My partner was in hospital so I ordered a flower bunch, card and chocolates to be delivered next day. The following day I received an email and had to call them as they were unable to deliver my order for a further day, I then received an email that the product I ordered wasn't available in the area and instead delivered a different item that day. The website is not very professional and the company is based overseas. Although prices were good, service was lacking.
Store Representative
Hi Dylo,
Sorry to hear of the issues you ran in to. Just wanted to clarify that we do have an office and production facility based in Sydney. Regardless, our apologies about the trouble -- it's certainly a rare occurrence, but we're sorry all the same. We hope you'll give us a chance to make it up to you in the future!
Terrible Service, no Delivery on valentines day and no refund
I ordered flowers on the 4th Feb to be delivered on 14th Feb. I paid $83 for guaranteed delivery. From 1.10pm I started calling to see where delivery was at. It took at least 20 calls to finally get through. He assured me they were on route and would be delivered by 54pm, but they legally had until 5pm.I called again at 4, and was assured they would be there by 5pm. I told the man that if they were to be there after 5pm, I did not want them to be delivered at all, as they were meant for the 14th Feb only. At 5.30pm they were still not delivered. I tried calling Org that evening and sent emails over the afternoon and then the next day, I phoned repeatedly the next day and for the following 4 days, but they were not taking calls. They then delivered a box with spilt coffee all over it to my partner, at work on the 15th Feb at 3.50pm. The flowers were partially dead, the foam thing dry. They did not look like what I had originally ordered, and I had paid for the bunch to be supersized, but they quite obviously were not. I have since spoken with them, and they were quite rude, and said they will not refund as the flowers were made to my order, and eventually delivered! This is their response. As it was busy on Valentine’s, the courier was unable to deliver this on time, which is what most likely caused the flowers to not be fresh upon arrival. We will refund your delivery fee because the service you requested was not met, but we cannot offer a refund for the flowers. I want a refund not more dealing with the company or poor quality flowers! Now they will not even respond to me.
Store Representative
Hi bec11,
Just wanted to say sorry for your experience. Valentine's Day is unquestionably our busiest time of year, and for the delivery services as well. Still, your case sounds rather unusual, and sorry to hear of your trouble all the same, and hope you have a great day. Sincerely, Bloomex Australia
Similar to Bec11, I had a terrible experience. I ordered 2 dozen long stemmed roses & a hand blown glass vase 2 weeks before Valentines Day. What was delivered was a bunch of roses (not long stemmed) & no glass vase. I tried for days to contact them, eventually getting their office in Canada on Live Chat. I was promised a call from a manager on the next working day - nothing. On 19th Feb I received a call from an extremely rude & argumentative girl who continually talked over the top of me. They would not refund, only provide a "store credit", or they would redeliver (but only after their flower delivery came in to Sydney on 25th Feb). I was told that if I take them to court, this is all I will get anyway, and then she hung up on me. I do not want flowers 2 weeks after the event, I don't want to ever deal with this company again, and I still have not received the vase I have paid for. They have since cancelled my account. I am taking further action.
please report them here http://www.fairtrading.qld.gov.au/lodge-your-complaint
I ordered flowers on Sunday and paid for next day delivery. They were not delivered on Monday, so I called Tuesday. Before calling I had emailed twice and had no response. The operator apologised for no delivery, but told me they were on board with the driver ready for delivery. They had not arrived by 530pm Tuesday and delivery time was stated as between 12 - 5pm. I tried calling again, but got voicemail. I emailed asking for the refunds process as I was not happy with the service. At 630 pm my friend called to tell me that the flowers had just arrived. There was no knock on the door, my friend just happened to hear someone walk up her front stairs. The flowers were just left at the door with no warning. I have not had any contact from the company at all about my order or concerns. I will not use this website again and will tell others of this bad experience.
Store Representative
Dear Fe2013, We are sorry to hear of your experience. As you can likely understand, the parcel is out of our hands when it is with the delivery driver. Sorry all the same for the delayed delivery, and hope that you enjoyed the flowers. Sincerely, Bloomex Australia
I don't usually write negative customer reviews because they seem trivial - I know companies have off days, and they shouldn't be judged on a single order, but my experience with Bloomex was truly awful. I payed extra to have 6 long stemmed roses and a small teddy bear delivered to my partner on Saturday for our anniversary. However, that morning I awoke to an email stating that they had cancelled the order, and would not be delivering it until Wednesday. When I called the Bloomex customer service line the first time, I received no response. The next time my call went through, but to say the employee was unhelpful would be an understatement. The pricing on the site is generally quite good, but with the money I payed extra (only to have it delivered on Wednesday), I could have gone through an alternative retailer for cheaper.
I also find it interesting that they state they can't deliver on Saturday's - yet at the checkout, Saturday is listed as a delivery option for extra payment. I wonder how many other people have fallen for this?
Overall, it's a decent business model that COULD do well, but their customer service is appalling.
Store Representative
Hey BJUDD,
Thanks for the feedback on your experience. Sorry to hear of the mix-up. We do in fact deliver on Saturdays; the only occasional issue is for same-day delivery on Saturday, to more remote areas -- is that what might've happened in this case?
Our sincere thanks for using Bloomex, and we hope to see your business again down the line.
I wouldn't consider the Gold Coast 'remote' by any means, and there was nothing to suggest that this was the case in the email I was sent on Saturday morning.
I am also yet to be reimbursed for the extra money I payed to have the flowers delivered on Saturday - I have contacted your customer help line, to no avail.
It's now Thursday, and I still haven't received my delivery (which had already been delayed to Wednesday). According to their customer service line my order wasn't processed, despite the fact that payment has been taken from my account. I even called on Saturday morning to confirm the delivery dates! Hands down one of the worst companies I have ever dealt with - this is the first time I've even written a review, because their service is honestly that awful. Do yourself a favour and go with a different brand. It may cost a little bit extra, but you're at least guaranteed to receive your order! Now I have to go through the process of getting a refund! Waste of time and money.
Hi again BJUDD -- Thanks for notifying us. I have specifically looked in to your case and found that there was a logistical issue with shipping your specific combo on the Saturday; there seems to have been some mix-up with the customer service agent. We will be adjusting the wording on our site to completely ensure this sort of situation doesn't happen again. I just looked at the order system and see that a refund is pending. These cases are exceedingly rare, but we sincerely apologize all the same. Regards, Bloomex Australia
Unaccountable, no flowers received and no customer service reply
I purposely booked the flowers 2 days in advance to accommodate any unforeseen circumstances, yet my friend did not receive any flowers from Bloomex. It is now the 23rd and still no flowers and no reply from customer service, I doubt I will ever get back my money. I have left clear instructions for your company to call my friend in case you can't find her at the delivery place, yet my friend received no calls and no flowers. Your company is really quite bad, do you know how bad this made me look in my friend's eyes? I hope you do not purposely send her dead flowers later on just to make me look even worse.
Store Representative
Hi Moonobserver, Thanks for the feedback. Sorry to hear of the confusion, sounds like the instructions could have gotten knackered somewhere between us and the delivery company. If you still would like to take up the issues with customer service, please call them at 1800 451 637 and they may be able to rectify the situation for you if it's as described. Thanks very much and all the best. Sincerely, Bloomex Australia
After checking with an operator BEFORE ordering whether my order would be same day delivery, (as it stated otherwise on website)
They assured me if i ordered before 11am they would arrive today if it was in Sydney. Turns out they don't.
At 4pm i tried to contact someone in Sydney Office but the phone diverted to an internet phone for an office in Canada. Apparently by 4pm the office in Sydney is closed.
There was no one i could speak to regarding my order, as it had obviously not arrived same day as promised.
As it is after hours in Canada at 4pm AEST, there was no manager or ANYONE who could help me out.
As a result the only chance I had to get the flowers delivered passed.
There was "nothing they could" apparently.
This is unacceptable for a flower delivery business. Don't believe they operate out of Australia because they DO NOT!!!
I don't even know if I'm getting a refund but there is absolutely no point in the arriving tomorrow.
Not only this, but now it has ruined this very special day. I have no flowers, I'm in a foul mood for our dinner tonight,
STEAR CLEAR of this disgusting money hungry grabbing, uncaring, pathetic excuse for a business.
Sorry to hear of your appalling experience, you're just confirming my suspicions. Thank you for sharing!
Hi Pauly, Thank you for your feedback. We are sorry to read that there was confusion regarding same day delivery options. We do make every effort to clarify the delivery options but we apologize if there was any confusion between you and the operator. Once the flowers have been prepared and the courier picks them up, we cannot call them back and they will arrive at the delivery address. Customer service would make every effort to resolve your unhappiness. Our customer satisfaction rate is very high and we pride ourselves on our products and services. Sorry again for any frustration on your part. Best regards, Bloomex
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Sorry to hear of the issues you ran in to. Just wanted to clarify that we do have an office and production facility based in Sydney. Regardless, our apologies about the trouble -- it's certainly a rare occurrence, but we're sorry all the same.
We hope you'll give us a chance to make it up to you in the future!
Sincerely,
Bloomex Australia