I ordered flowers on 10 September for my friend's 50th birthday 4 October because I was going overseas in a few days time. I called the customer service hotline to confirm the order just to make sure they get the date right,I was told everything is fine and the flowers would be delivered on the 4 October. I received an email informing that my order has been dispatched. I called customer service hotline immediately, Sarah (the person I spoke to) said she will call Currier to stop the delivery and make sure the order will be dispatch the exact date (4 October).
I received an email on the 3 October when I was overseas informing that the order had been dispatched. i was unable to stop the delivery.
My friend received her birthday flowers a day earlier, to her surprise the flowers was nearly dry and dead. It looked like the flowers was the one they didn't deliver on the 12 September? My friend called customer service to complain
On my returned home, I sent an email to ask for a refund for twice stuff up my order. they asked for a photo to proof? unfortunately, my friend didn't take a photo. and I haven't had any response from them.
I would recommend anyone to use this website.
I don't mind the mistakes because everyone made mistakes. It's the attitude to fix the problem and the follow up customer service is terrible.
please help by reporting this very poor service here http://www.fairtrading.qld.gov.au/lodge-your-complaint
I writing to you with reference to order number ########, placed on Wednesday the 12th of February via the internet.
I am writing to express my absolute disgust with the order that was received. The contents lacked quality, timeliness and a complete misrepresentation of what was displayed on the website. I have taken photos of the quality (or lack there of) of the flowers for your viewing. Please see attachments as I will reference them as you continue to read.
I had ordered these flowers as a valentine gift for my partner. I had arranged to have these flowers delivered to her a day prior to valentines day, on Thursday 13th. Even though the docket notes that the flowers were delivered on the 13th, they were in fact not delivered until Midday on Friday the 14th (Please see attachment 5). It was paramount that they were delivered on the 13th as my partner and I were both working on the Friday and she would be unable to receive them at any other time.
I waited until later that evening (of the 13th) to contact the business and after learning that I was unable to contact you via the phone (as it was outside office hours), I proceeded to your 'Live Chat support' system. I dealt with an operator called (personal name removed) who advised me my order was still being processed and that I should receive it tomorrow, and then "completed my inquiry" and terminated the session without confirming with me, the consumer, if my inquiry was in fact complete. When I tried to reconnect, i was unable to do so. When I tried to contact the business within operating hours, I had learned that you had ceased calls being answered by your customer service agents and in fact had a voice recorded message diverting all inquiries to your website suggesting that the consumer contact you via the website. So here we are . . .
Once learning that the package had arrived, I found time to go and collect it. Firstly, I was mortified to discover that these flowers came in a box, securing its contents with a zip-tie!!! No where did your website state in your delivery instructions that the bouquet would be wrapped in a cardboard box! I would expect these to be delivered, in tact and in full display for the recipient to surprised.
When i opened the package, there were petals scattered throughout the box which had clearly fallen off old, dehydrated flowers. Not to mention that the stems on most of the flowers were rotting ( see picture 4 VDay wilted rose).
The roses looked as if they had been sitting outside a local corner store for the past week! They were wilted, discoloured & looked old and warn. I would have been embarrassed to lay these flowers on anyone's grave, let alone give them to someone who can actually see them. I am just glad my partner never saw them. How embarrassing.
I had purchased a a bouquet from your website www.bloomex.com.au on special for $65 and had paid an additional $9.95 to "super size" my order. Given that your advertising suggests that this particular bouquet ordinarily sells for $130, its fair to say you would expect a large bouquet of flowers. To then super-size the order on top of that, one would expect an impressive bouquet of flowers (I refer you to picture marked 1 VDay bouquet). Instead I received an abysmal bouquet of flowers that was a complete misrepresentation and had NO resemblance to the picture displayed on your website.
As you can see that the goods & service you have provided have fallen well short of acceptable and this situation needs to be rectified. Promptly!
As the occasion that these flowers were intended has passed and that the quality, the size & the presentation of these goods were not at all fit for sale nor what I had paid for, I am seeking full reimbursement for my purchase. A replacement order is NOT an acceptable means of reimbursement. Should you dismiss my request for a full reimbursement, I will be sure to escalate this matter very promptly through the appropriate channels.
You can contact me on ************ to discuss how you will rectify this issue.
Bloomex responded with a generic response and did not address any of the issues raised except - "another bouquet has been sent". We are still waiting on that to arrive... My advice, go with a reputable company!! Avoid at all costs!
I will never use this company again either, their customer service leaves a lot to be desired and any company who send emails that customers never receive have to be questionable!
disappointed don't waste your time and keep your money
I placed an order on 17/11/2014. They had an option for next day delivery. To date 72 hours later the order is still not delivered. I requested an explanation for the delay and they were unable to provide these details. Blaming the the courier for delivery delay. It's just flowers. The occasions past. I will not be doing business with this company again. I prefer to walk into the florist and buy the flowers myself. It was a bad experience. I requested a refund they explained the refund policy but it's still not satisfactory. I feel discouraged to do any further transactions online. Please save yourself the stress and DO NOT SHOP WITH BLOOMEX.
My sister should have read reviews before using Bloomex
I received a Christmas Table Centrepiece from my sister on the 23rd. It was nothing like the picture, arrived upside down, flowers broken, bits of bushes stuck in (no pine cones or berries) white roses all brown, foam container showing - no way I would put it on show in my house. I contacted wecare at Bloomex on the 23rd and they asked for photos, which I sent. Not another word. I am Victoria and I reckon Fastway had the box in one of their vans overnight or longer. I threw the display out Christmas Day after sending another photo to Bloomex. They are supposed to last a week, but we had it two days. Even the greenery was shriveling up. Check how many people would not use Bloomex again. I also went through to LiveChat (Anna). I briefly told her I had no reply from Wecare and she did not reply. Line went dead!
Bloomex have been in touch apologising and said they would send a replacement on 6th Jan when they return to work
Hi there, Thank you for posting your feedback and also for posting your update. We apologize again that your centrepiece was not completely to your liking, and for any damage that the courier added. We are glad to see that a fresh delivery has been set up for you. Thank you again for your patience and fairness as the matter was sorted. Best regards, Bloomex Australia
Another display received 8th. I think Bloomex are being let down by franchise owners and freight company. The display was still nothing like picture on line except it was red & green. Thanks Bloomex.
Every year I send my partner a dozen roses for Valentines Day but this year it slipped my mind and so I went online the day before hoping to get something organised. I settle on Bloomex and after having a lot of trouble with their terrible website decide to call. The salesperson assured me that despite Valentines Day being a Saturday my order was guaranteed to be delivered. After waiting around home all day it was time for us to go out to dinner so at 5.30pm I called Bloomex who told me that it was still possible my order would arrive. We left and upon returning home still no delivery.
I rang the next day and assured the flowers had been delivered because that what the system said. After being mucked around for 30 mins on the phone I was told there was nothing that could be done until Monday.
I call Monday and was told the complaint would have to escalated and I would get a call back. That didn't happen.
I call Tuesday and finally get told I would get a full refund. I then get an email saying my delivery fee would be refunded - $14.95. A full refund is the entire cost of the order - $99.90.
I call back at 1130am and get to listen to someone breathing and sniffing and snorting for 30 mins only to be told they are waiting for a manager to approve the full refund (which had already been approved the day before). I was also told I would get a call back.
That was 4 hours ago and still nothing.
Woeful customer service! There is no way I would ever use this "organisation" again.
UPDATE - I eventually got a refund of $71.90. Where this figure came from I have no idea so I rang and asked what about the $13 outstanding? I was told the outstanding amount was only $5! After talking the operator through some basic maths we agreed I was owed $13 so she authorised that refund. That was 4 days ago and no email to confirm or money in my account......So sick of this crap but I've decided to let it go. My time has been wasted enough as I've spent about 5 hours so far trying to get this sorted.
ANYONE WHO USES BLOOMEX SHOULD PREPARE FOR DISAPPOINTMENT!
Hi Scott, So sorry to read about your frustrating time. We apologize that your flowers were delayed by our courier, and for any difficulty you had reaching a clear resolution. Our customer satisfaction rate is very high and our agents do their best to track and resolve issues. We are glad to see that a resolution was offered. If you still have not received your full refund feel free to leave your order number and we will investigate with the manager directly. Best regards, Bloomex Australia
My order number was 1198881 - I know if off by heart since I have had to quote it so many times to your operators. I still have not received the full refund despite being assured it would be done. There is $13 outstanding but I have not chased it further as Bloomex have disappointed me and wasted enough of my time!
Hi again Scott, Yes, your additional $13 has been refunded to your card. We apologize again for the oversight on the part of the customer service agent in tracking the two separate (now three) refunds you were issued. When customer feedback is read here, we are able to provide additional investigation to ensure that our customer service department is hearing about issues, and also that they are handling them adequately. We are glad that your full refund has now been taken care of, and apologize for any frustration you experienced in the process.
DO NOT EVER, I REPEAT EVER SHOP AT BLOOMEX. SCAMMERS
I ordered from bloomex on the 12th feb for valentines day, selecting the option for it to be shipped for that date. so i get an order confirmation via email and it states the delivery date will be on the 20th feb. so i call up the next day advising that i would like to change the date for it to be sent on the 14th and the rather emotionless lady confirms thats fine. on the morning of the delivery i call up to see if i can change the delivery address when a lady advises me that this cannot be done, which was fine. so i wait all day on valentines with my girl waiting for these flowers to come, and big surprise nothing arrives.
conveniently bloomex is unreachable, after many different calls and several left messages i give up and decide i will call them the following day.
i call up the next day and i speak to a guy from the sales department, i call up asking to speak to a manager when he advises me there isnt a manager in today, please call tomorrow. i advised him i would like to cancel my order and get a refund, he tells me he cant do anything but he will put a note on the system so they can see that i called.
call up the following day after several attempts i speak with a useless male who says he is unable to put me onto a manager and gives me no particular reason why. i tell him i would like to cancel my order and that i would like a refund. he tells me that he has cancelled my order and he will get a "manager" to email me later on that day.
i receive an email later that day advising in a nut shell.. oh sorry we will give you a free upgrade on your next order and refund any delivery fee's. WHAT MAKES YOU THINK I WILL WANT TO PURCHASE ANYTHING FROM YOUR COMPANY AGAIN? i have sent emails asking for resolution and not one single promise has been fulfilled, seems like everyone is happy to pass the buck and get nothing done. honestly a shocking "business" which fails to deliver on its promise. Your customer service sucks serious balls. how this business is afloat is still beyond me. If i do not get resolution i will most surely be taking this matter further.
BUYERS BEWARE, DO NOT EVER SHOP WITH BLOOMEX, EVER. i knew i should of shopped elsewhere.
If anyone can shed light on getting a refund, which i find is most likely not going to happen, that would be great. will be making a formal complaint to fair trade if no resolution is made.
cant wait to see what shitty excuse i receive.
Regards,
Shitty customer
Store Representative
Hello Justin, Thank you for providing your feedback here. We apologize for any lack of clarification on your possible delivery date, and for the obvious disappointment and frustration that you experienced. We also apologize if you had difficulties reaching help with customer service, and if your emails did not receive prompt, clear and courteous replies. If you have not been provided satisfactory resolution by this time, and you would like to provide your order number, we can flag your order for further investigation with the manager. Bloomex has a ten year established history out of three countries worldwide, and has very high customer satisfaction rate. Your feedback is important to us and if you require more help, we are happy to assist. Best regards, Bloomex Australia
Ordered 24 roses to be delivered Saturday 28th of February, by 2pm I noticed the flowers had not arrived, I called them and they said around 5pm the roses will be delivered. the flowers arrived 24 hrs later, on Sunday 1st of March in the afternoon,( we left 12:30 pm to go to another party and arrived back home at 7 pm to find the box of roses on my doorstep)
On Saturday was a special occasion coz we threw a 60th birthday party for my wife.
I rang BLOOMEX, MONDAY MORNING, Bloomex only offer to replace the bunch of roses or give me a credit note, but it's too late, the party and celebration are over, the special day was on Saturday.
I only want a refund because they didn't honour the agreement, and they refuse to do it.
Someone in that company made a mistake, and the customer has to pay for it,that's unfair.
Store Representative
Hello, Thank you for posting your review. We are sorry for the disappointment you experienced. Our customer satisfaction rate is very high and we strive to look after all our customers. If your issue has not yet been resolved, and you care to post your order number here, we will be happy to investigate on your behalf. Best regards, Bloomex Australia
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I received an email informing that my order has been dispatched. I called customer service hotline immediately, Sarah (the person I spoke to) said she will call Currier to stop the delivery and make sure the order will be dispatch the exact date (4 October).
I received an email on the 3 October when I was overseas informing that the order had been dispatched. i was unable to stop the delivery.
My friend received her birthday flowers a day earlier, to her surprise the flowers was nearly dry and dead. It looked like the flowers was the one they didn't deliver on the 12 September? My friend called customer service to complain
On my returned home, I sent an email to ask for a refund for twice stuff up my order. they asked for a photo to proof? unfortunately, my friend didn't take a photo. and I haven't had any response from them.
I would recommend anyone to use this website.
I don't mind the mistakes because everyone made mistakes. It's the attitude to fix the problem and the follow up customer service is terrible.
http://www.fairtrading.qld.gov.au/lodge-your-complaint