Edible Arrangementscustomer service

M
This review was posted by
a verified customer
Verified customer

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

refused.

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.

Responses

  • Ma
    maryevelyn98 Mar 03, 2012
    This comment was posted by
    a verified customer
    Verified customer

    I am complaining because of the utter lack of customer service by this store. I called them at 4 and was not told about the problem. I called them at 6 and was not told about the problem. When I asked for a refund I was told that it would be issued the following day - and then I got the complete run around and was called a liar among other things. Here is the deal - if you are a company that cares about your customers, you make it right with them. An example - one year I ordered a gift from Amazon for my husband. I had set up one click ordering very early on, and when we moved I never changed the address. Upon discovering that my gift had been sent to the wrong place, I called amazon and they immediately sent out another gift. Thus ensuring that they would retain a customer for life. I would have happily gone and picked up this gift if I HAD KNOWN there was an issue. Since I was IN TOUCH with the store, I would have expected them to mention it to me. I would not have expected to be met with a defensive 'this is all your fault' attitude - which sounds remarkably like yours.

    0 Votes
  • Ma
    maryevelyn98 Mar 03, 2012
    This comment was posted by
    a verified customer
    Verified customer

    Additionally, they have essentially stolen my money since I paid for a service and gift that I never received and refuse to issue a refund.

    0 Votes
  • Ma
    maryevelyn98 Mar 03, 2012
    This comment was posted by
    a verified customer
    Verified customer

    @molly - you clearly have nothing to do with your life other than troll internet sites making pointless snide comments. I transposed two numbers - that is something quite different than not knowing where a friend lives. It's called a typo. It happens frequently on the internet. Sort of like people not using proper capitalization and punctuation. You are a sad person. I hope you have an exciting Saturday night on these forums.

    0 Votes

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