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.
My mother order flowers on 26/02 to be delivered 27/02. Flowers did not arrive. Flowers arrived to my office on 02/03. On opening flowers were dead , clearly were in the box from Friday.
I called to enquire & was told that my mother had given the wrong suburb.When I told them that the delivery docket in the box said the correct address, the staff member said yes because they corrected it.I then asked why did you then send me dead flowers.
I asked for a refund , they refused said they would send new flowers with $20 upgrade. Flowers were due 03/03.
Courier called my mother on 03/03 to say flowers were to be delivered prior to 5pm.
Surprise surprise - no flowers arrived.
Again I called to organise a refund. Was told that a Sales Manager would call tomorrow to discuss refund.
Sales Manager called the next morning to tell me flowers would arrive that day. I told her I wanted a refund. She kept on talking that the flowers would be delivered today & as I was only the recipient I could not be relied on for information my mother gave me. She said that a courier did not contact her & that only contact has been through emails.
I ended up ending the conversation as she kept talking over me & was very frustrated.
After reading other reviews regarding them , it looks like they say the same thing to any customer who has an issue.
Store Representative
Hi Julie, Thank you for posting your review. We are sorry to read about the mistake in the address that was provided. In most cases we try to catch the mistake in time and can intercept with the couriers. We are also sorry that your resend of fresh flowers was also delayed. If you care to provide you order number, we will pass along all your comments to the manager for further investigation. We apologize for your frustration as our customers are very important to us. Kind regards, Bloomex Australia
I ordered flowers on the 13th of March for next day delivery. They were not delivered so I contacted them and was offered delivery ASAP and an upgrade I am still waiting for them to be delivered 4 days after the order. I have reported the company to the ACCC.
If I could give zero stars I would as they never arrived.
Store Representative
Hello Karen, Thank you for posting your review as we do like to keep track of what is happening with couriers and customer service. We apologize for the delayed delivery as this is definitely not the norm. If you would like to provide your order number we will ensure that you receive manager follow up to ensure that your issue was resolved. Kind regards, Bloomex Australia
STAY AWAY FROM THIS COMPANY!!!! I ordered sympathy flowers and paid extra for delivery and flowers not delivered four days later so I cancelled the order and got a cancelling confirmation email from them but they now wont refund me as they say the flowers were delivered but THEY WERE NOT!!
STILL NO DELIVERY OR REFUND. ABSOLUTLEY APPALLING. I DON'T KNOW HOW THEY'RE STILL OPERATING.
Hello, We apologize for any frustration you experienced with a delivery delay. We are following up to ensure that your issue was resolved in the interim since your post. If it was not, please provide your order number so that we can have a manager review this. Kind regards, Bloomex Australia
I ordered from Bloomex for my best friends birthday - Thursday morning for Friday delivery, the Anniversary Designer Collection II, Carrington White Wine & registered for the free Teddy & Card . It wasn't until after ordering that I noticed the terrible reviews. Of course I panicked and emailed them to ensure my order would be delivered Friday. They promised me it would... you guessed it, Friday evening came & no order was delivered. You can imagine I was dismayed that my best friend had received nothing from me on her birthday. Monday I emailed to complain & ask them to please send a new bouquet as the ones I had ordered had been sitting in an uncooled fastway van/depot for at least 3 days. To my amazement they said they would do this and add an additional hamper to my order. The flowers arrived on the Tuesday, which I will admit also surprised me as this was next day turnaround that they couldn't do for me the first time around. But..... the flowers that arrived where NOTHING like the image I had ordered from. Check for yourself, the Anniversary Designer Collection II shows white roses with pink lilies and some greenery... what arrived was red roses & carnations, red pink lilies & purple daisy's (bulk of the flowers being the daisy's)!!! Horrific colour assortment, to say nothing of the fact I had paid for lilies and roses not daisy's! I received no phone call/email to notify me of any changes to the flowers or colours. Once I'd cooled down after seeing the flowers I checked out the hamper - the hamper was great don't get me wrong. But it included my teddy which I was already receiving, champagne - which meant the white wine was left off my order. I was promised the hamper on top of my order, not to incorporate thing's id already paid for on my order. Go figure - I'd specifically ordered white wine as I knew my best friend didn't like the fuzz of champagne.
But what's really infuriated me is the fact that the flowers do not resemble in any shape or form what I ordered. I've complained only to be told that this is a designer bouquet which means it's a florist choice bouquet. I was absolutely blown away. I can't believe they can get away with such false advertising. See my images below of what arrived & what I ordered... Can you believe it?!?!?!?! DO NOT be sucked in by the deceiving methods of this company. If you order you are ordering with pot luck - a bunch that you have no idea what it will look like, that will be delivered days after you specify.
I would like to say that the office staff that I dealt with were very polite to me, apologetic about the first delivery not arriving on time...and I understand these problems are out of their hands. However when it came to complaining about the stark difference of what was delivered compared to what was ordered they were plain rude - stated that I'd received what I ordered... What else do they lie about?!?!? I believe the issues with Bloomex is the management. They obviously do NOT care about customer satisfaction, about honesty & integrity. They desperately need to either get a new courier service that can deliver on the dates they promise, or update the website to reflect the dates the courier can do. This is the same with the florist. I find it extremely unacceptable & outrageous to have an image and description of a product for the customer to be sent something entirely different. Either they need to ensure florists are only sending bouquets ordered from the website - or they update the website to reflect what the florist has to offer. BLOOMEX CHECK THE STATS - ARE EVEN A QUARTER OF YOUR CUSTOMERS SATISFIED? IT DOES NOT LOOK LIKE IT>
Store Representative
Hello,
Thank you for posting your feedback.. We apologize for the delay and for any frustration that you experienced with the products your had ordered. We have a high customer satisfaction rate and our agents usually go above and beyond to assist all customers. We have flagged your review for further investigation with our manager. Can you please provide your order number so we can follow up with your order
Hello, I really appreciate you looking into this for me. My order number is 1203382. Please let me know if you require any additional information or photos.
I have noted on estore reviews alone less than half of your customers are satisfied with their order.
Three months later ABSOLUTELY NOTHING HAS BEEN DONE to reconcile this!!! Funny 24 hours you operate with. Not a wonder your service is so dreadful. Close your doors & save yourselves some embarrassment. I am actually absolutely astounded your business is still operating when its all a fraud!
I live in Sydney and I ordered some flowers for my uncle's funeral in Brisbane. It costs $84.90 and the order was placed 4 days before the funeral. Money was deducted from my bank account immediate after the order so I expect the order went through. It is now two days after the funeral and still NO FLOWER!! This is the last chance I can pay my respect to my uncle and the flower did not show up at the funeral !!
There was no call from anybody on the day of delivery even though I left my phone number with the order . When I contacted the company yesterday , first I was told there was not order received . And yet they managed to get money from my bank ?! Later on I got an email to say they will chase up the order with the local florist . 26 hours later there is still no update . The customer service guy is very unhelpful . All he could tell me is the local florist didn't reply . There was no intention of following up this order! Flowers was not delivered and the customer service is very poor !
Still no refund or follow up more than One week later!!
Hello Jackie, Thank you for taking the time to post your feedback. I would like to follow up regarding your issue and resolve it as soon as possible. Can you please provide your order number so we can review your file.
Ordered cotton candy AU100-10 with the upsize and glass blown vase. The flowers were not as shown on the site as they were not upsized nor flowers I ordered to be sent or even sent on the correct date. Was sent photo from my sister and was very very disappointed with bloomex. Flowers were ordered 9th April to be sent out on 27th April 2015 for sister's birthday and were not actually delivered until 28th April 2015 a day late. Have uploaded photo of the flowers I picked to be sent and also the flowers that were actually sent leaving me not wanting to purchase again from bloomex unless these are sent again to correct order/description I had ordered. Disappointed Denise
Store Representative
Hello Denise, Thank you for taking the time to post your feedback. I would like to take a look into your order and resolve this issue for you. Can you please provide us with your order number and a manager will be in contact with you.
Thank you. My order number was: 01202923 ordered 9/4/15 as you can see by the two photos, the flowers delivered were nothing like the one you had displayed for the cotton candy. Was wanting to order for Mothers Day but feel my order can not be fulfilled to specific order i want.
Still no satisfaction, waiting on manager to contact me, could of at least emailed but no, wished i would of read all feedback before placed my order. ordered mothers day flowers elsewhere and was happy, shame bloomex didnt follow through with good quality service also
"I ordered a pair of Walnut Melbourne shoes from The Iconic on a whim after seeing them on sale and reading great reviews about them on The..." Read More
"Chemist Direct has an extensive range of products. They have products that are not available from the online pharmacy that I usually orde..." Read More
"I purchased a new single from my favorite artist, upon payment the download file was corrupted. I emailed their support and received the f..." Read More
"I always buy Moxie products so when I found out they introduced something called the Moxie Box Club where they'd deliver all my female hyg..." Read More
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
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
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.
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.
http://www.fairtrading.qld.gov.au/lodge-your-complaint