Paid extra for a Valentine's Day delivery surcharge. Promised it would arrive between 12pm and 5pm. Never did. Sorely disappointed - wanted to surprise girlfriend but Bloomex ruined her special day.
Store Representative
Hi Cameron, Thank you for letting us know what happened. We apologize that your order did not arrive on time. It was an extremely high volume day and we did experience a few delays as a result. We apologize for the disappointment to your girlfriend and will do our best to resolve this for you. Please contact customer service with your order number if you have not already done so. Again, our apologies and we will do our best to make this up to you. Best regards, Bloomex Australia
I received a full refund one day after I officially complained to the Australian Government Fair Trade. Here is the email address of Fair Trade: fair.trading@act.gov.au
It is more efficient to make a complaint to Fair Trade, than to Bloomex.
Ordered some roses for my partner which were to arrive on 14 Feb, Valentines day. Waited for couple hours, in the end nothing arrived, made a couple phone calls, no one was there. Double checked my address and phone no, everything was correct. Thanks to Bloomex i had a flower-less valentines day.
Im expecting a refund, no matter what.
Good luck - they finally agreed to a refund 3 days after my complaint for the same thing that happened to you. They refunded the delivery fee only. I'm still waiting for a reply!
Hello, Thank you for posting your review so we can keep track of how customer service is resolving issues. Firstly, our sincere apologies again for the lack of delivery on Valentine's Day, and for the obvious disappointment this must have caused. I don't have your order number but I am guessing that a certain courier company was involved, as unfortunately we had a whole truck of our Valentine's orders sent to the wrong depot by mistake. It's a very high volume day and we understand that sometimes errors occur-- we sincerely apologize to any customers who were affected. Customer service has been working to sort out these orders and address any outstanding issues. We hope that you have been taken care of, but if you require more help feel free to leave your order number. Best regards, Bloomex Australia
Wow! One week after valentines day I have received 2 dozen wilted roses. It even says delivery date February 14. My partner was so disappointed and embarrassed that nothing arrived on valentines day.
It seems that yes, the roses were with this courier company for the days it took for them to sort out the depot error. We sincerely apologize for this delay, the obvious disappointment, and for the roses being wilted after arrival. Please email customer service at wecae@bloomex.com.au with your order number, a photo of the wilted roses, and the issue and you will be looked after promptly to make up for this issue.
I had a similar experience - no flower delivery from Bloomex on 11 Feb 2015 (it was not even 14 Feb 2015). I requested a refund from Bloomex. Bloomex customer services replied to me that, when I purchased the flowers, I agreed to their terms, which indicated that there was NO REFUND. I read their terms, and the terms only said that:
== Orders placed after cut off time will be delivered the next available delivery day.
Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earth quakes, etc...) and no refunds will be issued for these reasons. The delivery will occur on the next possible delivery date. ==
I asked Bloomex whether there was weather conditions, storms, hurricanes, earth quakes in Canberra in the week of 11 Feb. Bloomex customer services did not reply to me.
I received a full refund one day after I officially complained to the Australian Government Fair Trade. Here is the email address of Fair Trade: fair.trading@act.gov.au
bloomex are bloomin hopeless. My story is that I ordered 2 doz white roses for delivery Valentine's Day. 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. thanks for the comment re the fair trading email. i was about to issue at VCAT. I will be getting my money back.
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
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
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.
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.
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Thank you for letting us know what happened. We apologize that your order did not arrive on time. It was an extremely high volume day and we did experience a few delays as a result. We apologize for the disappointment to your girlfriend and will do our best to resolve this for you. Please contact customer service with your order number if you have not already done so. Again, our apologies and we will do our best to make this up to you.
Best regards,
Bloomex Australia
It is more efficient to make a complaint to Fair Trade, than to Bloomex.