Please do not use this company as I ordered flowers on a Friday for delivery the next day on a Saturday. They didn't arrive so I called on Monday morning to be told the Florist was closed on the Saturday. Mind you I had paid the delivery fee for the next day delivery. I was promised an upgrade and the flowers to be sent that day, so I once again promised my friend that the flowers would be there when she got home from work, only once again to be BITTERLY Dissapointed. When I rang them the following morning the same manageress took my call and offered me my delivery fee back only when I asked for a refund anbd then hung up on me when I refused. I will also be taking this to the office of Consumer Affairs and putting it out on Social Media.
Store Representative
Hello, Thank you for taking the time to post your feedback. We apologize if there was any confusion regarding delivery times. Unfortunately not all of our products are available for next day in all areas, and delivery delays can occasionally occur due to many circumstances including local couriers and remote areas. If you care to forward your order number, we would be happy to investigate with the manger on your behalf in order to determine what happened.
We apologize if there was difficulty achieving resolution from customer service; usually our agents go above and beyond to try and please. Your post has been forwarded to the manager for review with our agents. It's good to read that you were offered the upgrade and delivery refund, and we will certainly honour that.
I purchased flowers on behalf of my boss on Monday morning for his daughter who was in the hospital. I placed the order and then realised I had selected a boquet that wasn't available for same day delivery. I rang the number and spoke with a gentleman who informed me that for a cost, I could change the order and have them delivered that day. I hung up and carried on my day. They were not delivered by 6pm, and when I rang back at 6, I was told there was nothing they could do and no information could be processed.
The next day I rang and spoke to a highly condescending and useless manager, (Personal Name Removed), who informed me that the initial order I had placed was for next day. I acknowledged that yes, that happened, but when I asked her about my calling back and changing that, she reluctantly admitted that an employee had messed up and that she'd spoken with him. My boss wanted a refund, understandably, which she refused to give. As of today, more than 24 hours later, the flowers have not been delivered still. I called a local florist this morning at 9 and they had a bunch delivered by midday with no problems. All (Personal Name Removed) was willing to offer me was free delivery on my next order - which will not happen, because we will never use them again. It was a waste of money and time. Oh, and as if her attitude wasn't enough, in the email that (Personal Name Removed) sent me, she said: "As per our conversation, we apologize that your request for same day delivery did not occur yesterday, due to an error on Bloomex's behalf. Your order as discussed is in transit for delivery as quickly as possible today, as per the original order policies."
"The original order policies" was quoted, as if I had not called and sorted that out immediately. There was no genuine apology, not even a "regards" or "sincerely" in the sign off.
This was a terrible experience that resulted in me being frustrated, my boss being incredibly angry, and worst of all, his daughter not receiving flowers, with no refund to boot. Just a terrible excuse for a way to run a business.
(Personal Name Removed) needs some HR training, stat.
Store Representative
Hello, Thanks very much for providing your detailed feedback. We really appreciate it as it lets us keep tabs on what is happening with customer service. We sincerely apologize for an errors on the part of the staff and for the obvious frustration this caused you. We also apologize if any staff member was abrupt, rude, or failed to provide proper courtesy. We have an extremely high customer satisfaction rate and take pride in our products and services. We have definitely taken your comments to the manager for further review with all agents that were involved in your order. Our system logs all calls and emails so we are able to track what happened. If you have still not received resolution, feel free to provide your order number and we will investigate further. Our apologies again for whatever mix-up or miscommunication occurred and for any lack of service you experienced. Best regards, Bloomex Australia
The flowers eventually arrived (on Wednesday, when they were scheduled for a Monday delivery). The manager informed me that if the flowers were refused, they would be returned and that my boss would get a refund - but if they were accepted, then another, upgraded arrangement would get sent out. It has now been ten days, and that has not happened yet. Not that I should be surprised, as this is clearly how your company seems to run. I would have thought after this ridiculous mix up last week that someone would have at least made sure the upgraded bunch went out. Not that I am expecting any action to be taken, but the order number was 1197449. I appreciate the response above, but I would have appreciated the correct follow up to have taken place much more.
Thank you for this update and for providing the order number as this helps us sort what is going on. We can see that on the original order, when you called and switched your item from a next day to a same day selection, our operator updated the order in the system; however, they failed to also inform the florist of the switch. This was indeed an oversight on the part of a newer employee. We sincerely apologize for this and we were glad to see that our manager had emailed with apology and sent a credit for complimentary delivery next time as a compensation for this oversight.
Your order was prepared by our florist the next morning (as they thought was intended, since the floral staff had not been updated of the switch to same day), and it was given to the courier (Fastway) for delivery. We were also expecting delivery that day, but the courier ended up delayed and based on our records they delivered on the 11th.
Our team emailed a follow up to let you know that if the flowers were accepted from the courier and they disappointed in any way, to let us know and we would be happy to resend a fresh bouquet with complimentary upgrade to compensate. Alternatively, if you preferred to deny accepting the delivery due to lateness, we would issue a refund as compensation.
There are no further notes in the file, so we are uncertain if you were in touch to let customer service know that you were expecting a new bouquet with complimentary upgrade. If you would like to email them with your decision, they would be aware of how best to resolve this for you.
We hope this has helped provide some clarity for you. We apologize again for the oversight on behalf of the employee- unfortunately despite our thousands of orders, human error does sometimes occur. We hope that the complimentary delivery for next time helps address this. We also apologize if our communication was unclear in any way regarding the delivered flowers, but look forward to helping you however you prefer.
I was told that if no refund was issued, we would get a complimentary upgrade. There was no mention of sending an email, or any email address provided. I expect you can see from this chain of comments that I was expecting one, and would still REALLY appreciate if this was to be sent through. I don't care to send anymore emails, and am a bit disappointed that you guys are taking the time to reply to all these messages but haven't actually actioned to fix the initial problem. If you could please treat this email as my request to customer service for a 2nd, upgraded (and timely) bouquet to be sent, that would be great, thanks.
Sorry if the communication from customer service was unclear. They had emailed instructions about next steps, saying that if the bouquet arrived, was accepted, but was in any way unsatisfactory, to let them know and they would issue a resend. As they never heard anything back, they assumed the flowers were fine. We apologize if the email was unclear. I have forwarded your request for as resend to customer service. The manager will review it and someone will be in touch shortly.
Order placed 2 days in advance. WAITED all day on the day & nothing arrived I contacted the customer service at 5pm (Julia) who said they'd check & get back to me. 30 mins later I rang back as I hadn't heard & was getting anxious was told to use LIVE CHAT so I spoke to (Keith)They were now not answering their phones anyway!! Again no news on the delivery & was told they'd call me back. 1hr later still no word. 7.30pm Used LIVE chat. spoke to (Lisa) who said they call me back... Still nothing 9.30pm I contacted them again. I managed to get Lisa again to be told she cant help me as everyone has gone home!! OBVIOUSLY NOT WORRYING THAT A CUSTOMERS DELIVERY IS MISSING I have asked for a refund & to date am still waiting because guess what? THEY CANT KELP ME!!!
***WARNING - DO NOT USE THIS COMPANY *** I have now taken my issue to consumer affairs
Store Representative
Hi Mara,
Thanks for providing your review. We sincerely apologize if you had trouble reaching customer service help. Despite hiring extra staff, opening extra call lines, and adding additional shifts, we still experienced a much higher call volume than anticipated in the days leading up to and including Valentine's Day. Our agents were not always given regular updates as to where couriers were as the couriers were also extremely busy. This in no way should result in customers not receiving service or resolution.
If by now you still have not been offered resolution, please provide your order number and we will investigate for you. We are sorry that you were not provided timely advice as to your delivery status. Best regards, Bloomex Australia
same thing happened to me and I won't be happy until their website is taken down so they don't take advantage on other people, please report them to the government http://www.fairtrading.qld.gov.au/lodge-your-complaint
I paid nearly $100 for a bouquet for a friend who had a baby. What arrived at her house looked like a $10 bouquet from woolworths. The card was messily handwritten. I was sorely disappointed and wish I had bought flowers myself.
Hello, Thank you for providing your feedback. We apologize if you were unhappy or disappointed in any way with the flowers you received. We source the freshest flowers and have some extremely talented florists, with a very high customer satisfaction rate. We stand behind our products and are dismayed that you were not happy. If you have not already done so, please email customer service and if possible provide a photo f the flowers you received, and someone will resolve this for you promptly. Best regards, Bloomex Australia
Ordered large bunch of flowers to have delivered for my wife on Valentine's day. They ended up delivering the wrong flowers. Sent 3 roses instead which had already started to wilt. Rang them and they offered to refund for the flowers but not the $20 courier fee. Why should i pay the courier costs for flowers that i did not order. Not happy. Wont be using these guys again. Girl on the phone was very rude as well. No idea about customer service. They totally ruined our Valentine's day then at the end of the call, she tells me to have a nice day. Really!!!
Store Representative
Hello, Thank you for posting your review. We are so sorry that the wrong flowers somehow arrived. We apologize as well for any rudeness you experienced with customer service, as this is clearly unacceptable. We are also concerned about the resolution that was offered, since if we are at fault we will issue an immediate resend at our expense. If you care to provide your order number, we would be happy to have a manager review this for you. Our apologies again for any disappointment or inconvenience you experienced. Kind regards, Bloomex Australia
Thank you for providing your order number. We have requested on investigation of your file, and that a manager contact you as soon as possible. Our apologies again that your experience was in any way less than ideal.
Paid extra for a Valentine's Day delivery surcharge. Promised it would arrive between 12pm and 5pm. Never did. Sorely disappointed - wanted to surprise girlfriend but Bloomex ruined her special day.
Store Representative
Hi Cameron, Thank you for letting us know what happened. We apologize that your order did not arrive on time. It was an extremely high volume day and we did experience a few delays as a result. We apologize for the disappointment to your girlfriend and will do our best to resolve this for you. Please contact customer service with your order number if you have not already done so. Again, our apologies and we will do our best to make this up to you. Best regards, Bloomex Australia
I received a full refund one day after I officially complained to the Australian Government Fair Trade. Here is the email address of Fair Trade: fair.trading@act.gov.au
It is more efficient to make a complaint to Fair Trade, than to Bloomex.
Ordered some roses for my partner which were to arrive on 14 Feb, Valentines day. Waited for couple hours, in the end nothing arrived, made a couple phone calls, no one was there. Double checked my address and phone no, everything was correct. Thanks to Bloomex i had a flower-less valentines day.
Im expecting a refund, no matter what.
Good luck - they finally agreed to a refund 3 days after my complaint for the same thing that happened to you. They refunded the delivery fee only. I'm still waiting for a reply!
Hello, Thank you for posting your review so we can keep track of how customer service is resolving issues. Firstly, our sincere apologies again for the lack of delivery on Valentine's Day, and for the obvious disappointment this must have caused. I don't have your order number but I am guessing that a certain courier company was involved, as unfortunately we had a whole truck of our Valentine's orders sent to the wrong depot by mistake. It's a very high volume day and we understand that sometimes errors occur-- we sincerely apologize to any customers who were affected. Customer service has been working to sort out these orders and address any outstanding issues. We hope that you have been taken care of, but if you require more help feel free to leave your order number. Best regards, Bloomex Australia
Wow! One week after valentines day I have received 2 dozen wilted roses. It even says delivery date February 14. My partner was so disappointed and embarrassed that nothing arrived on valentines day.
It seems that yes, the roses were with this courier company for the days it took for them to sort out the depot error. We sincerely apologize for this delay, the obvious disappointment, and for the roses being wilted after arrival. Please email customer service at wecae@bloomex.com.au with your order number, a photo of the wilted roses, and the issue and you will be looked after promptly to make up for this issue.
I had a similar experience - no flower delivery from Bloomex on 11 Feb 2015 (it was not even 14 Feb 2015). I requested a refund from Bloomex. Bloomex customer services replied to me that, when I purchased the flowers, I agreed to their terms, which indicated that there was NO REFUND. I read their terms, and the terms only said that:
== Orders placed after cut off time will be delivered the next available delivery day.
Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earth quakes, etc...) and no refunds will be issued for these reasons. The delivery will occur on the next possible delivery date. ==
I asked Bloomex whether there was weather conditions, storms, hurricanes, earth quakes in Canberra in the week of 11 Feb. Bloomex customer services did not reply to me.
I received a full refund one day after I officially complained to the Australian Government Fair Trade. Here is the email address of Fair Trade: fair.trading@act.gov.au
bloomex are bloomin hopeless. My story is that I ordered 2 doz white roses for delivery Valentine's Day. The first issue happened on the 12 Feb when I received an email saying that my flowers had been shipped. That would mean that they would be 2 days early. I rang and emailed confirming the delivery on the 14th. Bloomex acknowledged this. And agreed to deliver on the 14th. Next issue 2 Doz RED not white roses were delivered on the 13 th. Wrong goods, wrong date. I rang and emailed Bloomex and expressed my disappointment and asked for a refund so I could deliver 2 doz WHITE roses on the 14th. Nothing heard but there is more!!! Another 2 doz RED roses were delivered on 'Monday the 16th. Wrong roses, wrong date. To rub insult into injury the quality of both lots or roses were also poor. Tired looking well and truly bloomed very poor for $140. The milk bar around the corner has better flowers for 20% of the Bloomex price. Bloomex have now advised that their policy is to substitute flowers and offered a credit for my next bunch of flowers I will be ordering from them. They must be very optimistic because I won't be using them again and intend to take legal action to recover my money. thanks for the comment re the fair trading email. i was about to issue at VCAT. I will be getting my money back.
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Thank you for taking the time to post your feedback. We apologize if there was any confusion regarding delivery times. Unfortunately not all of our products are available for next day in all areas, and delivery delays can occasionally occur due to many circumstances including local couriers and remote areas. If you care to forward your order number, we would be happy to investigate with the manger on your behalf in order to determine what happened.
We apologize if there was difficulty achieving resolution from customer service; usually our agents go above and beyond to try and please. Your post has been forwarded to the manager for review with our agents. It's good to read that you were offered the upgrade and delivery refund, and we will certainly honour that.
Best regards,
Bloomex Australia
http://www.fairtrading.qld.gov.au/lodge-your-complaint
it's just fair that the government knows about them!