Flowers never delivered, total disappointment, feels like a scam
I ordered flowers, a teddy bear and a card, well in advance of the delivery date.
The courier went to the office address at 12pm when everyone was out to lunch.
The courier saw my colleagues returning to the office but he left in his car, instead of making another delivery.
Bloomex Service Reps claimed that the courier tried calling the recipient several times and went back again to make a redelivery. ALL FALSE.
BLOOMEX AUSTRALIA is a SCAM! NEVER TRUST THEM WITH YOUR MONEY!
Store Representative
Hello, Thank you for the feedback. We are sorry if the recipient was not at the provided location when the courier attempted delivery. Our couriers do not know when a particular lunch break occurs and may not be able to determine who the recipient is from among the colleagues going into an office building, but a delivery attempt was made. We did also attempt several re-deliveries in an effort to complete your order. I have passed this to customer service who will look into your resolution. We stand behind our products and services with a nearly 98% satisfaction rate and are sorry that you were not completely happy. Best regards, Bloomex
I am a male/customer of your Australian service; Brisbane, Queensland in particular.
I am currently living in Longreach, QLD and in a long-distance relation with my fiance who lives in Brisbane, QLD which is a 14 hour drive from my location.
On the 3rd of November, 2014 I placed an order #1189297 to be delivered on the 4th of November 2014. At this time, I was unaware the warehouse that puts the orders together was closed for the day. I thought that due to the fact that I was able to select the 4th as a delivery date, that i was to be sent.
At 5:00pm on the 4th of November 2014, I was notified by the intended recipient of the flowers that the flowers did not get delivered. I contacted the company querying this. They notified me that an email was sent at approximately 7am on the same morning say it is unable to be delivered. This email was sent to my junk file and I did not notice it until after this phone call.
They informed me that it was to be sent on the 5th of November. My fiance was not going to be at the delivery location from this date until the 9th of November and would not be able to receive the flowers. I informed them of this and they stated that it was too late, and that the flowers were in transit and would not be returned. I told them the flowers would have no recipient now and would not be able to be collected for 4 days and would surely be wilted or not in good condition.
I stated I wanted a refund on my flowers as I paid a lot of money for them and they are now essentially worthless. They stated that once the order has been changed to "delivered" then I can claim non-delivery and get store credit. I was displeased with this as I no longer wanted the flowers as they were for a specific occasion, which has now passed and that I wanted my money back. They refused.
Since then, I have been in contact with a few persons at the Brisbane location. I am overly displeased with the customer service I received. I was not treated with respect and this made my overly agitated and furious. They would not offer an outcome which was suitable and I was unable to speak to the persons I wished to speak to. (The managers)
When I requested I be called back when the manage was in, they said they would pass on the message. I did not receive a call.
When I asked the name of the person I was speaking to, she said it was Sarah, but nothing else. When I told her she was not helping my situation and being highly unsympathetic, I was hung up on. This made my 100% angry and I will never be using the company again for my flower deliveries.
I am still waiting for my money back. They told me I can claim non-delivery once the status has been changed to "delivered" but it has been 1 day since the supposed "delivery" but the status has not been changed. I an unsatisfied with the service I have received. I paid an excess of $50 for flowers which were never claimed or delivered to the intended party. I would like a refund on my product.
I expect a swift reply.
Regards
Jacob.
Store Representative
Hi Jacob, Thank you for providing your post. We were sorry to hear about the confusion regarding your order, and that your email update went into your spam folder by mistake. We apologize that the courier was unable to deliver to your area. Our overall customer satisfaction rate is nearly 98% so unfortunately your order was the exception. I believe by now that things have been resolved as we did make several attempts to sort out a resend of your products and/or provide credits. If you are still dissatisfied with our products or services please feel free to get in touch again as we stand behind both. We also responded on Facebook, which we hope provided some added clarity. Sorry again that the courier was unable to deliver to your area and that you did not see the email in time. Best regards, Bloomex
I received flowers yesterday for a condolence from this company. The flowers were nice enough although going brown on edges. But the msg sent was totally inappropriate. The message was printed in smeared ink on the receipt right under were the delivery details. The receipt also offered discounts and included advertising material. On these occasions it is not only undignified but truly tacky to have a message sent like this. These are special memories from friends which are keepsakes for this sad occasion. I cannot keep this message because of the disrespect shown. I suggest they review service and research etiquette for funerals
Store Representative
Hi there, Thank you for the post. We are sorry to read that you did not feel the message was adequately presented. We genuinely appreciate the feedback and I will pass this post to our manager at customer service. We are always looking for ways to improve, and we welcome all responses from our customers. Best regards, Bloomex
disappointed don't waste your time and keep your money
I placed an order on 17/11/2014. They had an option for next day delivery. To date 72 hours later the order is still not delivered. I requested an explanation for the delay and they were unable to provide these details. Blaming the the courier for delivery delay. It's just flowers. The occasions past. I will not be doing business with this company again. I prefer to walk into the florist and buy the flowers myself. It was a bad experience. I requested a refund they explained the refund policy but it's still not satisfactory. I feel discouraged to do any further transactions online. Please save yourself the stress and DO NOT SHOP WITH BLOOMEX.
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
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The courier went to the office address at 12pm when everyone was out to lunch.
The courier saw my colleagues returning to the office but he left in his car, instead of making another delivery.
Bloomex Service Reps claimed that the courier tried calling the recipient several times and went back again to make a redelivery. ALL FALSE.
BLOOMEX AUSTRALIA is a SCAM! NEVER TRUST THEM WITH YOUR MONEY!
Thank you for the feedback. We are sorry if the recipient was not at the provided location when the courier attempted delivery. Our couriers do not know when a particular lunch break occurs and may not be able to determine who the recipient is from among the colleagues going into an office building, but a delivery attempt was made. We did also attempt several re-deliveries in an effort to complete your order. I have passed this to customer service who will look into your resolution. We stand behind our products and services with a nearly 98% satisfaction rate and are sorry that you were not completely happy.
Best regards,
Bloomex
please report them here
http://www.fairtrading.qld.gov.au/lodge-your-complaint