2/22/2007

1-800-Flowers- The Battle Continues- Beware Gentle Consumer!

Just to update you on the continuing debacle with 1-800-Flowers and FTD.com...

Here's the original order confirmation email with the guarantee of Feb. 14 delivery and guarantee of success:



Gift(s)

YOU'RE THE GREATEST(TM) ROSE BQT W/VASE-PORTALS (#17084V)

Delivery Date Flexible Delivery Selected

02/14/2007 02/14/2007

GUARANTEED VALENTINE'S DAY DELIVERY (WEDNESDAY, 2/14).



Card Message: HAPPY VALENTINE'S DAY! I LOVE YOU P BEAR!



YOU'RE THE GREATEST(TM) ROSE BQT W/VASE-PORTALS(#17084V) $29.99

Subtotal: $29.99

Total Shipping Charge: $15.99

Tax: $0.00

Order Total: $45.98

PLEASE NOTE: If your order is presently en route, has already been shipped or is
delivered, we will be unable to cancel it.

If your order is scheduled for a future delivery date, we will do everything possible
to comply with your request. To cancel your order, you can contact us using any
of the following methods:
Call us at 1-800-468-1141.
E-mail us using our Online Customer Service Inquiry Form.

Thank you again for your order. At 1-800-FLOWERS.COM, your satisfaction is guaranteed.


Sincerely,

Julie L.Kaufman

Director of Customer Service

1-800-FLOWERS.COM


After I tried to contact them by both phone and email then resorted to starting a Paypal dispute, they sent this:




Dear Nancy,
Below is delivery information for order W0045220023.

Your order to Nancy was delivered on Friday, 02/16



RECIPIENT(S) INFORMATION


Gift(s)


YOU'RE THE GREATEST(TM) ROSE BQT W/VASE-PORTALS (#17084V)


Delivery Date

2/14/2007


Thank you again for your order. At 1-800-FLOWERS.COM, your satisfaction is guaranteed.


Sincerely,

Julie L.Kaufman
Director of Customer Service
1-800-FLOWERS.COM

Have a special birthday or anniversary coming up? Need a gift for that special someone? Whatever the occasion, you can SAVE 10%* off your next purchase today! Click here to start shopping now!



This is what UPS said:


Tracking Detail

Your package has been delivered.


Tracking Number: 1Z 8XW 814 13 3930
Type: Package
Status: Delivered
Delivered on: 02/16/2007 2:53 P.M.
Location: FRONT DOOR
Delivered to:
Shipped or Billed on: 02/13/2007
Service Type: NEXT DAY AIR SAVER
Weight: 6.00 Lbs

Package Progress
Location Date Local Time Description
GREENSBORO,
NC, US 02/16/2007 2:53 P.M. DELIVERY
02/16/2007 4:45 A.M. ARRIVAL SCAN
CHARLOTTE,
NC, US 02/15/2007 4:13 P.M. DEPARTURE SCAN
02/15/2007 12:53 P.M. ARRIVAL SCAN
PHILADELPHIA,
PA, US 02/15/2007 11:07 A.M. DEPARTURE SCAN
CHARLOTTE,
NC, US 02/15/2007 5:35 A.M. ADVERSE WEATHER CONDITIONS CAUSED THIS DELAY
PHILADELPHIA,
PA, US 02/14/2007 9:15 A.M. ADVERSE WEATHER CONDITIONS CAUSED THIS DELAY
PHILADELPHIA,
PA, US 02/13/2007 11:33 P.M. ARRIVAL SCAN
UNIONDALE,
NY, US 02/13/2007 8:29 P.M. DEPARTURE SCAN
02/13/2007 8:10 P.M. ORIGIN SCAN
US 02/13/2007 5:16 P.M. BILLING INFORMATION RECEIVED

Tracking results provided by UPS: 02/22/2007 7:46 A.M. EST (USA)


By now I've sent emails and called, had to file with Paypal AND suddenly 1-800-Flowers delivers brown roses 2 days late and tries to pass this off as ok?! So, I wrote back:

Dear Julie,

Don't pee on my leg and tell me it's raining! The delivery was guaranteed for Valentine's Day. The fact that it was allegedly held up in Philadelphia due to weather and allegedly arrived at my house which is NOT EVEN the DELIVERY address originally scheduled, is not my problem.

Those flowers are now three days without water. What do you think they look like? What's that going to tell my son's Valentine- We think you're worth brown, dying roses?!

Please refund our money.

Sincerely,

Nancy Bartholomew


I escalated my inquiry through Paypal to a Dispute level. And this is their answer!

Dear Nancy,

Our investigation into your claim is complete. As stated in our User
Agreement, the claims process only applies to the shipment of goods. It
does not apply to complaints about the attributes or quality of goods
received. Therefore, we are unable to reverse this transaction or issue a
refund.


So, 1-800-Flowers skates by because they eventually delivered wilted, brown flowers 2 days late!!!!


So, just to release my frustration, I write them again:


I continue to be amazed that you people can send brown flowers to the WRONG address two days late and still not be held accountable or offer your customer any renumeration. I frankly find this practice reprehensible and will do my level best to tell anyone and everyone I know what shabby, unacceptable service I received from your company.

I continue to remind you of your guarantee not only to deliver the flowers on time and to the correct address, but to guarantee your customer's satisfaction.

Sincerely,

Nancy Bartholomew


And that, my friends, is why I'm putting it all out here- so you guys won't fall victim to what I consider to be a huge consumer fraud!!! I can understand the weather holdup, but as I paid a full $15 extra for a guaranteed Feb. 14th arrival, I expected a refund because the Valentine never arrived on the day, at the delivery site or in good condition!

And what's worse? Every day they send me emails advertising their current specials!!!

Oh, and FTD.Com? I have yet to hear back from them!!!!

Argh!!!!

3 comments:

Anonymous said...

Nancy, I'm telling everyone I know not to use those rip off artists, and maybe we should all send them a friendly email telling them why!! Customer service - I call it customer disservice!!

Teena said...

I won't ever be using them either!!!

cconnor said...

You should see the picture of the advertised arrangement i purchased for my mother compared to what arrived. It looks like half the order is missing. I've emailed them twice with no response. They're awful and everyone who's seen the pictures said they'd never use them again. I paid $75 BEFORE shipping and tax and the arrangement looks like something that someone bought for $25 at a grocery store.