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1-800-Flowers / bad quality flowers/horrible customer service

1 Pleasanton, CA, United States
Contact information:
Phone: 925/989-1553

Having been a good customer of over 20 years and spending more money than I care to think about with 1-800-flowers this latest incident is the straw for me. I have had two other occasions of bad flowers and misdelivered flowers. Latest incident was Mother's Day order. I ordered two identical arrangements. One for my niece that didn't look anything like the picture but was mediocre. One for my Mother that looked like the scrap flowers you might find on the florist floor after a full day of making Mother's Day arrangements. The flowers I wouldn't have paid $10.00 in my local grocery floral department for. To be frank, the grocery store has more beautiful arrangements than what was delivered to my Mom. I paid the upgraded charge to make this a "Large" arrangement which the website states is supposed to have "more flowers" and "higher quality flowers." What a joke! Trouble is I'm NOT LAUGHING. I called customer service who assured me they would make this right and send out a new arrangement to my Mother the next day. I was very clear that I wanted a note made to my account that this florist was not to be used to deliver the new arrangement. Well, the florist called my Mother and berated my Mother with statements like "What's wrong with our flowers?" and "Well if you want a new arrangement, get in the car and bring the flowers back to us and we'll exchange it." My Mother is 73, retired, not in good health with a bad heart. The last thing she needed is an unprofessional florist calling and upsetting her. I called customer service again, even angrier and more frustrated. I was assured that this should not have happened and that this customer service agent would see to it a new arrangement was sent to my Mother the next day. Well the next day came and went, you guessed it, NO FLOWERS!! Then the next day I received a voice mail from some new guy saying that they couldn't send the same arrangement and that I would have to go on the website and pick a new arrangement and then call customer service to go through this all over again. At this point I have spent more time than I care to fooling around with this insane situation. I called customer service and explained from the top the story. They apologized and said they would send her flowers the next day. Again, no good deed goes unpunished, again NO FLOWERS!! Finally today my poor Mother received a box of unarranged flowers (not what I originally paid for). Six roses and some cheap filler flowers. By late afternoon the petals on the roses were falling like snowflakes. My Mother told me these flowers looked wilted and in bad shape. I'm all for giving people second and in this case third chances. This is it! End of the line! I'm taking my business elsewhere. I just wonder how a company that goes on "Undercover Boss" and talks above how important the customers are to them can have such a substandard florist and such poor customer service follow through. In today's competitive environment and the tough economy I would think they would be more concerned with customer satisfaction. PLEASE THINK TWICE BEFORE YOU ORDER FLOWERS THROUGH THIS COMPANY. There are too many other companies out there who care about their customers and see to it that they resolve any service issues.

Pamela Dennis

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