Complaint Rating:

Company information:
Flowerstore.com
United States
www.flowerstore.com

JUN
2
2008Several days before Mother's Day, we ordered a bouquet of flowers for my husband's mother. In completing the check out process online, the website asks for a phone number to be contacted in the event of a problem with the order. I made sure to include a good phone number, as this was going to be my mother-in-laws gift. I also included in the type that this was a Mother's Day gift and our card comments also reflected that fact.

The evening of Mother's Day, my husband called his mother to make sure that the arrangement arrived ok. She said she wasn't sure what he was talking about - that there had been no flower delivery. I logged onto my e-mail account and Flowerstore.com had sent a cancellation notice to my e-mail. I was very upset.

On the Monday after Mother's Day, I called Flowerstore.com. They indicated that the local florist ran out of the arrangement we ordered. So instead of substituting an arrangement, they just cancelled the order. I asked why I wasn't called and they told me that their policy is that customers can be notified either by e-mail or by phone, it's Flowerstore.com's choice. They chose by e-mail so they saw no problem. I asked if they truly believed that customers should sit in front of a PC and refresh their e-mail inboxes with the possibility of a cancellation. I was told, and I quote "that's not their problem".

Horrible, horrible customer service. Lacking in common sense. No relevant customer contact in the event of a problem.

I will never use them again. Should you choose to, make sure you request a delivery well in advance (shoots the possibility of sending on a holiday) and please, do not detach yourself for one moment from your e-mail inbox.