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
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
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.
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.
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 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
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 ordered a couple of pairs of heels during their 20% storewide sale and they arrived in 3 business days. One of the shoes were missing ex..." Read More
"I stumbled across this website by accident searching for something special to send someone as a gift. I found a rare 1949 - 2049 Family Hi..." Read More
"I decided to order a pair of Puma Mens shoes as they were on sale at TopBuy , they were also advertised as including 3 pairs of Adidas Men..." Read More
"Ordered a WiiU game to be delivered. i had the choice of in store pickup or to have it delivered, with a wide range of payment options. fo..." Read More
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
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
http://www.fairtrading.qld.gov.au/lodge-your-complaint