I ordered flowers for my mum and have instruction for delivery in 4 days . The days came and went and my mum still did not get her flowers. I called (from overseas as I'm in the uk and mum in in Oz... Super expensive) still no reply but a single 'our manager is looking into this'. I waited another 2 days, still nothing. I called again and asked for a refund. No one could help. At the very last minute and too late for me to make other arrangements for Mother's Day as it is late Friday, the sent an email with a refund .. Thanks bloomex for nothing. WORST .FLORIST.EVER!
Store Representative
Hi Kali, So sorry to read about the delayed delivery on your order. Mother's Day is the busiest day of the year and we do our very best to get everything out on time, with a very high customer satisfaction rate. Unfortunately, some delays do occur with our couriers and we offered you a refund as a result. We sincerely apologize for the frustration you experienced. Sincerely, Bloomex
Can you please take some times to report them here http://www.fairtrading.qld.gov.au/lodge-your-complaint to protect others from being in the same positions as we were!
Please do not use this company as I ordered flowers on a Friday for delivery the next day on a Saturday. They didn't arrive so I called on Monday morning to be told the Florist was closed on the Saturday. Mind you I had paid the delivery fee for the next day delivery. I was promised an upgrade and the flowers to be sent that day, so I once again promised my friend that the flowers would be there when she got home from work, only once again to be BITTERLY Dissapointed. When I rang them the following morning the same manageress took my call and offered me my delivery fee back only when I asked for a refund anbd then hung up on me when I refused. I will also be taking this to the office of Consumer Affairs and putting it out on Social Media.
Store Representative
Hello, Thank you for taking the time to post your feedback. We apologize if there was any confusion regarding delivery times. Unfortunately not all of our products are available for next day in all areas, and delivery delays can occasionally occur due to many circumstances including local couriers and remote areas. If you care to forward your order number, we would be happy to investigate with the manger on your behalf in order to determine what happened.
We apologize if there was difficulty achieving resolution from customer service; usually our agents go above and beyond to try and please. Your post has been forwarded to the manager for review with our agents. It's good to read that you were offered the upgrade and delivery refund, and we will certainly honour that.
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.
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
I ordered 2 dozen roses for valentines day which never showed up. I called and couldnt even leave a message because the mailbox was full. I finally got through the next day and was told it has happened a lot and they couldnt make a decision on what to do. after a few calls i was told they couldnt refund because it was the couriers fault but would upgrade to 36 roses. The emails told me they would upgrade plus store credit but couldn't refund. When the flowers showed up today there were 2 extra roses and that is all. I emailed and was told the upgrade was only $10 worth. Not only can they not deliver on time but I was lied too. Every part of this experience has left me irritated.
Store Representative
Hello, Thank you for your post. We apologize for the delay on your roses. Despite hiring extra staff with extended hours, booking extra call lines, and hiring additional couriers, we still experienced a much higher than anticipated call and delivery volume this Valentine's Day. We apologize for any frustration you experienced in reaching customer service help. We did indeed experience an entire truckload of our orders go to the wrong depot on the part of the courier, and our agents worked to try and resolve this as quickly as possible. We apologize if the resend with upgrade was not to your satisfaction. Our customer satisfaction rate is extremely high and your issue is important to us. Please email customer service with your order number should you wish a manager to further review your order history. Best regards, Bloomex Australia
My husband ordered from Afghanistan valentines flowers, they did not arrive despite paying extra for delivery. On 18 Feb I rang to find out where flowers were, to be told they would re deliver a FRESH bunch of flowers, I said I didn't want the flowers just a refund but ended up with a $20 upgrade... I clearly clarified this would be $20 worth of extra flowers in the bunch to be delivered AFTER 4pm! 19 Feb at 1330 I got home early to find a box at the door, to my surprise the flowers were in it!!! A card and a box of chocolates. Flowers were brown on edges, squashed, oasis was DRY and the leaves were falling of the stems. Phonecall 1. Flowers must have been original delivery. Phonecall 2. Date is 18th on label - flowers are replacement. Operator hung up when I expressed my dissatisfaction. Phonecall 3. Called back to get email to send photos to. Call 4. Husband clarified there should be no chocolates - operator hung up after yelling at me and telling me I was wasting her time. Phonecall 5. Called Back to be told to send a photo of damaged flowers and stop wasting operators time. Call 6. Finally communicated that order was not correct as replacement was +$20 floral upgrade not chocolates as I'm allergic to chocolate hence clarifying in call on 18 Feb. Request to send photo of total order.
In every call I was subject to attitude abuse and in one instance being sworn at by customer service rep. Advised I would have resolution by Monday. Complained via face book and husband sent email to confirm my 3 emails with photos. Bloomex replied to him not me, stating he absolutely got what he paid for. NO CUSTOMER SERVICE AND NO STICKING TO THEIR GUARANTEE OF FRESHNESS, DELIVERY ON TIME OR CORRECTNESS OF ORDER. Will be contacting fair trade Australia.
Store Representative
Hi Tanya, As per our many conversations regarding your order, we apologize again that the Valentine's order was delayed by the courier. We did experience a few delays due to one particular courier and we apologize for the obvious disappointment this created. We also apologize if you received any customer service that was inefficient or discourteous in any way. This has been reviewed thoroughly. We are sorry that the resend of flesh flowers with chocolates was not to your satisfaction. The manager was fully informed of your complaints and has reviewed your file and the staff conduct with all agents. As per earlier communication, you and your husband have been a full refund on your order. We hope that this has provided resolution, and we apologize again that we were not able to provide satisfaction earlier. Our customer satisfaction rate is very high and we work hard to resolve any and all difficulties as quickly and professionally as possible. Sorry again for the disappointment and frustration you felt during this process. Kind regards, Bloomex Australia
The only reason you "resolved" the issue is because I took to social media and public forums and have made a complaint to fair trade Australia. The "many phone calls" you quote are the ones I made to you rude staff. To this date the only response I have received is here and yet I made the complaint! As to high customer satisfaction check out Facebook "bloomex sux" I stand by my initial comment "DO NOT USE THIS COMPANY"
Birthday flowers and fruit arrived damaged, dying and with visible mold. Company response was to hang up the phone when I tried to complain. They also made up false names, gave incorrect contact information and tried to invent laws and regulations to defend their appalling practices.
Store Representative
Hello, I believe this was resolved some time ago. We apologized for the fruit arriving in less thank peak condition, as quality is extremely important to us. We offered to resend a fresh basket immediately, but a refund was preferred. A refund was issued. We apologize if there was any confusion regarding communications with our customer service department. A manager was alerted to your messages and investigation ensued with the agents who handled your order. We have an extremely high customer satisfaction rate so your concerns are important and were followed up. Thank you for your feedback and we trust that the issue has now been resolved for you.
Quite the contrary; this order was only recently refunded and only done so after a case was opened with NSW office of fair trading. Bloomex refused a refund outright, disconnected customer service calls and failed to deliver a replacement order that was explicitly assured. I also take issue with your claim to have a high customer satisfaction rate. Your online reviews would suggest completely the opposite and indicate that your assertions in this regard are fanciful. There is no 'confusion' of any kind, your service is sub standard and I urge others considering to use order with you to review the feedback other Australian customers are leaving for bloomex.
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The days came and went and my mum still did not get her flowers.
I called (from overseas as I'm in the uk and mum in in Oz... Super expensive) still no reply but a single 'our manager is looking into this'.
I waited another 2 days, still nothing.
I called again and asked for a refund. No one could help.
At the very last minute and too late for me to make other arrangements for Mother's Day as it is late Friday, the sent an email with a refund ..
Thanks bloomex for nothing.
WORST .FLORIST.EVER!
So sorry to read about the delayed delivery on your order. Mother's Day is the busiest day of the year and we do our very best to get everything out on time, with a very high customer satisfaction rate. Unfortunately, some delays do occur with our couriers and we offered you a refund as a result. We sincerely apologize for the frustration you experienced.
Sincerely,
Bloomex
http://www.fairtrading.qld.gov.au/lodge-your-complaint
to protect others from being in the same positions as we were!