My sister ordered flowers for Christmas which were to arrive on 23rd December. Nothing arrived. No one phoned. No note was left to say they tried to deliver. Delivery was again organised by my sister for 6th January. Again nothing. On the 7th of January a very hot bunch of flowers arrived and were thrown over the wall on a 35 degree day. No call beforehand, no one rang the bell. They just chucked them over the wall and ran!!! I think they dont deserve anyones business.
Store Representative
Hello June, Thank you for your post. We apologize if there was a delay in the delivery of your sister's flowers at Christmas. We also apologize if the resolution was not prompt and if the courier driver was not taking the proper care. Your comments have been forwarded to the manager and if you care to post your order number that will be provided for additional investigation. Our customer satisfaction rate is extremely high and we apologize again if your experience was less than excellent. Best regards, Bloomex Australia
I placed an order on the 5th of January at approximately 11:30 at night. I chose the date to be delivered as the 6th, and paid the requested amount. I woke up to emails saying that the same day shipping I had requested was not possible, but that my order was confirmed. I assumed this was because I ordered it so late at night, that obviously same day shipping was impossible, but that my order would still be delivered on the 6th, which was the next day at the time of order.
I called customer service to check that this was the case and was told that no, it wasn't and if I wanted it delivered today that I would not only have to upgrade my flower bouquet, but pay extra for the teddy bear and card which was included in the original package and pay extra shipping. This amounted to a further $28 on top of the $55 I had already paid. I was annoyed, but agreed and was sent a confirmation email.
At 6:01pm on the day it was supposed to be delivered, there is no sign of it. When I finally got through to phone customer service, which is nearly impossible, I was told firstly that I would be given the info to track it myself, but then eventually told that it was in transit between Sydney and Melbourne. When I asked to speak to a manger, I was told there was none available. This was before the customer service representative hung up the phone on me!
The following morning I received a call from a delivery person saying he was leaving the parcel at the door. The girl who it was being delivered to was not home, which is why I so vehemently tried to have it delivered the previous day and even paid extra to ensure it was. She was not going to be home until 8pm that night, so the flowers were going to sit in 35+ degree (celcius) heat for 12 hours. When I called and spoke to someone who said she was the customer service manager, she was very rude, continually cut me off and wouldn't let me talk, but scolded me if I interrupted her. She told me that it was my fault as I had not instructed that she would not be home. I told her I expected them to be delivered the following day and had said that this was because she would not be home that day. She hung up on me, twice and at one point, cut me off mid-sentence so I could "take a breath" and never came back. I was then informed that if the flowers were ruined in the heat, I would have to send photos as proof if I wanted them replaced and if they were stolen then, which she scoffed and said never happens, that was another matter. I then received a patronising email further to the rude conversation prior.
The service I have received is abhorrent. It is not the first time this has happened with this business. The first time, without going into detail, the company accused me of lying about my friends grandmother having died because I had not mentioned the death in the card I sent.
Disgusting service, unclear terms and conditions, late delivery, order corrections and upgrades not put through. If I could give zero stars, I would.
Store Representative
Hi Katie, Thank you for your post. We apologize again that for any confusion in communication. Yes, unfortunately at 11:30 pm it is too late to place an order, so it was processed the next morning. Only certain products are available for same day delivery as is part of the various order descriptions so a new choice of item was required if you wanted the item to go out that day.
We also apologize if you were not happy with the customer service you received as we do try to respond to each customer with courtesy and speed. Your comments have been relayed to the manager for follow up. Our customer satisfaction rate is extremely high and our agents are well trained but it seems that in your case things did not progress to your satisfaction, and we are sorry this is the case.
We are sorry that after making these same day arrangements, the courier was delayed and not able to reach your recipient on time. We will be refunded any additional charges that you incurred. If you had any concern about the flowers your aunt received, please send a photo as described and we will be happy to address this also.
Have you read the reviews on here for your company? They are terrible. As for your reply, I never said it was my aunt, highlighting the fact that you do not pay attention to your customers.
Go to your credit card company and tell them bloomex has fraudulently taken your money for not upholding the contract and they will get the money back to you.
Hi Katie, As mentioned, you placed a same day order for flowers, and we were unable to delivery them until the next day due to location, stock and courier. This is regrettable and we do our utmost to fulfill every order we receive for same day, but unfortunately sometimes delays do occur. We apologize for the inconvenience. The flowers were delivered, and your additional same day charges have been credited to you. Thank you again for your post. Sincerely, Bloomex Australia
I can't begin to say how bad this company is. I ordered flowers online from the UK as a surprise for my sister in Sydney. Delivery should have been on 23rd December but nothing arrived. When trying to phone or email it would appear they are closed for most of the holiday. After 4 emails they did eventually answer me promising a delivery on 5th January, needless to say they didn't arrive. By now I have had to tell my sister so it was not a surprise anymore. She called the local number and spoke to several people who made promises that someone would call back. On one occasion was told that as she was only the recipient and not the person ordering the flowers and that she had other people waiting on he line to talk to and hung up.
I think I must be one of the lucky ones as she did get a delivery on 6th January. I have had no apologies or contact from them at all.
I would just like to say please never use this company and spread the word to all your friends about just how bad they are.
They are terrible, but if you do ever get a response on here I'm sure that you will be told that their customer satisfaction is extremely high lol.
Hi Lesley, Thank you for posting your feedback. We apologize for the confusion and the delay in your sister's delivery. We also apologize if you had difficulty reaching customer service over the holiday season. If you care to leave your order number we would be glad to investigate what has been done on your order and provide a more thorough explanation/ resolution for you. Best regards, Bloomex Australia
I purchased flowers on behalf of my boss on Monday morning for his daughter who was in the hospital. I placed the order and then realised I had selected a boquet that wasn't available for same day delivery. I rang the number and spoke with a gentleman who informed me that for a cost, I could change the order and have them delivered that day. I hung up and carried on my day. They were not delivered by 6pm, and when I rang back at 6, I was told there was nothing they could do and no information could be processed.
The next day I rang and spoke to a highly condescending and useless manager, (Personal Name Removed), who informed me that the initial order I had placed was for next day. I acknowledged that yes, that happened, but when I asked her about my calling back and changing that, she reluctantly admitted that an employee had messed up and that she'd spoken with him. My boss wanted a refund, understandably, which she refused to give. As of today, more than 24 hours later, the flowers have not been delivered still. I called a local florist this morning at 9 and they had a bunch delivered by midday with no problems. All (Personal Name Removed) was willing to offer me was free delivery on my next order - which will not happen, because we will never use them again. It was a waste of money and time. Oh, and as if her attitude wasn't enough, in the email that (Personal Name Removed) sent me, she said: "As per our conversation, we apologize that your request for same day delivery did not occur yesterday, due to an error on Bloomex's behalf. Your order as discussed is in transit for delivery as quickly as possible today, as per the original order policies."
"The original order policies" was quoted, as if I had not called and sorted that out immediately. There was no genuine apology, not even a "regards" or "sincerely" in the sign off.
This was a terrible experience that resulted in me being frustrated, my boss being incredibly angry, and worst of all, his daughter not receiving flowers, with no refund to boot. Just a terrible excuse for a way to run a business.
(Personal Name Removed) needs some HR training, stat.
Store Representative
Hello, Thanks very much for providing your detailed feedback. We really appreciate it as it lets us keep tabs on what is happening with customer service. We sincerely apologize for an errors on the part of the staff and for the obvious frustration this caused you. We also apologize if any staff member was abrupt, rude, or failed to provide proper courtesy. We have an extremely high customer satisfaction rate and take pride in our products and services. We have definitely taken your comments to the manager for further review with all agents that were involved in your order. Our system logs all calls and emails so we are able to track what happened. If you have still not received resolution, feel free to provide your order number and we will investigate further. Our apologies again for whatever mix-up or miscommunication occurred and for any lack of service you experienced. Best regards, Bloomex Australia
The flowers eventually arrived (on Wednesday, when they were scheduled for a Monday delivery). The manager informed me that if the flowers were refused, they would be returned and that my boss would get a refund - but if they were accepted, then another, upgraded arrangement would get sent out. It has now been ten days, and that has not happened yet. Not that I should be surprised, as this is clearly how your company seems to run. I would have thought after this ridiculous mix up last week that someone would have at least made sure the upgraded bunch went out. Not that I am expecting any action to be taken, but the order number was 1197449. I appreciate the response above, but I would have appreciated the correct follow up to have taken place much more.
Thank you for this update and for providing the order number as this helps us sort what is going on. We can see that on the original order, when you called and switched your item from a next day to a same day selection, our operator updated the order in the system; however, they failed to also inform the florist of the switch. This was indeed an oversight on the part of a newer employee. We sincerely apologize for this and we were glad to see that our manager had emailed with apology and sent a credit for complimentary delivery next time as a compensation for this oversight.
Your order was prepared by our florist the next morning (as they thought was intended, since the floral staff had not been updated of the switch to same day), and it was given to the courier (Fastway) for delivery. We were also expecting delivery that day, but the courier ended up delayed and based on our records they delivered on the 11th.
Our team emailed a follow up to let you know that if the flowers were accepted from the courier and they disappointed in any way, to let us know and we would be happy to resend a fresh bouquet with complimentary upgrade to compensate. Alternatively, if you preferred to deny accepting the delivery due to lateness, we would issue a refund as compensation.
There are no further notes in the file, so we are uncertain if you were in touch to let customer service know that you were expecting a new bouquet with complimentary upgrade. If you would like to email them with your decision, they would be aware of how best to resolve this for you.
We hope this has helped provide some clarity for you. We apologize again for the oversight on behalf of the employee- unfortunately despite our thousands of orders, human error does sometimes occur. We hope that the complimentary delivery for next time helps address this. We also apologize if our communication was unclear in any way regarding the delivered flowers, but look forward to helping you however you prefer.
I was told that if no refund was issued, we would get a complimentary upgrade. There was no mention of sending an email, or any email address provided. I expect you can see from this chain of comments that I was expecting one, and would still REALLY appreciate if this was to be sent through. I don't care to send anymore emails, and am a bit disappointed that you guys are taking the time to reply to all these messages but haven't actually actioned to fix the initial problem. If you could please treat this email as my request to customer service for a 2nd, upgraded (and timely) bouquet to be sent, that would be great, thanks.
Sorry if the communication from customer service was unclear. They had emailed instructions about next steps, saying that if the bouquet arrived, was accepted, but was in any way unsatisfactory, to let them know and they would issue a resend. As they never heard anything back, they assumed the flowers were fine. We apologize if the email was unclear. I have forwarded your request for as resend to customer service. The manager will review it and someone will be in touch shortly.
Order placed 2 days in advance. WAITED all day on the day & nothing arrived I contacted the customer service at 5pm (Julia) who said they'd check & get back to me. 30 mins later I rang back as I hadn't heard & was getting anxious was told to use LIVE CHAT so I spoke to (Keith)They were now not answering their phones anyway!! Again no news on the delivery & was told they'd call me back. 1hr later still no word. 7.30pm Used LIVE chat. spoke to (Lisa) who said they call me back... Still nothing 9.30pm I contacted them again. I managed to get Lisa again to be told she cant help me as everyone has gone home!! OBVIOUSLY NOT WORRYING THAT A CUSTOMERS DELIVERY IS MISSING I have asked for a refund & to date am still waiting because guess what? THEY CANT KELP ME!!!
***WARNING - DO NOT USE THIS COMPANY *** I have now taken my issue to consumer affairs
Store Representative
Hi Mara,
Thanks for providing your review. We sincerely apologize if you had trouble reaching customer service help. Despite hiring extra staff, opening extra call lines, and adding additional shifts, we still experienced a much higher call volume than anticipated in the days leading up to and including Valentine's Day. Our agents were not always given regular updates as to where couriers were as the couriers were also extremely busy. This in no way should result in customers not receiving service or resolution.
If by now you still have not been offered resolution, please provide your order number and we will investigate for you. We are sorry that you were not provided timely advice as to your delivery status. Best regards, Bloomex Australia
same thing happened to me and I won't be happy until their website is taken down so they don't take advantage on other people, please report them to the government http://www.fairtrading.qld.gov.au/lodge-your-complaint
I paid nearly $100 for a bouquet for a friend who had a baby. What arrived at her house looked like a $10 bouquet from woolworths. The card was messily handwritten. I was sorely disappointed and wish I had bought flowers myself.
Hello, Thank you for providing your feedback. We apologize if you were unhappy or disappointed in any way with the flowers you received. We source the freshest flowers and have some extremely talented florists, with a very high customer satisfaction rate. We stand behind our products and are dismayed that you were not happy. If you have not already done so, please email customer service and if possible provide a photo f the flowers you received, and someone will resolve this for you promptly. Best regards, Bloomex Australia
Ordered large bunch of flowers to have delivered for my wife on Valentine's day. They ended up delivering the wrong flowers. Sent 3 roses instead which had already started to wilt. Rang them and they offered to refund for the flowers but not the $20 courier fee. Why should i pay the courier costs for flowers that i did not order. Not happy. Wont be using these guys again. Girl on the phone was very rude as well. No idea about customer service. They totally ruined our Valentine's day then at the end of the call, she tells me to have a nice day. Really!!!
Store Representative
Hello, Thank you for posting your review. We are so sorry that the wrong flowers somehow arrived. We apologize as well for any rudeness you experienced with customer service, as this is clearly unacceptable. We are also concerned about the resolution that was offered, since if we are at fault we will issue an immediate resend at our expense. If you care to provide your order number, we would be happy to have a manager review this for you. Our apologies again for any disappointment or inconvenience you experienced. Kind regards, Bloomex Australia
Thank you for providing your order number. We have requested on investigation of your file, and that a manager contact you as soon as possible. Our apologies again that your experience was in any way less than ideal.
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Thank you for your post. We apologize if there was a delay in the delivery of your sister's flowers at Christmas. We also apologize if the resolution was not prompt and if the courier driver was not taking the proper care. Your comments have been forwarded to the manager and if you care to post your order number that will be provided for additional investigation. Our customer satisfaction rate is extremely high and we apologize again if your experience was less than excellent.
Best regards,
Bloomex Australia
please report them here
http://www.fairtrading.qld.gov.au/lodge-your-complaint