This show is about what happened when I tried to order flowers for my Mom’s bday. The bad customer service that comes with working with big companies. I also talk about a few books that you should pick up about Customer Service…
Video Version
Audio Version
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Twitter Chat
Stacy did you get my messages?
Dec 20
Yes I did, I was just unable to reply as you weren’t following. So that I can help, can you please confirm your order #, customer name, recipient name & delivery date? -Stacey
Dec 20
I don’t have the order number…in the car. Cris Dec 19
My phone 480-###-### hers 805-###-###
I put in the oder # and her address in this message.
Now here is the part that frustrates me…. the company that you have hired to make the delivery said they tried yesterday and today.Both when people are home…both when people are home…. there is a dog and a man on hospice care in the home… .there is ALWAYS a person. There and all my mom does it gets calls from a out of country call center that says “Sorry” when they really are not they are just reading a reading a script!
Dec 20
I am so sorry for this issue. I show a delivery confirmation from the florist saying they delivered this 12/20. Has it been received? Please let me know. I do want to make sure this is resolved to your satisfaction. Thank you, Denise
Dec 21
No they were not delivered. Thought that was clear from my previous Tweets. This is just bad customer service. This makes it day 3. No flowers and phone calls to India.
I am sorry. One moment while I try to call the florist to see what happened. Thank you, Denise.
They said it was delivered and that they tried FRIDAY. I have checked the address several times. That is the right one. I want to know how is 1800flowers going to do to make up for the mistake of bad service?
The florist is not in yet, but they are open on Sunday’s. I will try them again shortly. I apologize for the delivery confirmation being sent in error. I will tell the florist to deliver this today. I will send you a 20.00 gift card to apologize. I will dm u again shortly
This has been more trouble than its worth. This was the first time I used your service and have now I am working on day 3 of issues.
I don’t want a gift card…. I am not going to use your service again. You can just apply the $20 to this order and take it off the cost or upgrade this set of flowers so that its even better!!!
Hi, I have issued you the $20 partial credit; the $20 savings pass will still be delivered. I’m very sorry for the frustration. -Heather
Heather thank you …. I will let you know when the flowers are delivered!
If the flowers are not fresh and it is the same setup from Friday that they say “they tried to deliver” then we will be back here chatting!
You’re very welcome; it’s my pleasure to assist you. Yes, definitely return to twitter and I will assist you further. Thanks! – Heather
Hello, here’s an update on your order. We spoke to our florist, it was delivered this morning at 11:20a and signed for. Thanks! – Heather
Ya she got them but they were not fresh….some of the flowers were already wilted… she also didn’t get the $20 gift card.
Hi, the $20 savings pass will be emailed to you within one week to the email address we have on your order. – Heather
OHHHHH your just sending me a coupon?
Im not going to use 1800flowers again… after this mess with them sending flowers that are wilting and 3 days late…… why the hell would I want to use your company again?
Yes, the coupons are sent to the customer. I’m sorry the new florist did not deliver the order as expected. I would be happy to set…up a redelivery. I am truly sorry for the concerns you have had with your order; I would like to resolve this for you. – Heather
Yes if you would set up a redelivery… the one that your using is 20 miles from their house. My mom sent me a map…If you would send another set that would be nice… it would also be nice if you sent something that was close to what was sent. Its not really a surprise if she gets the same thing but good customer service would just take care of her. Thats what I have to do…with my job… take care of the issue and go above and beyond on my own.
It’s my pleasure. Let me set that up for you right away. Would you like delivery to the same address? – Heather
Yes same address! thank you…. your going to have to impress me if you want me to ever think about using your service again I will be honest. I am a STICKLER for customer service !!!
I have set up redelivery for tomorrow, 12/22 with an upgrade on the arrangement. Again, I am very sorry for the disappointment. – Heather
OK thank you Heather… sorry to be an jerk about this but I have had way to much bad service over the years that it makes it hard for me to trust that a company will do what they say once they screw up.
You’re welcome, I understand. Have a wonderful evening! – Heather
You have a good night as well.. thank you
Dec 22
I just wanted to let you know that the other order has still not shown up.
Thanks for the update. Our florist does deliver until 7PM. Ive sent a message requesting further delivery details from the shop. -Stacey
Well I know my parents would have called but…..I didn’t hear from them. I’ll call them in the morning to see if they got anything.
Dec 23
I am very sorry for the trouble! If I can help in any way please follow and DM me.-Lisa
Ahhhhh….. you know what…. Im really really really disappointed in your level of customer service. I am just going to make it all public and talk about it on my podcast!!!
Dec 27
I’m sorry to hear you’re still having trouble with your order. Was the re-delivery not yet received? -Stacey
Stop saying your sorry…..I hate how customer service is always centered around sorry when no one really is BC the problem is not fixed!!!
Monday not delivered
Tues not delivered
Wed not delivered
Thur I will let it go it was Christmas
Fri not delivered
Sat not delivered but you will give the excuse of our Florest works till 7 try after that! But I’m just going to talk about it on my show.
I reviewed your order & see that it was in fact delivered but you werent happy w the gift received. Has the redelivery not been made?-Stacey
Wow….something else!!!! The original delivered 3 days late and wilted flowers.
Then you all said you were going to send a new set up on your dime Monday. Still nothing!!!!
I completely understand your frustration. Last we spoke w/ the florist it was confirmed that a redelivery was going to be delivered.Unfortunately as the shop is closed I cant call now,but I did send them a message to setup a redelivery & we will call them in the morning to confirm as well. Thanks for contacting me to let me know about this. -Stacey
Boy that cried WOLF!!!!
Look at your other messages that is alllll that is ever said.
I can understand your hesitation however at this time I cant call the shop so Im unable to provide more info. We have issued your $20 partial refund along with $20 Savings Pass plus a $10 upgrade on the redelivery. -Stacey
So it’s been 10 days…still no flowers. That’s ok…I’m not wasting any more time. Just going to tell. The world how bad the service is.
Jan 6
I am so sorry this replacement delivery was not made nor followed up on correctly. Your satisfaction is important to us. We sent (more)
Jan 7
several messages to this florist but they did not respond. May I set up a delivery to Cris with a new florist? If you do not want this, I can give you a 50% refund on your order. Once again, I apologize. Please let me know which is best for you. Thanks, Denise
STOP SAYING SORRY… you all suck at it!!!! I can’t believe you keep asking me “should I send more” don’t you read any of this above convo?? I would have thought that you could figure this out by now… its has been almost a month!!!
Jan 16
I have read the conversation history. We have attempted to locate a florist that would redeliver your gift and have been unsuccessful. Due to this, we had offered to issue you a 50% refund of your order and were awaiting word from you regarding this. As of yet, we have not received any response to this offer. I would be very happy to issue this 50% refund back to you now. Please give me a moment to process this. Thank you – Janet
Thank you for your patience. I have processed a refund in the amount of $26.63 for the balance that was remaining on your order after the $20 refund that we had previously issued you. Your bank has been notified of this refund and will place the funds back on your account in accordance with their policies. Pls reach out to us if you need anything further. I hope you have a great day! – Janet
Feb 11
Today is Feb 11th and I am writing you to let you know that the podcast will be on Friday talking about he bad customer service and lack of delivery for the new set of flowers. I will not be using your service anymore and not recommend it to anyone.