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

This is the absolute worst company ever, they took my order to be delivered on Mother's for the rep to enter the wrong damn date and then told me there was nothing they can do about it. they then offer to deliver them for free the next day. i call the next day and now the flowers were no longer in stock, then they claimed to have found a florist that has the flowers and can deliver them. they finally deliver the bouquet and they sent the wrong damn bouquet and a smaller one at that. i have been calling and getting in there a** every hr and i will continue to do so until they deliver the right damn bouquet.

I had recently ordered flowers for mother’s day, I ordered a few different orders one to may mother in NY with flowers and candy, and one to my wife in FL.

The order to NY made it there fine and was left at the door, the order in FL: I was called the day before mother’s day at 7:30 PM and told that the driver was trying to reach me all day. This is not true as I was home all day, the driver then said he would deliver it the next day which was mother’s day and I said fine.

At 1:00 PM on mothers day I got a call from India it was 800 Flowers and they said the driver made a few attempts to deliver and that they would have to reschedule the delivery for another day, WHAT ?

I explained to the young lady that barely spoke English that this was mother’s day and delivering the flowers and candy on another day was unacceptable not to mention the driver never made a delivery attempt.

I was promised a call right back, never happened and as of today I still have not got a refund.

I have used 800 Flowers many times before and consider myself a good customer I guess they don't view me that way and really don't care.

I am listing this complaint due to correspondence from 1-800-flowers. I am truly perplexed by how many times a ball can be dropped. My advice, use a local florist that will not continally pass the buck.

Refer to the bottom correspondence:

Ms. Davila,

I want it to be understood that when I spoke with Derrick on 9/13/2009, my instructions were not to cancel the order, but according to Derrick's instruction to... make the order right.

That is why he actually took my husband's cell#, (as I am a teacher) to make arrangements to have flowers sent to our neighbors at 1-800 - flowers expense, since it was your company's mistake.

Again, another miscommunication when I feel as if I have communicated in a clear and concise manner. I am definitely not someone who wants a free handout, (especially when your flowers would not benefit me), but I am someone who had enough faith to believe that when a company "screws up" as much as 1-800-flowers, they would have the decency to be true to their word. That did not happen.

I am perplexed as to how all of this could have become so convoluted. Again, I chose not to cancel but to rectify. I wanted nothing more than what was the 'right' thing to do. It is well beyond that now. Time has passed and this was a lost opportunity. I am sad to say it was because I put my faith in your company to undo the wrong. Instead, just more passing the buck.

N.M.
Salem, VA

> Date: Mon, 14 Sep 2009 17:09:16 -0400
>
> Subject: 1800Flowers.Com Order #W00542402942079 (KMM17836893V60242L0KM)
> From: [email protected]
>
> Dear Nancy,
>
>
> Thank you for contacting us.
>
> Nancy, we are so sorry that you had such a problem with this order. We are sure we would feel frustrated too if it had happened to us. Please rest assured this is not the standard of our service.
> We apologize that this happened to you. We know you wanted to show your neighbors how special your friend was. Unfortunately, since your order has been canceled after your phone instructions of 09/13/09, we are not longer able to make a redelivery to the family's home.
>
> We totally understand and this should never have happened to you, it is not the way we do business. We are so sorry; we would feel the same way.
>
> If you have any other questions or concerns, please do not hesitate to contact us at the address listed below.
>
>
> Sincerely,
>
> Aida Davila
> Sales and Service Specialist
> [email protected]
>
>
> Original Message Follows:
> ------------------------
> Customer Service Inquiry:
>
> Request Date:09/14/2009 16:03:13

> Order Number:W00542402942079
> Order Date:09/12/2009 00:00:00
> Recipient Name:Marie Wade
> Category:Feedback
> Comments:To Whom It May Concern:
>
> Late Friday evening, our neighbors became aware of the passing of a parent of one of our dear neighbors.
>
> I was asked to take up funds and place an order with 1-800-flowers, to show our respect and sympathy for this dear friend.
>
> I placed the order before the 11:30 time limit Sat. AM for a same day delivery. After myself and my neighbors went to the funeral home on Sunday, the 13th, there were no flowers represented from our order. I went to the funeral director to see if perhaps there was some mistake, and he said that no flowers were received from our party.
>
> I immediately called 1-800 flowers and spoke with Derrick. He apologized and initially offered me 20% off for the order that never arrived. I told him that was totally unacceptable, and he told me that he agreed, and since it was Sunday, he would have someone from 1-800 flowers call me on Monday, and right this embarrassing wrong.
>
> Derrick said that your company would send an order of flowers directly to the home of the family, with an apology note, stating the intent of the neighbors. He also said that there would be no charge for the flowers that were never delivered.
>
> Today, being Monday, at 3:50, I never received a call from your organization, and what Derrick promised was not honored. I just spoke with Donna, and she told me a full credit would be given. There was no other offer. I do understand that, but how many times can a ball be dropped by a company?
>
> Thankfully, we do not have to rally for such an occasion often, but I am truly embarrassed to have to give neighbors their money back, (begging their fogiveness), and replacing sympathy with apologies to the family who lost a loved one.
>
> The berieved family is prominant in our community. I plan to advise each of my neigbors and all who will listen, to think twice before using 1-800-flowers. This was a time when it really mattered to 'get it right'. Sadly, there was no follow through on any level, when I played by the rules and trusted what 1-800-flowers said, in regard to same day delivery.
>
> N.M. Salem, VA
>
>
>


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I have had not 1, but 3 consecutive bad experiences with ordering flowers via 1-800-Flowers. The first time was for a funeral of a close friends grandmother out of state. Of course I was assured that they would be delivered the day of the funeral. They never showed. When I called them to complain they said there was nothing they could do, but offered me a 20% discount on an order that didn't show up in time for the funeral. I asked them to escalate the issue to UPS. Again, they said there is nothing that they could do since the shipping records showed that the flowers were in UPS' possesion. Knowing that was a complete and total lie, I called UPS directly and after several hours on the phone with them demanded that a UPS supervisor personally take the flowers and drive them to the home of my friends parents who lost their mother. That was only done because I took charge after 1-800-Flowers washed their hands of the situation.

For Mothers Day, I gave them one more chance. (I don't know why) I placed 2 orders for 2 dozen roses be sent to my mother and my daughters mother. After not recieving an e-mail conformation of the order I called them and they said they'd resend one. I never got that either. I called back in the following morning and was told they see the order but they don't know where it is or where the flowers are. I asked to speak to a manager who gave me the same line. I then asked to speak to HIS manager and he told me that he is as high as it goes and he doesn't have a boss there. I told him that I was honored to be speaking to the CEO of 1-800-Flowers. He said that he was not the CEO of the company to which I replied, "Then you DO have a boss Sir!" He stated that somebody should call me back before the day is over to which I disagreed and spent 3 hours on the phone refusing to leave until I got answers. Nothing came of it...Flowers did not show up for Mothers Day and I'm left to pick up the pieces and do my own detective work.

Once upon a time they used to be reliable. That hasn't been the case over the past few years...their service and reliability is so far sub prime it's sad if not illegal for them to be charging people money to be abused. DO NOT USE THEM AS YOUR FLORIST...YOU'LL ONLY BE DISAPPOINTED AND ANGERED!!!