ABSOLUTE NIGHTMARE!!! DO NOT ORDER FLOWERS FROM THESE PEOPLE!! My husband ordered flowers for our wedding anniversary to arrive between 1-5pm. Flowers did not turn up by 5pm. We left home at 6:15pm and returned the following morning to find them on the doorstep, wiltered and sitting in warm water. My husband rang them and they gave us a $60 credit. So a few days later, I tried to use the credit. WHAT ANOTHER NIGHTMARE!! Their website was not working properly so I had to call them to place the order. Website says orders placed by 1pm are guaranteed same day delivery. NOT TRUE! This only applies to flowers that cost over $60! To cut a very long story short, I had to endure a very lengthy, unprofessional telephone conversation with two sales people who I could hardly hear and whose telephone manner and communication was pitiful. In the end, I had to pay an additional $16.95 to get the flowers delivered the next day!!! Then they spelt my name wrong on the card and got the delivery address wrong!! GO FIGURE! NEVER AGAIN!
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.
I deeply regret not doing a quick search for "bloomex reviews" before placing an order.
Items ordered 8th for delivery on 10th before 3:00PM. They insisted order was on way on 10th right up to 7PM. On the 11th they advised order was "missed".
Full horrible details the same as every other person's notes on this site.
I have been trying to get my refund of $144 ever since - below is latest chat transcript
Keith enters the chat Keith 12:15 PM
Hello!
How can I help you? You 12:15 PM i am wanting my refund processed please Keith 12:15 PM
Could you give your order number please? You 12:16 PM it's for order 01144364 You 12:18 PM hello? You 12:19 PM is there anyone there? You 12:22 PM hell? You 12:22 PM helllo? 12:42 PM Keith has left the chat 12:42 PM Session was closed. If you need the further assistance, press Refresh button of your browser.
Store Representative
Hello, Thank you for your post. We apologize if there was a problem with your order being delayed due to a florist error. Our customer satisfaction rate is extremely high (almost 98%) but occasionally human error does occur. We definitely stand behind our products and services and will be happy to look after you.
We apologize if our live chat operator was unable to look after you. Please email customer service as per our policy, and we will be happy to provide you with full resolution. I have forwarded your post to our manager but would need an order number or name to investigate on your behalf. Rest assured we will respond to your inquiry and work toward a resolution.
We apologize again for the delivery delay and for any inconvenience that you experienced. Thank you again for providing your feedback. Best regards, Bloomex
No - it was not a florist error - it was a Bloomex error. Susan and Karen confirmed order was on it's way on 10 December. They were misleading.
No - your customer satisfaction is appalling and low - please do a search for "Bloomex reviews". A survey of you own fake reviews is not an accurate reflection of your customer satisfaction ratings. You need to actually get it from your real customers and act on it if you have any integrity. I can see no evidence of that whatsoever!
No - it was not only your chat operator who could not look after me. Nerita? Nerida? who knows - some Canadian person promised my refund two weeks ago, It was only when I called to say that I had lodged a disputed credit card transaction with Visa that you delivered the refund owed to me.
No - your manager will not look after me. I have asked to speak to managers all the way through this sorry saga and every one of your staff have refused and bull-shitted some story about how they can't transfer customers to a manager. Promises to call back have *never* happened.
No - you will not respond to or resolve this issue for me. I have asked for that multiple times over the past two weeks. It's absolute crap that in order to hear from you and get an apology for "delivery delay" (actually it was DELIVERY FAILURE) and inconvenience (actually it was deceitful, rude and/or incompetent staff and management) has to be done through a public site like this.
The order number as given to this site, to Karen, Susan, Nerida, Sam, and others with "no name", via your website, via email, via phone calls is LF1144364.
I am resting assured you will not respond to my inquiry, you will not work toward a resolution, and you will not improve your service whatsoever.
Thank you for your reply. It's obvious that you are frustrated and we are sorry that you found it difficult to reach customer service or achieve resolution. Our customer service agents do try to sort out each issue and check accurately with couriers and production in order to track orders but it seems as if there were issues in dealing with your inquiries. Again, this is the first I have read of this and am passing all of this to the manager so that they are aware and can examine the way that your order was handled.
All reviews posted on these online sites are the feedback provided by real customers and the vast majority of our customers are happy ones. We do not post "fake reviews" on any customer review sites.
From your earlier post it seemed as if there was a delivery delay so I apologize if I misread your post. Our couriers pick up items and when our agents check on an order, the status will read that the items are en route. Apparently there was non-delivery and we usually act quickly to find out what happened with the courier and to issue an immediate re-send. As mentioned, the way your order was handled will be reviewed to see how service could be improved.
I am glad to see that a full refund was issued to you but we apologize if there was any delay or confusion in it being provided. As soon as refunds are approved it is usual policy to issue them the same business day, to ensure that every customer is looked after. We do appreciate your feedback and rest assured we will be checking into all of it to ensure that our agents are handling things with our usual very high standards.
I was certainly frustrated when trying to get your customer service agents (Susan and Karen were two I got names for a few of others I have no idea - you don't identify yourselves unless asked) to sort out your failure. Please note - I did "reach them" - the thing is they did nothing when I got there! They did not do their best. They either lied about the delivery in progress, they failed to check properly, or they actually said they couldn't do anything about it (ha!).
But I am no longer frustrated - I would say I am now appalled at your continued avoidance of addressing your fundamental bad service and poor communication.
You don't need to tell me how good you are. It's not my experience and I certainly don't believe you. How about you prove it with actions instead?
You seemed quite confident it was a "florist error". Although now you are saying this is first you heard of this. Perhaps you should speak to Susan/Karen/Nerida or Nerita/Megan to check your facts? What did they say? Have you done that yet?
Who exactly is the manager you are referring this onto? The best I could get was name like "Megan", and I was promised a return call from her because Bloomex "service" operators cannot phone or transfer calls to managers (!!). "Megan" never did return my call. No "manager" ever did.
In terms of the refund - what a load of codswallop that you process them the same day! Nerida/Nerita said within 2 business days. I had to make a disputed claim with Visa a full week later to prompt you to give me my refund.
It's an absolute disgrace that you ignore and deny mountains and mountains of customer feedback, continue to provide appalling service and communication, and have the audacity to pronounce that you work to high standards.
People go to a lot of effort to complain to ensure others do not have to experience the same disservice and disappointment. How about you listen to them, and not deny them - and turn your attention to taking this feedback on board and actively transforming your service into a standard professional operation instead
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 ordered a bouquet of flower via online on the 16th December 2014 for a delivery on the 17th december 2014.its a surprise gift for my sister's graduation. i instructed the flower to be delivered between 2pm-4pm . around 4-ish the following day, i asked them where about was the flower via online chat. the operator,Anna cant tell me the exact time it will be delivered and only said the delivery time is bet.12-5pm.. i message her again and said its close to 5pm surely she can find out where about was the flower..she told me her manager will email me regarding that. few minutes ago, the manager told me that the flower will be delivered the following day (18th dec) becoz i ordered the flower outside the business hours. when i read through the delivery policy it only mentioned 'for next day delivery before 5pm, place your order the prior day'..it didnt mention anything on cut off time.. . i contacted them again and demand for answers. the operator, Anna repeated the same thing as what stated in the manager's email. the order will be delivered on the 18th december 2014. i wasnt happy at all! few seconds later, she told me the order has been sent out to the delivery address and its already after 5pm..
When my sister got the flowers, it was nothing close to what i ordered. ( see photos attached)...
Seriously, this is a nightmare.everything is so confusing and messed up. they cant deliver what they have promised. i dont think they have a proper procedures.. they tell you one thing and in a split second , they tell you something else.. thats it.. im not gonna use their service anymore...first and last..
Store Representative
Hi Diana, We have since spoken on our social media sites and I am glad that we were able to resolve your delivery issue for your sister's graduation flowers. As we discussed, unfortunately you had placed your order after business hours and it was not available for same day delivery. We apologize for any confusion in this regard, and for your initial difficulties in reaching a resolution with our chat operators. We appreciated your feedback and we did provide full refund for your delivery fee.
This is the first I have heard that you were unhappy with your sister's flowers, but we hope that you emailed customer service with your comment and photo. We stand behind our products and services and are happy to provide you with resolution. I have passed along your comments to customer service in case you have not done so yet. We will ensure that your order is looked after.
Thank you again for your feedback as we do take all customer comments on board for improvement.
For your information, when i spoke to your social media representative, i didnt know how the flowers looks like until my sister sent me the picture. even though my comment here was posted on the 17/12/2014, but the real fact it was posted much later by the admin. therefore, i managed to amend my review to include the photo.
Honestly speaking, if i told your social media representative i wasnt happy with the flowers, what can she or he do about it? the most you guys will apologize to me. if you ask me, i want a full refund because : 1) u didnt honor the delivery time as promised 2) the flowers that arrived looks nothing close to the one advertised on your website.
Unfortunately, i know you guys will definitely not going to give me a full refund which i have been trying to get it from you in the beginning. to go to fair trading and drag this case to tribunal etc will be one long and tricky process. because of all these , i settled for refund on delivery cost and taxes.
As mentioned I hope that you sent the photo and your comments to customer service. When we updated you as to the delivery time and you expressed your dissatisfaction, we promptly refunded you full delivery and taxes. You wrote back that this was acceptable and we assumed the matter taken care of.
At that point the flowers were in transit. After delivery we had no notification that you did not like the flowers, until we came across your review here.
If customers are unhappy with the quality of their bouquet for any reason they have only to email customer service for resolution. As mentioned, I have forwarded your post and photo to customer service on your behalf. They will email you with an update and please feel free to get in touch directly should you require more immediate assistance.
Thank you again for your feedback and rest assured every customer who contacts customer service will be addressed.
as i mentioned in my previous comment, i didnt know how the flowers look like when i accepted the refund on the delivery cost and taxes. you mentioned in your latest comment that you assumed that the matter take care of. i also assumed despite the late delivery, the flowers will turn out as beautiful as the one in your website. unfortunately, i was totally wrong.i only get the picture of actual flowers few days later, sent by my sister via whatsapp. Bear in mind i live outside Australia.
at that point, i wasnt happy at all... but at the same time, im not bother to go back to you guys and complain about the flowers. its already bad enuff try to sort out the late delivery issue . Now, this ... it took up so much of my time .. i dont want to go down to that road again.
offering me a store credit is pointless at this point as i told your social media representative, i would not going to use your service any more.
Lastly, im not going to pursue this matter further. However, I feel compelled to make my complaint known to help prevent anyone else having to go through an experience such as this again.
My mother order flowers on 26/02 to be delivered 27/02. Flowers did not arrive. Flowers arrived to my office on 02/03. On opening flowers were dead , clearly were in the box from Friday.
I called to enquire & was told that my mother had given the wrong suburb.When I told them that the delivery docket in the box said the correct address, the staff member said yes because they corrected it.I then asked why did you then send me dead flowers.
I asked for a refund , they refused said they would send new flowers with $20 upgrade. Flowers were due 03/03.
Courier called my mother on 03/03 to say flowers were to be delivered prior to 5pm.
Surprise surprise - no flowers arrived.
Again I called to organise a refund. Was told that a Sales Manager would call tomorrow to discuss refund.
Sales Manager called the next morning to tell me flowers would arrive that day. I told her I wanted a refund. She kept on talking that the flowers would be delivered today & as I was only the recipient I could not be relied on for information my mother gave me. She said that a courier did not contact her & that only contact has been through emails.
I ended up ending the conversation as she kept talking over me & was very frustrated.
After reading other reviews regarding them , it looks like they say the same thing to any customer who has an issue.
Store Representative
Hi Julie, Thank you for posting your review. We are sorry to read about the mistake in the address that was provided. In most cases we try to catch the mistake in time and can intercept with the couriers. We are also sorry that your resend of fresh flowers was also delayed. If you care to provide you order number, we will pass along all your comments to the manager for further investigation. We apologize for your frustration as our customers are very important to us. Kind regards, Bloomex Australia
Ordered 24 roses to be delivered Saturday 28th of February, by 2pm I noticed the flowers had not arrived, I called them and they said around 5pm the roses will be delivered. the flowers arrived 24 hrs later, on Sunday 1st of March in the afternoon,( we left 12:30 pm to go to another party and arrived back home at 7 pm to find the box of roses on my doorstep)
On Saturday was a special occasion coz we threw a 60th birthday party for my wife.
I rang BLOOMEX, MONDAY MORNING, Bloomex only offer to replace the bunch of roses or give me a credit note, but it's too late, the party and celebration are over, the special day was on Saturday.
I only want a refund because they didn't honour the agreement, and they refuse to do it.
Someone in that company made a mistake, and the customer has to pay for it,that's unfair.
Store Representative
Hello, Thank you for posting your review. We are sorry for the disappointment you experienced. Our customer satisfaction rate is very high and we strive to look after all our customers. If your issue has not yet been resolved, and you care to post your order number here, we will be happy to investigate on your behalf. Best regards, Bloomex Australia
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My husband ordered flowers for our wedding anniversary to arrive between 1-5pm. Flowers did not turn up by 5pm. We left home at 6:15pm and returned the following morning to find them on the doorstep, wiltered and sitting in warm water. My husband rang them and they gave us a $60 credit. So a few days later, I tried to use the credit. WHAT ANOTHER NIGHTMARE!! Their website was not working properly so I had to call them to place the order. Website says orders placed by 1pm are guaranteed same day delivery. NOT TRUE! This only applies to flowers that cost over $60! To cut a very long story short, I had to endure a very lengthy, unprofessional telephone conversation with two sales people who I could hardly hear and whose telephone manner and communication was pitiful. In the end, I had to pay an additional $16.95 to get the flowers delivered the next day!!! Then they spelt my name wrong on the card and got the delivery address wrong!! GO FIGURE! NEVER AGAIN!