Bloomex Complaint
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NO CONCERN FOR THE CUSTOMER
I ordered flowers close to but before the cut-off for same-day delivery, so I requested and received confirmation by email, in addition to the emailed purchase order, that delivery would be that same day. After trying unsuccessfully all the next day to confirm delivery with the friendly and apologetic online chat staff, I asked to cancel the order so I could place a new order to a new address and was told a manager would call me the next morning.
Normally, an apology for any inconvenience is the absolute minimum response to a customer's concerns. There was no apology or even acknowledgement of my concerns by management. I did receive an abrupt statement that I had not ordered before the same-day deadline (I had), that the flowers were delivered on time (actually 24 hours late) and that they would refund the same-day premium (two months later, still NO REFUND). If they believe that I ordered too late, they should be apologizing for the inconvenience, frustration and disappointment caused by their staff confirming the same-day delivery date when it was apparently not even possible. If I had known that it wouldn't go through the same day, I would have had it sent to a different address and saved the premium delivery charge. Either way, it was their mistake. If calling within 10 minutes of 1:00 pm is too close to process the order, they should give an earlier time for a cut off for same-day delivery. I sent a second email including copies of the confirmations for same-day delivery. This company appears to have virtually no regard for customer satisfaction at the management level. I never did get a reply to my second email to the company, no apology, no concern, no promised refund. At least the flowers were beautiful.
Normally, an apology for any inconvenience is the absolute minimum response to a customer's concerns. There was no apology or even acknowledgement of my concerns by management. I did receive an abrupt statement that I had not ordered before the same-day deadline (I had), that the flowers were delivered on time (actually 24 hours late) and that they would refund the same-day premium (two months later, still NO REFUND). If they believe that I ordered too late, they should be apologizing for the inconvenience, frustration and disappointment caused by their staff confirming the same-day delivery date when it was apparently not even possible. If I had known that it wouldn't go through the same day, I would have had it sent to a different address and saved the premium delivery charge. Either way, it was their mistake. If calling within 10 minutes of 1:00 pm is too close to process the order, they should give an earlier time for a cut off for same-day delivery. I sent a second email including copies of the confirmations for same-day delivery. This company appears to have virtually no regard for customer satisfaction at the management level. I never did get a reply to my second email to the company, no apology, no concern, no promised refund. At least the flowers were beautiful.
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