Ordered flowers for my secretary for Secretary's Day which was the next day. Paid for next day delivery and the flowers never arrived. Rang approximately 5- 6 times and also sent an email however no-one resolved anything - they were 'looking into it'. Finally today (the 12th of May) I got hold of someone who actually wanted to be of some assistance who advised I would be refunded. I asked what about the flowers - I would still like them sent but wanted a refund of the delivery fee. Apparently it was refund only. They couldn't refund the delivery. In the end I have said I want the flowers upgraded. Apparently being delivered on Wednesday....but I won't hold my breath. Just glad they weren't for a funeral, or I probably would be dead by the time they arrived.
Store Representative
Hi Tamara, Sorry to read about the delay with your order. and the issues with the courier. Some of our products are not available for next day delivery in all areas, but this is always posted clearly on the product page. We apologize for any frustration you experienced and we did offer a refund or resend. I hope that you enjoyed the fresh flowers that were sent out to you. Best regards, Bloomex
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!
Ordered flowers for my wifes birthday 6 days prior to the date, the flowers did not arrive until the 20th and were just left out on the doorstep. Contacted them to advise and got offered a discount off my next order - like I would even consider using them again.
Do not use Bloomex, they are unreliable and the after sales service is awful.
Store Representative
Hello, Sorry to read about your negative experience with Bloomex. I have forwarded your post to our customer service manager. We apologize for the delivery delay and hope that you use the store credit to try us again, so that we can provide you with a better outcome. Best regards, 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.
Order flowers the night before to be delivered the next day for my Mother for Mothers Day. Received a confirmation email the following morning saying all processed. Somebody stayed home all day waiting and nothing arrived. Rang the 1800 number from the website and keep going to voicemail. Used the online chat and the agent said that they had my details and they would escalate it to the manager. Have not heard a thing back. This is the first and very last time I will use this very reliable company.
Store Representative
Thank you for feedback on the product received. We apologize that the product did not meet your expectations. At Bloomex we are committed to customer satisfaction. Can you please provide your order number so we can follow up on your issue. Sincerely, Bloomex
Abysmal service from the moment I paid. I ordered, and paid for, same day delivery for a really special occasion - the flowers weren't delivered for another 24hrs, and also to the totally wrong address. I had to arrange separate courier for the flowers to be delivered to the correct address which, when they finally arrived, looked nothing like the flowers I had ordered, and we're entirely innapropriate for the special occasion. When chasing this up with Bloomex, I was given the run around and no help whatsoever. Still no refund on my same day delivery.
Absolutely abysmal service. Never use them.
Store Representative
Hello,
Thank you for feedback on the product received. We apologize that the product did not meet your expectations. At Bloomex we are committed to customer satisfaction. Can you please provide your order number so we can follow up on your issue. Sincerely, Bloomex
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Sorry to read about the delay with your order. and the issues with the courier. Some of our products are not available for next day delivery in all areas, but this is always posted clearly on the product page. We apologize for any frustration you experienced and we did offer a refund or resend. I hope that you enjoyed the fresh flowers that were sent out to you.
Best regards,
Bloomex
http://www.fairtrading.qld.gov.au/lodge-your-complaint