Ordered flowers for Valentine's day for my husband 2 weeks in advance. Flowers were never received, I was working on the other side of country so I couldn't even contact them. I called them 2 days later and was told that the flowers were dispatched on Valentine's day and given 2 days to deliver them. Well i ordered Valentine's day flowers to be delivered on Valentine's Day.. I told them that they have caused my a lot of issues cause my husband didn't recieve anything and thought I didn't care.
They DID offer an upgrade and refund of delivery but won't be sent out til the next day and that I MIGHT get 2 bouquets. Wait, WHAT? I MIGHT? Yes they said that I might get my original delivery today and the free upgrade tomorrow. I said that my husband won't be there tomorrow, don't give me the free upgrade but will my original order definitely come today. Can you garuntee me that atleast? Even though it's 2 days after Valentine's day... They couldn't give me that.
If the flowers were dispatched on Valentine's day and still haven't be delivered and that I MIGHT get them today, I would hate to see the condition that they are in now.
tues 17th Feb-- Got word that they arrived and placed on front door. Days late. 1 is dead and 2 half dead. Not happy, I have uploaded a photo
I recently purchased flowers & chocolates for my wife last February 11, to be delivered to her on Valentines day but they did not deliver. They never contacted me nor my wife with regards to the delay or status of my order, and to think that i paid a premium for the delivery fee on that day makes me even more disappointed. Now i asked you bloomex, what is the point of delivering the flowers now (after valentines day and after telling my wife about it) when the element of surprise was already gone? You suck BIGTIME Bloomex!!
Store Representative
Hi Jondie, Thank you for your feedback. We sincerely apologize if your flowers were delayed by the courier and for the obvious disappointment you and your wife experienced. as a result. We hope that by now this issue has been resolved by our customer service department. If you require more assistance, don't hesitate to email us again at wecare@bloomex.com.au. Best regards, Bloomex Australia
We ordered a bunch of flowers on 9 Feb, and expected the delivery on 11 Feb. But up till now (18 Feb 2015), we received no flowers.
We asked for a refund. But the manager indicated that refund is IMPOSSIBLE, as the agreement indicates that there is no refund. However, we carefully read all agreement policies, and there is NO SUCH A TERM "no refund. We questioned the manager through email. And he never replies to us. This shop looks very suspicious.
Store Representative
Hi David, Thank you for your feedback. We are reading over the different comments and trying to ensure that issues have been resolved by our customer service department. If you have any further needs then please provide your order number and we will help. Best regards, Bloomex Australia
I ordered 2 doz white roses for delivery Valentine's Day. The website was easy to use and the confirmation email from Bloomex reflected exactly the details of my order. 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.
Store Representative
Hello, Thank you for your feedback, as our customer concerns are important to us. We apologize if you did not receive the correct color flowers, and if the resend we rushed out was also not as expected. We hope that you emailed customer service with your further concerns. If your issue has not yet been resolved by this time, feel free to provide your order number and we will be happy to investigate on your behalf. Kind regards, Bloomex Australia
Thank you for your response. My order number is 1198083. This was one of your responses to my emails to your company expressing my extreme disappointment at your poor service. Dear Peter, Please note that as our online customer, you agree to our policies when you chose to place your order with us online. Our apologies once again for your experience, and we would be happy to resend your order as well as provide a store credit, however, a refund will not be possible. Please advise how you wish to proceed. Sincerely, I did not agree at any stage to having my order of 24 white roses to be delivered on the 14 th Feb to be replaced by 24 red roses delivered on the 13th Feb. I also would point out that I tried several times to stop the 13 Feb delivery when you emailed advising you were going to deliver early as the person to whom the flowers were intended may not have been at her work on the 13th. In addition a delivery on Valentines day is a unique contract and thus not available for a later substitution. I also wish to advise that I have commenced legal action through VCAT for recovery of the purchase price now plus damages. Im happy to let VCAT determine if your "subsitution" policy on the wrong date conforms to Australian Consumer Law and common law contract precedent. I will cease the current action if you provide a full refund otherwise you may be laible for the refund plus any damages I incur as the result of my action through the Tribunal. Sincerely
Hi Peter, Thank you for providing your order number, and the email you were provided. Your posts here have been copied and forwarded directly to the general manager for more in depth review. We apologize again for your obvious frustration through this resolution process.
Hi again Peter, The manager will be in touch shortly, but has confirmed to me that you are being refunded in full for your order. Our apologies again that our "front line' customer service agents were not able to sort this more quickly for you, but your refund will be processed asap.
Wrong Flowers, Horrible Service and A Day Late for Valetines
I ordered on the 5th of Feb, I asked to change the delivery address so that it would be recieved by my girl friend.
I asked for Orchids (her favourite).
I recieved an email on the 6th of Feb telling me they changed the order to be recieved at her house.
I then got an email on 9th of Feb telling me they couldn't change the order.
The flowers arrived on Sunday! not Saturday (Valentines day) They were ROSES! not orchids. I was appalled and I was in trouble with my girlfriend because of their total incompetence.
I would never use this company again, they clearly can't handle online shopping and they shouldn't advertise services they obviously can't deliver.
I will be pursuing a total refund
Store Representative
Hello Jamasta, Thank you for posting your feedback. We apologize if there were any missed communications regarding your delivery, or if you were unhappy with your flowers, and are sorry if your girlfriend gave you negative feedback. We stand behind our products and services and would be happy to assist in providing clarification for you. If you have not already done so, please email customer service with your order number, and the nature of the issue, and a manager can review your order file. Best regards, Bloomex Australia
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"
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They DID offer an upgrade and refund of delivery but won't be sent out til the next day and that I MIGHT get 2 bouquets. Wait, WHAT? I MIGHT? Yes they said that I might get my original delivery today and the free upgrade tomorrow. I said that my husband won't be there tomorrow, don't give me the free upgrade but will my original order definitely come today. Can you garuntee me that atleast? Even though it's 2 days after Valentine's day... They couldn't give me that.
If the flowers were dispatched on Valentine's day and still haven't be delivered and that I MIGHT get them today, I would hate to see the condition that they are in now.
tues 17th Feb--
Got word that they arrived and placed on front door. Days late. 1 is dead and 2 half dead. Not happy, I have uploaded a photo