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!
After checking with an operator BEFORE ordering whether my order would be same day delivery, (as it stated otherwise on website)
They assured me if i ordered before 11am they would arrive today if it was in Sydney. Turns out they don't.
At 4pm i tried to contact someone in Sydney Office but the phone diverted to an internet phone for an office in Canada. Apparently by 4pm the office in Sydney is closed.
There was no one i could speak to regarding my order, as it had obviously not arrived same day as promised.
As it is after hours in Canada at 4pm AEST, there was no manager or ANYONE who could help me out.
As a result the only chance I had to get the flowers delivered passed.
There was "nothing they could" apparently.
This is unacceptable for a flower delivery business. Don't believe they operate out of Australia because they DO NOT!!!
I don't even know if I'm getting a refund but there is absolutely no point in the arriving tomorrow.
Not only this, but now it has ruined this very special day. I have no flowers, I'm in a foul mood for our dinner tonight,
STEAR CLEAR of this disgusting money hungry grabbing, uncaring, pathetic excuse for a business.
Sorry to hear of your appalling experience, you're just confirming my suspicions. Thank you for sharing!
Hi Pauly, Thank you for your feedback. We are sorry to read that there was confusion regarding same day delivery options. We do make every effort to clarify the delivery options but we apologize if there was any confusion between you and the operator. Once the flowers have been prepared and the courier picks them up, we cannot call them back and they will arrive at the delivery address. Customer service would make every effort to resolve your unhappiness. Our customer satisfaction rate is very high and we pride ourselves on our products and services. Sorry again for any frustration on your part. Best regards, Bloomex
Ordered Mother's Day flower package only to receive a tiny bunch of half wilted flowers in a box, a box of after dinner mints (about $3 from Coles?) and the teddy & card.
Was very unhappy that the flowers were already wilted and petals dropping off on arrival! This is the 2nd time I have ordered from them only to be let down.
Store Representative
Hi there, Thank you for the feedback. We take our customer complaints seriously as we are always striving to improve our excellent products and services. We are sorry to hear that you did not completely love your products and I trust that a re-send was issued or that you were looked after to your satisfaction. We value your patronage and would like to continue with it. Regards, Bloomex
I ordered flowers for a funeral with 2 beforehand.
The flowers were delivered a day later than planned and the item delivered was much inferior than the photo indicated.
The bouquet was a $55 arrangement (excluding card and delivery). The delivered product appeared to be a $15 bunch of flowers.
I complained to Bloomex, who have not addressed the delivery issue but stated that the delivered product may not match the photo - so my bad luck I guess. Their remediation was a store credit excluding delivery, a 50% refund in cash would have been more useful but I am more put off by the bad outcome than cost.
Caveat emptor
Store Representative
Dear David, Thank you for the feedback. We apologize for the late delivery as our courier was not able to reach your area as planned. We were also sorry to hear that you did not enjoy the quality of the flowers. We did provide a credit for the full amount of the order, which we hope you made use of. We stand behind our products and services with an approximately 98% satisfaction rate, but unfortunately sometimes courier delays do occur. Kind regards, Bloomex
Failed to fulfil order placed on 15 September as a surprise gift for a friend who got engaged in Fiji
They updated order status as completed without any attempts made to contact the recipient despite mobile contact
No response to emails now
If only I had read reviews before ordering
Store Representative
Hi there, Sorry to read that you had difficulty reaching customer service. We did respond to your emails and hope that your issue has been sorted to your satisfaction. We would never ignore any customer and always work hard to achieve a successful resolution however possible. Thank you for providing your feedback. Best regards, Bloomex
I ordered flowers for my mum and have instruction for delivery in 4 days . The days came and went and my mum still did not get her flowers. I called (from overseas as I'm in the uk and mum in in Oz... Super expensive) still no reply but a single 'our manager is looking into this'. I waited another 2 days, still nothing. I called again and asked for a refund. No one could help. At the very last minute and too late for me to make other arrangements for Mother's Day as it is late Friday, the sent an email with a refund .. Thanks bloomex for nothing. WORST .FLORIST.EVER!
Store Representative
Hi Kali, So sorry to read about the delayed delivery on your order. Mother's Day is the busiest day of the year and we do our very best to get everything out on time, with a very high customer satisfaction rate. Unfortunately, some delays do occur with our couriers and we offered you a refund as a result. We sincerely apologize for the frustration you experienced. Sincerely, Bloomex
Can you please take some times to report them here http://www.fairtrading.qld.gov.au/lodge-your-complaint to protect others from being in the same positions as we were!
Ordered flowers for my secretary for Secretary's Day which was the next day. Paid for next day delivery and the flowers never arrived. Rang approximately 5- 6 times and also sent an email however no-one resolved anything - they were 'looking into it'. Finally today (the 12th of May) I got hold of someone who actually wanted to be of some assistance who advised I would be refunded. I asked what about the flowers - I would still like them sent but wanted a refund of the delivery fee. Apparently it was refund only. They couldn't refund the delivery. In the end I have said I want the flowers upgraded. Apparently being delivered on Wednesday....but I won't hold my breath. Just glad they weren't for a funeral, or I probably would be dead by the time they arrived.
Store Representative
Hi Tamara, Sorry to read about the delay with your order. and the issues with the courier. Some of our products are not available for next day delivery in all areas, but this is always posted clearly on the product page. We apologize for any frustration you experienced and we did offer a refund or resend. I hope that you enjoyed the fresh flowers that were sent out to you. Best regards, Bloomex
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Dear Sir / Madam,
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!
http://www.fairtrading.qld.gov.au/lodge-your-complaint