APPALLING, INEXCUSABLE, HORRENDOUS, RIDICULOUS AND UNHELPFUL
What a complete Shambles this place is. I cannot believe they are even a functioning business!
I called them up on a Thursday at 9am, to make sure they could complete a same day delivery request, as their website states they can.... Instead of placing the order online I decided that by phoning them, I'd be able to make sure of the same day service guarantee..
I called and was assured my friends birthday flowers would be delivered by 4pm that day (Thursday). I paid an extra fee for that service, on top of the almost $90 for the bouquet...
When I had not heard from my friend by 4, I wondered if they would have arrived yet, so I waited.....waited.....waited.... I then received an email at around 5pm saying that my order had been "MISSED" and they could not deliver anything that day.
Upon checking my credit card account, I found that the payment incidentally, HAD NOT BEEN MISSED!The full amount had already come out of my account. I tried to call this ridiculous place back immediately and was told that all the operators were unavailable, and this continued on for many hours until I finally gave up (It was then too late to get any other flowers delivered on the same day, so I would have at the very least, appreciated that courtesy from these jokers).
The following day when I called and was transferred to what sounded like an offshore call center, I was told that the flowers could be delivered that day (FRIDAY) and they would refund the $5 same day delivery fee only. HOW APPALLING CONSIDERING IT WAS NO LONGER A BIRTHDAY PRESENT AND WAS NOT MORE THAN 24 HOURS LATER THAN INITIALLY PROMISED... Especially considering Thursday was the Birthday - NOT FRIDAY!!
What completely appalling service, and expensive too.
I would NEVER, EVER use them again and would SERIOUSLY WARN ANYONE ELSE TO BE WARY.... They spoiled a birthday surprise and made me look like I was the disorganised one for having flowers delivered a day late.
I sincerely hope they go out of business. They deserve nothing less.
Service a la clientele tres mauvais, j'ai appeler plusieurs fois pour faire le suivi de ma commande, aucun agent de disponible pour me répondre, de plus j'ai laisse 2 messages vocales, personne ne m'a rappelé. J'ai du téléphoner a au destinataire des fleurs pour faire le suivi moi même. Les fleurs reçu n'ont rien a avoir avec l'image sur leur site, sont affreux. Un conseil trouvez une autre compagnie, selon mon expérience avec eux je recommande a personne. Pour le prix que j'ai payé et le service eu note de 1 sur 10.
I used the company bloomex.ca to deliver some flowers to my dying grandad on the 24th of Dec. The flowers did not arrive and he passed away on the 27th. The flowers were to be delivered to the hospital and up until the 27th they had not arrived.
Bloomex.ca refuse to talk about the non delivery and will not give a refund.
My wife was hung up on with the call centre woman saying her phone can not transfer calls to her supervisor. Supervisor / manager never called us back after multiple calls.
Store Representative
Hi Neil, Thank you for posting your feedback. We are so sorry to read about your granddad's passing and extend our sincere condolences in this regard. We apologize profoundly that the delivery could not be made on the 24th and that the replacement flowers did not arrive. Your comments have been forwarded to the manager and flagged as urgent as we are very sorry to read that your flowers did not arrive. if you care to forward your order number we will be happy to investigate on your behalf. Rest assured we will rectify the situation as soon as possible.Again, we extend our apologies during what must be a very sad time and we will definitely follow up. Kind regards, Bloomex Australia
Since my original review bloomex.ca has got back to me via an email claiming that the flowers were delivered by courier and signed for by an “RV" on the 24th of December at 2:00pm. Granddad, (initials which are RV - his name was on the delivery card), was surrounded by myself and my wife’s family from 1:00 - 4:00pm on Tuesday 24th of December and no flowers were delivered. Furthermore, granddad was secluded from interacting with anyone other than family members (and those only when wearing protective gear) due to the highly contagious nature of his final illness, so wouldn’t have been capable of signing for the delivery in any case.
So basically your delivery company is lying. After numerous times attempting to get in contact with your "management" and being hung on by your "customer service staff" I've contacted my credit card company for a refund as your company will not do this.
State on this public forum that you will refund (not give a "credit") for this horrid service. Order number is 1770066
Lying about a non delivery to a dying man in a hospital is low. How am I to trust your company again?
Thank you very much for providing your order number and that added details. Again, sorry to hear about what must have been a very trying and exhausting time for your family.
We do check with the courier companies that we engage in order to follow up on deliveries and ensure that these couriers are doing the job they say they are. If the customer, however, says delivery is not made we generally side with the customer at all times. We will definitely follow up with your order and ensure that you are looked after. Again, we apologize if you had difficulty reaching customer service and for the non-receipt of your flowers. I have forwarded your order number to the manager in addition to your comments for further review.
3 days later and no contact has been made by bloomex.ca.
How am I being looked after bloomex?
Also, in your first response back to me on this website you said that the "replacement flowers" did not arrive. What replacement flowers exactly are you talking about? Why would you send replacement flowers when your courier company lied and said they delivered them?
"rest assured we will rectify the situation as soon as possible". What have your "managers" been doing for the last few days? Not rectifying this situation.
There are no "managers" only higher level con artists. This company is a scam.
We apologize for any delays but we requested that the courier company we engaged for your delivery send us the actual waybill to document delivery to the hospital. Customer service has also sent you an email directly, so we hope that you received it.
You informed us on December 27 that you did not receive the flowers. We immediately checked with both florist and courier in Halifax and confirmed that yes, the flowers had been produced as per your order, they had been picked up by the courier, and delivered to the hospital and floor as per your order on December 24, on time.
Because, however, you said your family did not receive them, on December 27 customer service offered to send fresh flowers at our expense to another address or to issue you a store credit as a courtesy. We did not hear back as to your preferences, but you were unhappy with the confirmation of delivery (understandably so, since your family missed out on receiving the flowers).
We then requested that the courier company locate and send us the waybill for that truck on December 24 in Halifax. We received it and have emailed you a copy for your records. Perhaps it was a nurse who signed for the order and then unfortunately the flowers did not make it to the room, which is of course highly regrettable especially given the circumstances.
We hope the email helps provide more clarity to show that the flowers were produced and delivered on time. We are still happy to issue a resend or a store credit as a courtesy due to the circumstances and the hospital setting.
We apologize again for any delays in replies or clarification but we wanted to be able to provide verification for you.
Thank you for the follow up and our condolences again for your loss.
1) You did hear back from me after you sent that email stating the 'store credit'. My wife and I called your customer service the 2 following days telling you we wanted, and still do want a full refund. Although due to the woman at your call centre hanging up on us saying "call back another day" I guess she didn't pass the message along. Disgusting service.
2) you are now saying a nurse signed for the delivery under grandads initials? Why would this happen? Besides the fact that is fraudulent to sign under someone else's name it just doesn't make sense. It makes more sense that the delivery guy never showed up, saw the recipient's name and just decided to sign it themselves and call it a day.
3) You can send all of the paperwork in the world, it still doesn't change the fact that no flowers were delivered to a dying man due to your misrepresentation of what you claim you can deliver.
4) in your first response back to me on this website you said that replacement flowers were sent. You just admitted that replacement flowers were actually not sent. You are obviously lying.
5)You still have not answered a very important question that I asked. How am I ever to trust your company again?
6) As I have said a number of times, I do not want a store credit. I want a cash refund. The mere fact that I am STILL having to go through all of this 20 DAYS after the missed delivery date says a lot about the processes within bloomex.
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
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
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I called them up on a Thursday at 9am, to make sure they could complete a same day delivery request, as their website states they can....
Instead of placing the order online I decided that by phoning them, I'd be able to make sure of the same day service guarantee..
I called and was assured my friends birthday flowers would be delivered by 4pm that day (Thursday). I paid an extra fee for that service, on top of the almost $90 for the bouquet...
When I had not heard from my friend by 4, I wondered if they would have arrived yet, so I waited.....waited.....waited.... I then received an email at around 5pm saying that my order had been "MISSED" and they could not deliver anything that day.
Upon checking my credit card account, I found that the payment incidentally, HAD NOT BEEN MISSED!The full amount had already come out of my account. I tried to call this ridiculous place back immediately and was told that all the operators were unavailable, and this continued on for many hours until I finally gave up (It was then too late to get any other flowers delivered on the same day, so I would have at the very least, appreciated that courtesy from these jokers).
The following day when I called and was transferred to what sounded like an offshore call center, I was told that the flowers could be delivered that day (FRIDAY) and they would refund the $5 same day delivery fee only. HOW APPALLING CONSIDERING IT WAS NO LONGER A BIRTHDAY PRESENT AND WAS NOT MORE THAN 24 HOURS LATER THAN INITIALLY PROMISED... Especially considering Thursday was the Birthday - NOT FRIDAY!!
What completely appalling service, and expensive too.
I would NEVER, EVER use them again and would SERIOUSLY WARN ANYONE ELSE TO BE WARY.... They spoiled a birthday surprise and made me look like I was the disorganised one for having flowers delivered a day late.
I sincerely hope they go out of business. They deserve nothing less.