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Proflowers / flowers not delivered on time, multiple times with no notification

1 United States
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I ordered flowers and chocolate covered strawberries for my mother-in-law's 60th birthday and scheduled the delivery for the day of her birthday on June 30th which was 3 days away. On the day of the 1st scheduled delivery, I checked my email to make sure package was delivered. When I opened the order confirmation email and tracked the package it stated that the flowers were delayed and going to be delivered July 3rd (2 days later) than I scheduled them. I called customer service and they apologized, said they would reschedule another order since they couldn't guarantee the product would be fresh and said they would refund the shipping to me since they didn't deliver it on time and I was charged for a weekend delivery. I said I wanted a full refund since they didn't even notify me that it was going to be late and it was a guaranteed delivery on their website, which was why I picked that specific bouquet. They refunded me and said the new order will be delivered on July 3rd (which was 2 days away). On July 3rd I tracked the rescheduled flowers and they were delayed again! Delivery was now scheduled for July 5th! I called back very upset and they said all they could do was schedule another package to be sent to assure freshness. I asked to speak with a manager since I wanted flowers to be delivered that day, a service which they provide just not for "rescheduled orders". I got no where with the lady on the phone. She said there was no higher manager on the floor that could help me, she would pass my information along and someone would get back to me in the next day or two. She said she would schedule another set of flowers that would be delivered on JULY 10th! I asked about the previous packages if they were stopped and she said no. The deliveries cannot be stopped so there was a risk of rotten strawberries and flowers showing up on my mother-in-law's doorstep.

No one called me back to attempt to right the wrong. I got a $15 coupon via email as an apology, as if I would ever order from them again.

This place should be out of business both for not providing the services they claim to be able to provide and also for very poor customer service.

Jul 15, 2018

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