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 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
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.
I ordered flowers for my sister on the 16th December for delivery on the 23rd December..plenty of time I thought. Today is the 24th and they still have not been delivered. I have been told by 'Anna' on livechat that they should be delivered today, but after reading reviews on Bloomex I am not in serious doubt of this. Plus, I did not order them for delivery today, I ordered them for yesterday. No apology, no explanation, just that it is 'under investigation' I wish I had read reviews on Bloomex before ordering.
Well the update 4 days on is that there is no update. Bloomex now don't even answer their messages. There is no outside of Australia number for me to call. I have 5 assurances that their 'customer services manager' will be in touch but no such contact has been made. I am slowly losing it with this awful company. Customer service doesn't exist in their company motto.
Now a week down the road, and still absolutely nothing from Bloomex, no refund, no explanation, I have run out of ways of explaining just how bad this company is.
please report them here http://www.fairtrading.qld.gov.au/lodge-your-complaint To protect others from being taking advantage of by this terrible company
Please confirm refund has been adjusted RE: ERROR: Order Number 01770986
Ellie of Bloomex reported on Saturday Dec 27th the initial order was for "European Sampler Basket" and "Cheese Lovers Basket". Delivered in error were two individual "Bloomex Florist" boxes filled of SAME identical 'sugar snack' items: RECEIVED: 5 (2.5 oz) boxes of "Vanilla Waffle" crunch bar (CreamToastedRiceCrisps) - Product of Indonesia 4 (2.0 oz) boxes of "Water Crackers" (Three Pepper Blend) - Product of Indonesia 4 (1.5 oz) boxes of "Candies de Paris" (Petite Fruits) - Product of Indonesia 3 (5.0 oz) baggies of "Carmel Flavored" Hard Candy - Product of Indonesia 3 (4.4 oz) boxes of "Chocolate Cream" FilledRolledWafers (Crisp&Creamy) -Product of Indonesia 2 (5.0 oz) boxes of "Chocolate Petites" (Smooth Filling) - Product of Indonesia 2 (2.0 oz) boxes of "Mocha Pastry Puffs" (Cream Filled) - Product of Indonesia 2 (2.1 oz) boxes of "Java Wafers" (Crispy Cream Filled) - Product of Indonesia 2 (2.0 oz) boxes of "Wine and Cheese Biscuits" - No Product Country Name 5 (?????) (silver-dollar-size) saran-wraps of "Babybel Gouda" - No Product Country Name or ingredients or size
31 TOTAL small boxes of sugar sweet treats (15 per each Bloomex Florist Box) made in Indonesia plus 5 small-coin-sizes (1.4" in diameter) of "Gouda" no-name/no Country label/no ingredients:
9 varieties of sweets (22 repeats/duplicates) to total 30.
NO dual FRENCH LABELS on food packaging. Made in Indonesia/shipped to USA distributor. Ordered/delivered in Canada.
2 white "tins" (thin, bendable) (14" round diameter, 4" high) 2 red ribbon-like-bows (plastic) (small size) 1 Violet Flower paper-card-folded-in-half (24 lb paper) - - empty on the inside (no message) 1 Flower Discount Coupon "Special Offer 15% Off" 1 computer packing slip: Order Number 01770986
West Vancouver B.C. delivery on December 24th (beginning at 1:00pm delivery) six telephone calls were made to Bloomex as both boxes were with SAME identical contents, and no "Bloomex Florist" flowers as the exterior box inferred. On the phones, when answered, Music recordings played for 20 minutes and then the call was disconnected. On calling again & again a message was permitted. 4 messages were left over 4 hours. No response. The seventh call was answered by "Ellie" on December 27th whom stated: (1) she would turn the call over to a "group of managers" responsible for "customer complaints" on MONDAY DECEMBER 29th. (2) "take pictures", send details by email to "wecare@bloomex.ca" (3) "throw the stuff out" as there is "no place to return" the error of goods
(4) Ellie of Bloomex reported the initial order was for "European Sampler Basket" and "Cheese Lovers Basket".
RESEARCHED: (A) The Bloomex web site lists these items for "European Sampler Basket":
2 Green D'Anjou Pears 2 D'Anjou Pear 2 Fuji Apples 2 Season Selection Apples 2 Royal Navel Oranges
Cost listed on website for 10 Fruit pieces in a "basket"- "European" inferred Fruit: $44.95
There were no 10 pieces of Fruit. There was NO FRUIT. There was NO item from Europe or "EUROPEAN". There was wicker "Basket" (just a thin bendable white 'tin-can'). There was no "ribbon" made bow (just plastic).
"Your gift is carefully hand-packed and delivered in an attractive gift basket with your personal message."
The items were in a tin can. No Christmas card. The card was of a purple flower (paper-stock), blank on the inside (no message).
There was no "attractive gift basket". There was no "basket".
(B) The Bloomex web site lists these items for "Cheese Lover Gift Basket":
"For the cheese lover on your list, look no further. This decadent basket is full of the gourmet cheeses, crackers and seafood. Your gift is carefully hand-packed and delivered in an attractive gift basket with your personal message."
Web Site Listed Cost for 3 cheeses, 2 seafoods & 5 Cracker varieties in a "basket"- "French" and "Italian" inferred: $74.95
There were no 3 packages or blocks of gourmet Cheeses as inferred. There was no French, Canadian or Quebec cheeses. There was no Premium or Gourmet Seafood or Mussels. There was NO Seafood. There was NO item from France or Italy. There was no Breadsticks or Toasts or Cheese Sticks. There was no wicker "Basket" (just a thin bendable white 'tin-can'). There was no bow made of "ribbon".
"Your gift is carefully hand-packed and delivered in an attractive gift basket with your personal message."
The items were a tin can. The card was of a purple flower (paper-stock), blank on the inside (no message).
There was no "attractive gift basket". There was no "basket".
Of all the items received only the two identical "cheeses & wine crackers" boxes match the website listed items. The other 29 items received are not listed as part of either basket ordered.
Bloomex listed prices totaling $119.90 of these two order baskets, 31 pieces are 2 oz to 5 oz boxes of "INDONESIA" made sugar sweets & crackers, 23 of which were duplicate pieces.
False advertising/error in packaging, 23 duplicated items, two IDENTICAL (duplicated) BOX orders (both were errors), Indonesia made while European, French & Italian were inferred. No item among 31 items were as advertised/displayed/listed on the website for "European Sampler Basket" or "Cheese Lover Gift Basket" (other than 2 duplicated Wine&Cheese Cracker 2 oz boxes).
No customer care representative available on date of delivery, December 24th, to correct the error made.
No Label was in French language contrary to Canadian Law. Seven food items with no manufactured name or country of origin. Five food items no ingredients listed contrary to Canadian Food Law. Allergy prone, Seniors, Elderly are to read food labels of ingredients.
Both "Christmas Gifts" packages were not as ordered by sender.
Please refund the order IN FULL to sender.
The intended gifts have now been promptly replaced by family and presented at Christmas for 92 year old Mother from family in Ontario (as was intended originally) when Bloomex was first sought (and was paid) on December 23rd as to Christmas delivery of specific selected listed goods to B.C. On December 24th.
Thanking you IN ADVANCE for what we hope to be your prompt and efficient due diligence AS TO refunding the ERROR. The errors made by Bloomex were at the Holy sacred time of Christmas for a dear Senior Mom. She was so disappointed.
This experience feels like Bloomex takes little care in delivering stated items as posted/advertised on web site. Appears to be a scam operation.
HERE ARE THE PICTURES: (1) Pieces delivered by Bloomex: (2) & (3) what was ordered as to Bloomex web site and ORDER #01770986: (4) What arrived
Store Representative
Hello,
Thank you for posting your detailed feedback. It is of interest so that we can ensure excellent quality and service is provided at each and every production facility across Canada as well as in Australia. We apologize that your two gift baskets were sent with incorrect items and packaging.
Your post has been sent to the manager for more detailed investigation into what happened and who was at fault. Our customer satisfaction rate is very high and we sent thousands of gift baskets every season to happy recipients, but obviously your order was not fulfilled to proper standards.
We apologize for the disappointment that was caused your mother at Christmas. I see that our customer service team has already been in touch but I will ensure that the manager is also aware of these circumstances. Thank you again for providing the lists and the photos and our further apologies that your order was not perfectly fulfilled. Please be assured that the matter will be sorted as quickly as possible. Best regards, Bloomex Australia
Report them here please http://www.fairtrading.qld.gov.au/lodge-your-complaint Help other people who my subject to this company taking advantage of them
My sister should have read reviews before using Bloomex
I received a Christmas Table Centrepiece from my sister on the 23rd. It was nothing like the picture, arrived upside down, flowers broken, bits of bushes stuck in (no pine cones or berries) white roses all brown, foam container showing - no way I would put it on show in my house. I contacted wecare at Bloomex on the 23rd and they asked for photos, which I sent. Not another word. I am Victoria and I reckon Fastway had the box in one of their vans overnight or longer. I threw the display out Christmas Day after sending another photo to Bloomex. They are supposed to last a week, but we had it two days. Even the greenery was shriveling up. Check how many people would not use Bloomex again. I also went through to LiveChat (Anna). I briefly told her I had no reply from Wecare and she did not reply. Line went dead!
Bloomex have been in touch apologising and said they would send a replacement on 6th Jan when they return to work
Hi there, Thank you for posting your feedback and also for posting your update. We apologize again that your centrepiece was not completely to your liking, and for any damage that the courier added. We are glad to see that a fresh delivery has been set up for you. Thank you again for your patience and fairness as the matter was sorted. Best regards, Bloomex Australia
Another display received 8th. I think Bloomex are being let down by franchise owners and freight company. The display was still nothing like picture on line except it was red & green. Thanks Bloomex.
I used the company bloomex.ca to deliver some flowers to my dying grandad on the 24th of Dec. The flowers did not arrive and he passed away on the 27th. The flowers were to be delivered to the hospital and up until the 27th they had not arrived.
Bloomex.ca refuse to talk about the non delivery and will not give a refund.
My wife was hung up on with the call centre woman saying her phone can not transfer calls to her supervisor. Supervisor / manager never called us back after multiple calls.
Store Representative
Hi Neil, Thank you for posting your feedback. We are so sorry to read about your granddad's passing and extend our sincere condolences in this regard. We apologize profoundly that the delivery could not be made on the 24th and that the replacement flowers did not arrive. Your comments have been forwarded to the manager and flagged as urgent as we are very sorry to read that your flowers did not arrive. if you care to forward your order number we will be happy to investigate on your behalf. Rest assured we will rectify the situation as soon as possible.Again, we extend our apologies during what must be a very sad time and we will definitely follow up. Kind regards, Bloomex Australia
Since my original review bloomex.ca has got back to me via an email claiming that the flowers were delivered by courier and signed for by an “RV" on the 24th of December at 2:00pm. Granddad, (initials which are RV - his name was on the delivery card), was surrounded by myself and my wife’s family from 1:00 - 4:00pm on Tuesday 24th of December and no flowers were delivered. Furthermore, granddad was secluded from interacting with anyone other than family members (and those only when wearing protective gear) due to the highly contagious nature of his final illness, so wouldn’t have been capable of signing for the delivery in any case.
So basically your delivery company is lying. After numerous times attempting to get in contact with your "management" and being hung on by your "customer service staff" I've contacted my credit card company for a refund as your company will not do this.
State on this public forum that you will refund (not give a "credit") for this horrid service. Order number is 1770066
Lying about a non delivery to a dying man in a hospital is low. How am I to trust your company again?
Thank you very much for providing your order number and that added details. Again, sorry to hear about what must have been a very trying and exhausting time for your family.
We do check with the courier companies that we engage in order to follow up on deliveries and ensure that these couriers are doing the job they say they are. If the customer, however, says delivery is not made we generally side with the customer at all times. We will definitely follow up with your order and ensure that you are looked after. Again, we apologize if you had difficulty reaching customer service and for the non-receipt of your flowers. I have forwarded your order number to the manager in addition to your comments for further review.
3 days later and no contact has been made by bloomex.ca.
How am I being looked after bloomex?
Also, in your first response back to me on this website you said that the "replacement flowers" did not arrive. What replacement flowers exactly are you talking about? Why would you send replacement flowers when your courier company lied and said they delivered them?
"rest assured we will rectify the situation as soon as possible". What have your "managers" been doing for the last few days? Not rectifying this situation.
There are no "managers" only higher level con artists. This company is a scam.
We apologize for any delays but we requested that the courier company we engaged for your delivery send us the actual waybill to document delivery to the hospital. Customer service has also sent you an email directly, so we hope that you received it.
You informed us on December 27 that you did not receive the flowers. We immediately checked with both florist and courier in Halifax and confirmed that yes, the flowers had been produced as per your order, they had been picked up by the courier, and delivered to the hospital and floor as per your order on December 24, on time.
Because, however, you said your family did not receive them, on December 27 customer service offered to send fresh flowers at our expense to another address or to issue you a store credit as a courtesy. We did not hear back as to your preferences, but you were unhappy with the confirmation of delivery (understandably so, since your family missed out on receiving the flowers).
We then requested that the courier company locate and send us the waybill for that truck on December 24 in Halifax. We received it and have emailed you a copy for your records. Perhaps it was a nurse who signed for the order and then unfortunately the flowers did not make it to the room, which is of course highly regrettable especially given the circumstances.
We hope the email helps provide more clarity to show that the flowers were produced and delivered on time. We are still happy to issue a resend or a store credit as a courtesy due to the circumstances and the hospital setting.
We apologize again for any delays in replies or clarification but we wanted to be able to provide verification for you.
Thank you for the follow up and our condolences again for your loss.
1) You did hear back from me after you sent that email stating the 'store credit'. My wife and I called your customer service the 2 following days telling you we wanted, and still do want a full refund. Although due to the woman at your call centre hanging up on us saying "call back another day" I guess she didn't pass the message along. Disgusting service.
2) you are now saying a nurse signed for the delivery under grandads initials? Why would this happen? Besides the fact that is fraudulent to sign under someone else's name it just doesn't make sense. It makes more sense that the delivery guy never showed up, saw the recipient's name and just decided to sign it themselves and call it a day.
3) You can send all of the paperwork in the world, it still doesn't change the fact that no flowers were delivered to a dying man due to your misrepresentation of what you claim you can deliver.
4) in your first response back to me on this website you said that replacement flowers were sent. You just admitted that replacement flowers were actually not sent. You are obviously lying.
5)You still have not answered a very important question that I asked. How am I ever to trust your company again?
6) As I have said a number of times, I do not want a store credit. I want a cash refund. The mere fact that I am STILL having to go through all of this 20 DAYS after the missed delivery date says a lot about the processes within bloomex.
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