My sister ordered flowers for Christmas which were to arrive on 23rd December. Nothing arrived. No one phoned. No note was left to say they tried to deliver. Delivery was again organised by my sister for 6th January. Again nothing. On the 7th of January a very hot bunch of flowers arrived and were thrown over the wall on a 35 degree day. No call beforehand, no one rang the bell. They just chucked them over the wall and ran!!! I think they dont deserve anyones business.
Store Representative
Hello June, Thank you for your post. We apologize if there was a delay in the delivery of your sister's flowers at Christmas. We also apologize if the resolution was not prompt and if the courier driver was not taking the proper care. Your comments have been forwarded to the manager and if you care to post your order number that will be provided for additional investigation. Our customer satisfaction rate is extremely high and we apologize again if your experience was less than excellent. Best regards, Bloomex Australia
I placed an order on the 5th of January at approximately 11:30 at night. I chose the date to be delivered as the 6th, and paid the requested amount. I woke up to emails saying that the same day shipping I had requested was not possible, but that my order was confirmed. I assumed this was because I ordered it so late at night, that obviously same day shipping was impossible, but that my order would still be delivered on the 6th, which was the next day at the time of order.
I called customer service to check that this was the case and was told that no, it wasn't and if I wanted it delivered today that I would not only have to upgrade my flower bouquet, but pay extra for the teddy bear and card which was included in the original package and pay extra shipping. This amounted to a further $28 on top of the $55 I had already paid. I was annoyed, but agreed and was sent a confirmation email.
At 6:01pm on the day it was supposed to be delivered, there is no sign of it. When I finally got through to phone customer service, which is nearly impossible, I was told firstly that I would be given the info to track it myself, but then eventually told that it was in transit between Sydney and Melbourne. When I asked to speak to a manger, I was told there was none available. This was before the customer service representative hung up the phone on me!
The following morning I received a call from a delivery person saying he was leaving the parcel at the door. The girl who it was being delivered to was not home, which is why I so vehemently tried to have it delivered the previous day and even paid extra to ensure it was. She was not going to be home until 8pm that night, so the flowers were going to sit in 35+ degree (celcius) heat for 12 hours. When I called and spoke to someone who said she was the customer service manager, she was very rude, continually cut me off and wouldn't let me talk, but scolded me if I interrupted her. She told me that it was my fault as I had not instructed that she would not be home. I told her I expected them to be delivered the following day and had said that this was because she would not be home that day. She hung up on me, twice and at one point, cut me off mid-sentence so I could "take a breath" and never came back. I was then informed that if the flowers were ruined in the heat, I would have to send photos as proof if I wanted them replaced and if they were stolen then, which she scoffed and said never happens, that was another matter. I then received a patronising email further to the rude conversation prior.
The service I have received is abhorrent. It is not the first time this has happened with this business. The first time, without going into detail, the company accused me of lying about my friends grandmother having died because I had not mentioned the death in the card I sent.
Disgusting service, unclear terms and conditions, late delivery, order corrections and upgrades not put through. If I could give zero stars, I would.
Store Representative
Hi Katie, Thank you for your post. We apologize again that for any confusion in communication. Yes, unfortunately at 11:30 pm it is too late to place an order, so it was processed the next morning. Only certain products are available for same day delivery as is part of the various order descriptions so a new choice of item was required if you wanted the item to go out that day.
We also apologize if you were not happy with the customer service you received as we do try to respond to each customer with courtesy and speed. Your comments have been relayed to the manager for follow up. Our customer satisfaction rate is extremely high and our agents are well trained but it seems that in your case things did not progress to your satisfaction, and we are sorry this is the case.
We are sorry that after making these same day arrangements, the courier was delayed and not able to reach your recipient on time. We will be refunded any additional charges that you incurred. If you had any concern about the flowers your aunt received, please send a photo as described and we will be happy to address this also.
Have you read the reviews on here for your company? They are terrible. As for your reply, I never said it was my aunt, highlighting the fact that you do not pay attention to your customers.
Go to your credit card company and tell them bloomex has fraudulently taken your money for not upholding the contract and they will get the money back to you.
Hi Katie, As mentioned, you placed a same day order for flowers, and we were unable to delivery them until the next day due to location, stock and courier. This is regrettable and we do our utmost to fulfill every order we receive for same day, but unfortunately sometimes delays do occur. We apologize for the inconvenience. The flowers were delivered, and your additional same day charges have been credited to you. Thank you again for your post. Sincerely, Bloomex Australia
I can't begin to say how bad this company is. I ordered flowers online from the UK as a surprise for my sister in Sydney. Delivery should have been on 23rd December but nothing arrived. When trying to phone or email it would appear they are closed for most of the holiday. After 4 emails they did eventually answer me promising a delivery on 5th January, needless to say they didn't arrive. By now I have had to tell my sister so it was not a surprise anymore. She called the local number and spoke to several people who made promises that someone would call back. On one occasion was told that as she was only the recipient and not the person ordering the flowers and that she had other people waiting on he line to talk to and hung up.
I think I must be one of the lucky ones as she did get a delivery on 6th January. I have had no apologies or contact from them at all.
I would just like to say please never use this company and spread the word to all your friends about just how bad they are.
They are terrible, but if you do ever get a response on here I'm sure that you will be told that their customer satisfaction is extremely high lol.
Hi Lesley, Thank you for posting your feedback. We apologize for the confusion and the delay in your sister's delivery. We also apologize if you had difficulty reaching customer service over the holiday season. If you care to leave your order number we would be glad to investigate what has been done on your order and provide a more thorough explanation/ resolution for you. Best regards, Bloomex Australia
I was using a different florist for quite some time, but found that every time I ordered, their prices had gone up significantly. I started to feel that although I was a loyal customer, I was was being taken advantage of. That's when I decided to start shopping around for a different florist. Many other online florists offer the same generic products at hugely inflated prices, but when I came across Bloomex, the thing that struck me the most was that their prices were significantly lower than other online florists and they had some unique offerings. Although I still feel flowers in general are overpriced, at least Bloomex is among the cheapest online florists and every other aspect of their service has been without fault. I've now ordered from them at least five times and the order has always arrived on time and in excellent condition. I will definitely be purchasing from Bloomex again.
Store Representative
Hello, Thanks so much for taking the time to post your review. We are delighted that you found Bloomex to provide low prices and a wide array of unique flowers and gifts. We do our best to source the best growers at the best prices. We are also glad that you found the service to be excellent and the delivery on time. We look forward to serving you again many times for whatever you need. Thanks again for posting. Best regards, Bloomex Australia
I recently used Bloomex to deliver surprise flowers to a friend of mine. They arrived swiftly, in great condition and looked even more beautiful than the website photos. I came across Bloomex after my husband used them several times to send me flowers. Being both a sender and a receiver (and they ALWAYS arrived on time!) I am so genuinely thrilled with their service. It is a shame there are a few negative reviews, because between my husband and I we have ordered approximately 12 lots of flowers and never had any worries! Thanks Bloomex- keep up the good work :)
Store Representative
Hello Jess, We are so glad that you had such a wonderful Bloomex experience! It's great to read that you had swift delivery, and beautiful flowers as we pride ourselves on both. Thank you so much for pointing out how often you use Bloomex, and for endorsing us so emphatically. We are thrilled that we are able to please you, as both sender and recipient. We thank you and your husband for your loyal patronage and look forward to many more years of service for you. Thanks again for taking the time to give us such wonderful feedback. Kind regards, Bloomex Australia
Please do not use this company as I ordered flowers on a Friday for delivery the next day on a Saturday. They didn't arrive so I called on Monday morning to be told the Florist was closed on the Saturday. Mind you I had paid the delivery fee for the next day delivery. I was promised an upgrade and the flowers to be sent that day, so I once again promised my friend that the flowers would be there when she got home from work, only once again to be BITTERLY Dissapointed. When I rang them the following morning the same manageress took my call and offered me my delivery fee back only when I asked for a refund anbd then hung up on me when I refused. I will also be taking this to the office of Consumer Affairs and putting it out on Social Media.
Store Representative
Hello, Thank you for taking the time to post your feedback. We apologize if there was any confusion regarding delivery times. Unfortunately not all of our products are available for next day in all areas, and delivery delays can occasionally occur due to many circumstances including local couriers and remote areas. If you care to forward your order number, we would be happy to investigate with the manger on your behalf in order to determine what happened.
We apologize if there was difficulty achieving resolution from customer service; usually our agents go above and beyond to try and please. Your post has been forwarded to the manager for review with our agents. It's good to read that you were offered the upgrade and delivery refund, and we will certainly honour that.
I purchased flowers for my sick mother and then had to change the delivery address to a hospital. I did this all online on the Bloomex website with absolute ease. I received immediate confirmation of my order and then a reply to my email requesting a different address. I ordered 50 Blooms of Alstroemeria and they lasted and lasted. In fact 2 weeks later when my mother returned home I ordered more flowers for her from Bloomex and she actually still had some of the first lot still in flower. which she took home from the hospital. Bloomex is definitely my preferred choice of florists now, and as I am an expat living in Malaysia I am just so happy to have a florist that I can trust and deal with so easily. THANK YOU BLOOMEX.
Store Representative
Hi Linda, Thank you for taking the time to post your review. We are so glad that you found the website to be easy to use and that your changes were made with ease. We hope that your mother is feeling much better and is well on the way to full recovery. It's great to read also that the flowers lasted so well (we do source the freshest flowers possible) and we hope that she enjoyed the second delivery as much as the first. Thank you in turn for your kind recommendation. We look forward to helping you again soon. Best regards, Bloomex Australia
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Thank you for your post. We apologize if there was a delay in the delivery of your sister's flowers at Christmas. We also apologize if the resolution was not prompt and if the courier driver was not taking the proper care. Your comments have been forwarded to the manager and if you care to post your order number that will be provided for additional investigation. Our customer satisfaction rate is extremely high and we apologize again if your experience was less than excellent.
Best regards,
Bloomex Australia
please report them here
http://www.fairtrading.qld.gov.au/lodge-your-complaint