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
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.
Delivery was 4 days late inc. weekend. The flowers weren't fresh. Communication is poor, don't expect them to reply quickly. Be aware.. Unreliable service. Will not deal with them again..
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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
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
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.
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.
http://www.fairtrading.qld.gov.au/lodge-your-complaint