Edible Arrangements — customer service
I would like to caution my fellow Clarksvillians against doing business with the local Edible Arrangements store.
I had ordered and arranged for the delivery of a small fruit vase to be delivered to a very good friend of mine for her
birthday on March 1, 2012. I was looking forward to hearing her reaction and began checking the website for status updates
very early. At 10 AM the status was labelled 'In transit'. At 4 PM it was still marked that way, so I called the store to
inquire. The employee I spoke with asked my name and the name of the recipient. I was told that the arrangement was indeed
still in transit, and that they had 18 deliveries that day. She told me that they do reisdentials last and businesses and
schools first. She also said that the usually try to have things delivered by 5, but that it could go later. I informed her
that my friend had dinner plans the evening and would not be home indefinitely. She asked agian if it was a busness address
and when I said no, she said she could call me when delivery was made. I declined.
At 5PM, I called my friend's husband to ask him to delay leaving for dinner as late as possible since a delivery should be
arriving soon. He agreed. At 5:45, I called back and he informed me that the Edible Arrangements store had called my friend
at 2PM that afternoon and informed her that they had a gift for her, but they were having trouble with the address. It
turns out, I had transposed 2 numbers on the address. She gave then the correct address and was told that she should
recieve her delivery in 'a couple of hours'.
When I called the store at 4pm, I was not told about any of the problems with the address, or that they had called my
friend. I was very upset about this, and I called the store back at 6. When I told the employee of my frustration she said
that I should have checked the option to mark the gift a 'surprise'. I never saw an option for that, but I thought the
birthday balloon would have been an indication. At this point, I told the employee that my friend had dinner plans and she
said she would call the driver and call me back.
My husband took the call and was told the delivery was still on the van. He told the lady that we no longer wanted this
delivery, that the recipient was not home and we would like a refund. She informed him she would have to call her manager
and call him back. When she called back, she said that the manager was, 'very pregnant and living in Woodlawn, and would
not be coming back to the store', but that she would call me back about a refund the next morning.
I was disapointed, but satisfied that I would get my money back.
The next morning when the supervisor called, rather than mention a refund, she seemed to know nothing of what happened and
I had to repeat my entire story to her. Her response was basically that The driver attempted delivery and wasted an hour
looking for the address and had to return to the store since there were so many other deliveries. I stated this didn't make
sense as only two numbers were backwards and the street is only 1/4 mile long. It would have taken 3 minutes to see the
address was wrong and a simple call to the recipient solved the issue. At 2pm they had the correct address and delivery
still had not occurred by 6pm. Additionally, I had made several calls to the store and this address issue was never
mentioned to me. The supervisor told me their policy was not to issue refunds. I asked to speak to someone else. I was told
the store owner from Hendersonville would call me.
I had almost the exact same conversation with someone from Hendersonville later. I don't know who that person was, since
she referenced the 'store owner refusing to give a refund in this case'. During that call, I was also told it was
'extremely unlikely that I was told by an employee told me that the manager was pregnant and living in Woodlawn',
essentially calling me a liar. She also accused me of using four letter words with the employee which never, ever happened.
The stories of the store also kept changing. We were told that the store usually calls Ft. Campbell addresses since they
don't appear on GPS, but later told that the driver 'wasted an hour or more' driving around looking for the address. Also,
we were told that the driver had a cell phone so it would not make sense for the driver to leave Ft. Campbell and go all
the way back to Wilma Rudolph, instead of calling the recipient personally while on the correct street of the delivery.
I was informed that the only thing the store is willing to do is redeliver the fruit. At this point, I would not eat
anything prepared by this company. After my experience, I googled the company and I found that customer service is a huge
issue and that many people have complaints.
The most frustrating part for me is that at no point during my conversations with anyone from this franchise was there ever
an attempt made to make this right. I would have willingly gone and picked up the arrangement if I had known that there
were problems. I even suggested that I only get a 50% refund since the address mistake was absolutely my fault. They
In short my experience was that I paid $50 to for a valuable lesson: always use a credit card when ordering these sorts of
services as you can immediately get your money back.
More Edible Arrangements Complaints & Reviews
- Edible Arrangements - poor customer service!
- Edible Arrangements Franchise - franchise sales misrepresentation
- Edible Arrangements - wow, incredible bad customer service
- Edible Arrangements - horrible customer service - they ruin surprises
- Edible Arrangements - poor service - unauthorized charges
- Edible Arrangements - unethical behavior trying to solve a problem.
- Edible Arrangements - i'm complaining about manager
- Edible Arrangements - non delivery/no compensation
- Edible Arrangements - unprofessional behaviour
- Edible Arrangements - Birthday pineapple drip cake and berries