Menu
CB Business and Industrial Review of Far East Flora/Florist
Far East Flora/Florist

Far East Flora/Florist review: Delivery & Customer Service 7

C
Author of the review
11:24 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

First of all, I couldn't deny that Far East Flora has nice wrapping for bouquet. This was the 3rd time I am ordering with them online, and had experience a terrible service!
The flowers should be sent by 1pm on 31 Dec 2010. Recepient has not receive any flowers at 2pm, but a call from their delivery man asking for directions to the destination and asked if he could simply send it to recepient's house instead of office.
As the buyer, I did not recieve a single call from Far East Flora nor the delivery man.
I called the customer service immediately to check what has went wrong. I told the customer service personnel that I insist to have to flowers send to the office and not home. The customer service personnel promised to call back but she did not.
I called in once again, only to know that they could not contact the delivery man directly as they do not have his mobile number. They have to contact the coordination where they will then contact the delivery. They can't promise that flowers could be sent to the office. I asked to speak to the manager, but manager was out for lunch. It was almost 3pm then.
Customer service then called back informing that flowers would be delivered by 4pm.
I trusted that they will do so as promised as the customer service personnel promised that they will put my order as priority even if the delivery time has far exceeded.
To my surprise, no flowers has been received even at 5.45pm! Once again I called the customer service only to know that the delivery man has ALREADY sent the flowers.
Surprising nothing has been received, so I called the driver myself after getting the number from the recepient. Driver has not sent the flowers as all and has no intention to sent it to the office!
Ridiculous! I called the customer service and expect to have a better explanation. No explanation was given. And when I asked for the manager this time round, they told me that all the managers had went for business event, and no one was around. And even if managers were around, they couldn't do anything except for the flowers to sent to home address or get refund.
It was already knock off time, flowers has not been delivered. Surprise has been spoiled, and I am forced to choose to get the flowers delivered to home address around 9pm. Delivery man could not sent flowers to office as he has other orders on hand, WHICH IN FACT, MY ORDER WAS NOT PLACED AS PRIORITY AS MENTION BY THE CUSTOMER SERVICE PERSONNEL.
I was really frustrated as this wasn't the first time I am ordering from them to have it sent to the office address. I ordered last year, same florist, same office address and everything was fine. Yet such nonsense happened this year.
I am definitely not going to let this matter rest, hence I asked the customer serivce personnel for the manager's name & extension number. As told by the customer service, they do not have extension. As I am 100% sure that they have extension number, and even told the customer service that her extension was 705. And this was when she gave me the manager's extension number.

This is totally unbearable! I am pretty sure that the customer service has not been truthful at all. Instead of solving my problem, they seems to be dragging it away. If I have no called in once again when orders has not been received, I believe the flowers would have gone back to the company or simply given to delivery man's wife? So what did I pay for?
I simply couldn't understand what kind of service I have experience!

Update by Chayting
Jan 03, 2011 7:26 am EST

Made a call to fareastflora.com to complaint about this issue, and the manager made a compensation with similar bouquet to be deliver the next day paired with an apology card.
At least they were willing to settle the issue and acknowledged that the delivery man was in the wrong.
- chayting

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

7 comments
B
B
bonbon06
, SG
Jan 21, 2017 9:32 pm EST

I called to enquire if i can change the wreath order (flower and ribbon at the bottom from pink color to white color). The customer officer said yes but i need to make a call after the order is made. So i placed my order and made a call 20 mins later and the CS officer said the flower has already been done and no changes can be made. Well, I am disappointed but i know there is no point arguing for something that cannot be done. But I am 'impressed' with the efficiency of the florist as the flower is done within 20 mins upon ordering on 20 Jan but the delivery can only be done on 21 Jan at 5.45pm! Received a thank you message from the receiver but to my shock the wreath was in total pink both top and bottom including the ribbon. At the first glance i thought that was meant for a company opening ceremony. Seriously fareast flora? absolutely unacceptable for a funeral! still have not received any reply to explain the situation...

J
J
Jacob Biscuit
, US
Feb 08, 2016 12:51 am EST

By the way, Floral Garage Singapore's Delivery service goes by time ranges so it's way more reliable. http://floralgaragesg.com

J
J
Jacob Biscuit
, US
Feb 08, 2016 12:44 am EST

Friends. Don't use Far East Flora anymore. I call them up and get a "Hello, what you want?" kind of customer service. (They LITERALLY said that!)
Honestly just go on to use the Floral Garage Singapore. I'm not affiliated with them but they are seriously the best in the business. Prompt deliveries, amazing floral arrangements and definitely awesome customer service. They are also top reviewed on Facebook lol. It's really a steal.

K
K
Karenshtan
, US
Dec 29, 2015 11:08 am EST
Verified customer This comment was posted by a verified customer. Learn more

Far East Flora is total disappointing, lack of professionalism and no integrity! My nephew send his friend to order flowers for his proposal on 18 Dec. Delivery was to be done on 7-10pm on 23rd Dec.
The flowers WAS NOT DELIVERED. He tried to call but no one picks up the call. One staff only called after 10pm to offer to deliver the flowers the next day.
My nephew asked them what's the point when the proposal is over. It would be good if they would refund the money.
The staff said need to check with manager.
It's been a week, no apologies nor respond till today after many posting on Facebook n email. Even then they contacted my nephew to claim they tried to call at 9.50pm that evening no one answered the call. What kind of service are you providing? Instead of taking responsibility, you pushing blame to my nephew sabotaging his proposal!

C
C
Christine Tanoto
, US
Jul 31, 2015 10:36 am EDT

Firstly, I have made the purchase online on the 22nd of June 2015 for this bouquet of Sunflower, was supposed to be delivered to my address at west coast park. But due to staying in hotel this trip I emailed Far east Flora that I will be picking up on the 30th of July 2015 at 3PM.

On the 30th of July yesterday at 4pm, a lady from Far East Flora called me saying that the sunflowers are out of stock and are unable to make the bouquet. I told her that i have made booking more than month ago shouldn't the flowera be secured? She replied me in a rude way saying "You pay a month ago doesn't mean we pack 1 month ago right". With this kind of reply i an really upset and angry.

This was supposed to be a GRADUATION flower, how could your staff possibly handle it that way and giving me an answer that is so ridiculous.

Secondly, she told me earliest she could deliver is 31st of July 2015. And i told her to deliver it to my hotel at Royal Plaza on Scotts and room number was provided as well. i told her that i need the flower by 2pm. And that the flower wrapping to be orange/ red as i was told that its white and black which i did not wanted. She said Okay. So i decided to give her a chance to wait till today.

I called Far east Flora this morning at 11.30 a lady named Jenny picked up the call. I Told her the order ID and asked her to check if the bouquet will be ready in time. She told me that i should be picking it up by myself and she said the lady who called me yesterday never recalled of me telling her about delivery to hotel. I was so angry about that, how could i even get this kind of reply from such a big company. Jenny said she will call me in 5 minutes to give me a reply. she called me later on saying that yes they have taken note of the delivery yesterday. And inhave doubled confirmed with her the colour of the wrapper. And she replied yes its wrapped in red and orange.

Now, this is what i received, they did not even bother to change the wrapper but lied to me that they have already made it in red and orange. PHOTO IS IN ATTACHMENT.

I am extremely unsatisfied with this kind of service with Far East Flora. I hope that you could give me a best explanation.

X
X
Xpat N
, QA
Feb 17, 2015 8:49 am EST

I had a terrible experience with Far East Flora. I've never had this problem ordering flower online with other companies. They are incompetent and unprofessional company. Trying to communicate with them both via telephone and email is very difficult. After many phone calls and messages, they don't return my call. What is the point of having options: to leave a message, to request to call back, to be put on hold, and no responds? I sent numerous email messages, no reply until I wrote as URGENT. My order was not delivered on time even though I was charged extra fees for next day delivery. Then when they finally made the delivery (which was already too late since the funeral was over), the flower was delivered to the INCORRECT ADDRESS. The worse is not over yet, they now refuse to refund my order. Not a single reply/respond from them. Never would I do business with this company again.

S
S
Sudesh M
, SG
Jan 08, 2015 4:50 am EST

Almost the same thing happen to me today! I am feeling so frustrated!
Waiting for a Manager by the name of Shaun to call me, hopefully at least he can explain to me what happened.

Trending companies