sorry saga and every one of your staff have refused and bull-shitted some story about how they can't transfer customers to a manager. Promises to call back have *never* happened.
No - you will not respond to or resolve this issue for me. I have asked for that multiple times over the past two weeks. It's absolute crap that in order to hear from you and get an apology for "delivery delay" (actually it was DELIVERY FAILURE) and inconvenience (actually it was deceitful, rude and/or incompetent staff and management) has to be done through a public site like this.
The order number as given to this site, to Karen, Susan, Nerida, Sam, and others with "no name", via your website, via email, via phone calls is LF1144364.
I am resting assured you will not respond to my inquiry, you will not work toward a resolution, and you will not improve your service whatsoever.
Thank you for your reply. It's obvious that you are frustrated and we are sorry that you found it difficult to reach customer service or achieve resolution. Our customer service agents do try to sort out each issue and check accurately with couriers and production in order to track orders but it seems as if there were issues in dealing with your inquiries. Again, this is the first I have read of this and am passing all of this to the manager so that they are aware and can examine the way that your order was handled.
All reviews posted on these online sites are the feedback provided by real customers and the vast majority of our customers are happy ones. We do not post "fake reviews" on any customer review sites.
From your earlier post it seemed as if there was a delivery delay so I apologize if I misread your post. Our couriers pick up items and when our agents check on an order, the status will read that the items are en route. Apparently there was non-delivery and we usually act quickly to find out what happened with the courier and to issue an immediate re-send. As mentioned, the way your order was handled will be reviewed to see how service could be improved.
I am glad to see that a full refund was issued to you but we apologize if there was any delay or confusion in it being provided. As soon as refunds are approved it is usual policy to issue them the same business day, to ensure that every customer is looked after. We do appreciate your feedback and rest assured we will be checking into all of it to ensure that our agents are handling things with our usual very high standards.
I was certainly frustrated when trying to get your customer service agents (Susan and Karen were two I got names for a few of others I have no idea - you don't identify yourselves unless asked) to sort out your failure. Please note - I did "reach them" - the thing is they did nothing when I got there! They did not do their best. They either lied about the delivery in progress, they failed to check properly, or they actually said they couldn't do anything about it (ha!).
But I am no longer frustrated - I would say I am now appalled at your continued avoidance of addressing your fundamental bad service and poor communication.
You don't need to tell me how good you are. It's not my experience and I certainly don't believe you. How about you prove it with actions instead?
You seemed quite confident it was a "florist error". Although now you are saying this is first you heard of this. Perhaps you should speak to Susan/Karen/Nerida or Nerita/Megan to check your facts? What did they say? Have you done that yet?
Who exactly is the manager you are referring this onto? The best I could get was name like "Megan", and I was promised a return call from her because Bloomex "service" operators cannot phone or transfer calls to managers (!!). "Megan" never did return my call. No "manager" ever did.
In terms of the refund - what a load of codswallop that you process them the same day! Nerida/Nerita said within 2 business days. I had to make a disputed claim with Visa a full week later to prompt you to give me my refund.
It's an absolute disgrace that you ignore and deny mountains and mountains of customer feedback, continue to provide appalling service and communication, and have the audacity to pronounce that you work to high standards.
People go to a lot of effort to complain to ensure others do not have to experience the same disservice and disappointment. How about you listen to them, and not deny them - and turn your attention to taking this feedback on board and actively transforming your service into a standard professional operation instead
I ordered a bouquet of flower via online on the 16th December 2014 for a delivery on the 17th december 2014.its a surprise gift for my sister's graduation. i instructed the flower to be delivered between 2pm-4pm . around 4-ish the following day, i asked them where about was the flower via online chat. the operator,Anna cant tell me the exact time it will be delivered and only said the delivery time is bet.12-5pm.. i message her again and said its close to 5pm surely she can find out where about was the flower..she told me her manager will email me regarding that. few minutes ago, the manager told me that the flower will be delivered the following day (18th dec) becoz i ordered the flower outside the business hours. when i read through the delivery policy it only mentioned 'for next day delivery before 5pm, place your order the prior day'..it didnt mention anything on cut off time.. . i contacted them again and demand for answers. the operator, Anna repeated the same thing as what stated in the manager's email. the order will be delivered on the 18th december 2014. i wasnt happy at all! few seconds later, she told me the order has been sent out to the delivery address and its already after 5pm..
When my sister got the flowers, it was nothing close to what i ordered. ( see photos attached)...
Seriously, this is a nightmare.everything is so confusing and messed up. they cant deliver what they have promised. i dont think they have a proper procedures.. they tell you one thing and in a split second , they tell you something else.. thats it.. im not gonna use their service anymore...first and last..
Store Representative
Hi Diana, We have since spoken on our social media sites and I am glad that we were able to resolve your delivery issue for your sister's graduation flowers. As we discussed, unfortunately you had placed your order after business hours and it was not available for same day delivery. We apologize for any confusion in this regard, and for your initial difficulties in reaching a resolution with our chat operators. We appreciated your feedback and we did provide full refund for your delivery fee.
This is the first I have heard that you were unhappy with your sister's flowers, but we hope that you emailed customer service with your comment and photo. We stand behind our products and services and are happy to provide you with resolution. I have passed along your comments to customer service in case you have not done so yet. We will ensure that your order is looked after.
Thank you again for your feedback as we do take all customer comments on board for improvement.
For your information, when i spoke to your social media representative, i didnt know how the flowers looks like until my sister sent me the picture. even though my comment here was posted on the 17/12/2014, but the real fact it was posted much later by the admin. therefore, i managed to amend my review to include the photo.
Honestly speaking, if i told your social media representative i wasnt happy with the flowers, what can she or he do about it? the most you guys will apologize to me. if you ask me, i want a full refund because : 1) u didnt honor the delivery time as promised 2) the flowers that arrived looks nothing close to the one advertised on your website.
Unfortunately, i know you guys will definitely not going to give me a full refund which i have been trying to get it from you in the beginning. to go to fair trading and drag this case to tribunal etc will be one long and tricky process. because of all these , i settled for refund on delivery cost and taxes.
As mentioned I hope that you sent the photo and your comments to customer service. When we updated you as to the delivery time and you expressed your dissatisfaction, we promptly refunded you full delivery and taxes. You wrote back that this was acceptable and we assumed the matter taken care of.
At that point the flowers were in transit. After delivery we had no notification that you did not like the flowers, until we came across your review here.
If customers are unhappy with the quality of their bouquet for any reason they have only to email customer service for resolution. As mentioned, I have forwarded your post and photo to customer service on your behalf. They will email you with an update and please feel free to get in touch directly should you require more immediate assistance.
Thank you again for your feedback and rest assured every customer who contacts customer service will be addressed.
as i mentioned in my previous comment, i didnt know how the flowers look like when i accepted the refund on the delivery cost and taxes. you mentioned in your latest comment that you assumed that the matter take care of. i also assumed despite the late delivery, the flowers will turn out as beautiful as the one in your website. unfortunately, i was totally wrong.i only get the picture of actual flowers few days later, sent by my sister via whatsapp. Bear in mind i live outside Australia.
at that point, i wasnt happy at all... but at the same time, im not bother to go back to you guys and complain about the flowers. its already bad enuff try to sort out the late delivery issue . Now, this ... it took up so much of my time .. i dont want to go down to that road again.
offering me a store credit is pointless at this point as i told your social media representative, i would not going to use your service any more.
Lastly, im not going to pursue this matter further. However, I feel compelled to make my complaint known to help prevent anyone else having to go through an experience such as this again.
I ordered flowers for my sister on the 16th December for delivery on the 23rd December..plenty of time I thought. Today is the 24th and they still have not been delivered. I have been told by 'Anna' on livechat that they should be delivered today, but after reading reviews on Bloomex I am not in serious doubt of this. Plus, I did not order them for delivery today, I ordered them for yesterday. No apology, no explanation, just that it is 'under investigation' I wish I had read reviews on Bloomex before ordering.
Well the update 4 days on is that there is no update. Bloomex now don't even answer their messages. There is no outside of Australia number for me to call. I have 5 assurances that their 'customer services manager' will be in touch but no such contact has been made. I am slowly losing it with this awful company. Customer service doesn't exist in their company motto.
Now a week down the road, and still absolutely nothing from Bloomex, no refund, no explanation, I have run out of ways of explaining just how bad this company is.
please report them here http://www.fairtrading.qld.gov.au/lodge-your-complaint To protect others from being taking advantage of by this terrible company
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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