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
This company do not give what they promise. They don't deliver on time and the flowers are dead. They don't refund your money or cancel any orders or answer their phone. If you have been cheated join the large group of Australians that are complaining to consumer affairs. Don't let them ruin the reputation of Australian on line businesses
Store Representative
Hi Motherofthree, Sorry to hear that you were not happy with your experience with Bloomex. We certainly are happy to refund if our policy, as listed on our website, is followed. Thanks for the feedback, and hope you have a great day. Sincerely, Bloomex Australia
Hi Motherofthree, Did you end up getting any reimbursement for your misfortune... it is currently 6 days since I ordered. I was promised Friday that they would be delivered Saturday and then promised yesterday that they would be delievered today
I am very sorry to say that I received nothing. Consumer affairs were happy to take it to court however I would need to attend the court session and as I do not live in NSW it would have meant flying there, a cost I couldn't justify. The consumer affairs person told me Bloomex lied to him and it was obvious. They have had so many reports on Bloomex it's amazing (& disappointing) Bloomex is still in business! Good luck for your complaint.
I writing to you with reference to order number ########, placed on Wednesday the 12th of February via the internet.
I am writing to express my absolute disgust with the order that was received. The contents lacked quality, timeliness and a complete misrepresentation of what was displayed on the website. I have taken photos of the quality (or lack there of) of the flowers for your viewing. Please see attachments as I will reference them as you continue to read.
I had ordered these flowers as a valentine gift for my partner. I had arranged to have these flowers delivered to her a day prior to valentines day, on Thursday 13th. Even though the docket notes that the flowers were delivered on the 13th, they were in fact not delivered until Midday on Friday the 14th (Please see attachment 5). It was paramount that they were delivered on the 13th as my partner and I were both working on the Friday and she would be unable to receive them at any other time.
I waited until later that evening (of the 13th) to contact the business and after learning that I was unable to contact you via the phone (as it was outside office hours), I proceeded to your 'Live Chat support' system. I dealt with an operator called (personal name removed) who advised me my order was still being processed and that I should receive it tomorrow, and then "completed my inquiry" and terminated the session without confirming with me, the consumer, if my inquiry was in fact complete. When I tried to reconnect, i was unable to do so. When I tried to contact the business within operating hours, I had learned that you had ceased calls being answered by your customer service agents and in fact had a voice recorded message diverting all inquiries to your website suggesting that the consumer contact you via the website. So here we are . . .
Once learning that the package had arrived, I found time to go and collect it. Firstly, I was mortified to discover that these flowers came in a box, securing its contents with a zip-tie!!! No where did your website state in your delivery instructions that the bouquet would be wrapped in a cardboard box! I would expect these to be delivered, in tact and in full display for the recipient to surprised.
When i opened the package, there were petals scattered throughout the box which had clearly fallen off old, dehydrated flowers. Not to mention that the stems on most of the flowers were rotting ( see picture 4 VDay wilted rose).
The roses looked as if they had been sitting outside a local corner store for the past week! They were wilted, discoloured & looked old and warn. I would have been embarrassed to lay these flowers on anyone's grave, let alone give them to someone who can actually see them. I am just glad my partner never saw them. How embarrassing.
I had purchased a a bouquet from your website www.bloomex.com.au on special for $65 and had paid an additional $9.95 to "super size" my order. Given that your advertising suggests that this particular bouquet ordinarily sells for $130, its fair to say you would expect a large bouquet of flowers. To then super-size the order on top of that, one would expect an impressive bouquet of flowers (I refer you to picture marked 1 VDay bouquet). Instead I received an abysmal bouquet of flowers that was a complete misrepresentation and had NO resemblance to the picture displayed on your website.
As you can see that the goods & service you have provided have fallen well short of acceptable and this situation needs to be rectified. Promptly!
As the occasion that these flowers were intended has passed and that the quality, the size & the presentation of these goods were not at all fit for sale nor what I had paid for, I am seeking full reimbursement for my purchase. A replacement order is NOT an acceptable means of reimbursement. Should you dismiss my request for a full reimbursement, I will be sure to escalate this matter very promptly through the appropriate channels.
You can contact me on ************ to discuss how you will rectify this issue.
Bloomex responded with a generic response and did not address any of the issues raised except - "another bouquet has been sent". We are still waiting on that to arrive... My advice, go with a reputable company!! Avoid at all costs!
I will never use this company again either, their customer service leaves a lot to be desired and any company who send emails that customers never receive have to be questionable!
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.
DO NOT EVER, I REPEAT EVER SHOP AT BLOOMEX. SCAMMERS
I ordered from bloomex on the 12th feb for valentines day, selecting the option for it to be shipped for that date. so i get an order confirmation via email and it states the delivery date will be on the 20th feb. so i call up the next day advising that i would like to change the date for it to be sent on the 14th and the rather emotionless lady confirms thats fine. on the morning of the delivery i call up to see if i can change the delivery address when a lady advises me that this cannot be done, which was fine. so i wait all day on valentines with my girl waiting for these flowers to come, and big surprise nothing arrives.
conveniently bloomex is unreachable, after many different calls and several left messages i give up and decide i will call them the following day.
i call up the next day and i speak to a guy from the sales department, i call up asking to speak to a manager when he advises me there isnt a manager in today, please call tomorrow. i advised him i would like to cancel my order and get a refund, he tells me he cant do anything but he will put a note on the system so they can see that i called.
call up the following day after several attempts i speak with a useless male who says he is unable to put me onto a manager and gives me no particular reason why. i tell him i would like to cancel my order and that i would like a refund. he tells me that he has cancelled my order and he will get a "manager" to email me later on that day.
i receive an email later that day advising in a nut shell.. oh sorry we will give you a free upgrade on your next order and refund any delivery fee's. WHAT MAKES YOU THINK I WILL WANT TO PURCHASE ANYTHING FROM YOUR COMPANY AGAIN? i have sent emails asking for resolution and not one single promise has been fulfilled, seems like everyone is happy to pass the buck and get nothing done. honestly a shocking "business" which fails to deliver on its promise. Your customer service sucks serious balls. how this business is afloat is still beyond me. If i do not get resolution i will most surely be taking this matter further.
BUYERS BEWARE, DO NOT EVER SHOP WITH BLOOMEX, EVER. i knew i should of shopped elsewhere.
If anyone can shed light on getting a refund, which i find is most likely not going to happen, that would be great. will be making a formal complaint to fair trade if no resolution is made.
cant wait to see what shitty excuse i receive.
Regards,
Shitty customer
Store Representative
Hello Justin, Thank you for providing your feedback here. We apologize for any lack of clarification on your possible delivery date, and for the obvious disappointment and frustration that you experienced. We also apologize if you had difficulties reaching help with customer service, and if your emails did not receive prompt, clear and courteous replies. If you have not been provided satisfactory resolution by this time, and you would like to provide your order number, we can flag your order for further investigation with the manager. Bloomex has a ten year established history out of three countries worldwide, and has very high customer satisfaction rate. Your feedback is important to us and if you require more help, we are happy to assist. Best regards, Bloomex Australia
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
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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
http://www.fairtrading.qld.gov.au/lodge-your-complaint