03/06/10
Name :
Email :
From : MA
Name of Delivering Florist : Kevin's Petal
Cart
Follow up:
After receiving another email from
Teleflora asking me if an alternate arrangement could be delivered to my sister,
I declined, again requesting a refund.
"Dear Ms. W,
Thank you for
choosing Teleflora. Teleflora has rescheduled this
arrangement for delivery
on 2/23/2010.
Unfortunately, we have been unable to locate a florist that has
this
arrangement. Please respond if a 2nd choice arrangement can consist of
same flowers in a clear cube vase with a solid pink ribbon."
The
final email from Teleflora was accompanied by an apology along with notification
that I would receive a 100% refund to my credit card.
"Dear Ms.
W,
Thank you for contacting Teleflora. Please accept our sincere apologies
for the inconvenience this has caused you.
I have reviewed your order and
cancelled it per your request. A refund
in the amount of $46.95 has been
applied to your account as of today.
This normally takes 2-3 business days
and should appear on your next
statement."
This week my statement
reflects the refund as promised. And also as requested- not another word from
the florist.
I have donated the value of the flowers to a charity in my
sister's name.
Editor's note: In the future it would be nice if you left your email address. Teleflora management contacted flowercomplaint.com several days ago specifically about your issue but I did not have your contact information to give them.
-----------------------------
02/22/10
From : MA
Name of Delivering Florist : Kevin's Petal Cart
Here is my 3rd and latest email to Teleflora. I have yet to hear from
Teleflora on email #2 and #3. Can you believe the nerve of this
florist??
Dear Jennifer,
I have to tell you how absolutely
distraught my entire family is now that Kevin from Kevin's Petal Cart has
contacted my grieving sister. She returned from the cemetery to a voicemail
informing her that the sender of the flowers "complained to corporate" and he
would like to know what the problem is.
My sister called me in tears
asking what was going on! Can you believe this florist actually called my
sister??!! On this day?! If he had read the email I sent to you explaining the
issues then why did he have to call me and her? He is clearly stirring a pot.
And for what? My sister left him a voicemail when he did not answer the
phone.
I then called another sister who used to work at Kevin's to ask
how I should handle this situation. She asked me what day I sent the flowers.
I told her Saturday (2/20). She saw the flowers on Sunday and she was
speechless to hear this arrangement was only a day old. She thought they were
sent on Valentine's Day making them a week old.
This is bad business and
has moved over the line to harassment. I am a reasonable person and would like
this issue addressed immediately. You have my number and email. I would like
someone of authority at Teleflora to tell me how this will be
rectified.
Let's see if Teleflora can make this right...
------------------
02/22/10
Name: Michelle Smith
Email :
smith_michelle@ne.bah.com
From: North Charleston
I placed an order as I always do on Feb 17th. Teleflora failed to reach
that delivery. The order had to be rerouted and delivered the following day.
The order that was asked for was a deluxe spray of pink roses. On Monday
morning the receiver brought in her flowers to show off and it was the
standard. I called Teleflora to explain to them that it was not the correct
delivery and they promised to send another delivery today Feb 22nd before 4pm
and reroute it to the office. Teleflora failed to make that delivery and failed
to notify me that they were unable to make the delivery until tomorrow. I am
very disappointed in Teleflora right now and I plan to express that to others
that use them.
----------------
02/22/10
From: MA
Name of Delivering Florist : NOT THAYER's. It was KEVINS
PETAL CART in Dennis
Just a follow up to the Harwich
Florist. My apologies to Thayer's on this one. When I went to the Teleflora
site it gave me the option of choosing a florist. I noticed Kevin's Petal Cart
was there and opted not to use them as my family had not been impressed with
arrangements that came to my brother in laws funeral- however I made note that
Thayer's did a very nice job- so I chose them for my Teleflora order.
Today I received a voicemail from Kevin's Petal Cart asking me if I was unhappy,
why didn't I call them directly. So I called back to Kevin's and asked why he
was calling me since I didn't order the flowers from him, that I chose Thayer's
for my order. He said that he delivered the flowers himself to my sister while
in her driveway and she was 'very happy' with them. He went on to say that I
didn't read the substitutions policy and they can substitute 'anything they
want'. I asked him if he read the email to Teleflora to know what the issues
were. No response on that one, but it sounded like he might have. I told him
again as I stated in my email, substituting every item but the vase was not
acceptable. He was very confrontational and defensive before we even started
talking. I asked him if this was a customer service call or a confrontation?
Then he asked if I was the sister he met "when Dick died". I said yes. He said,
"I thought you were nice. My mistake." and hung up on me.
So...Teleflora does get to the florist- and within an impressive 1-2 days. In
this case it's the florist who is rude and not into customer service. My
question is this: If he thought I was "nice one" when he identified me as doing
business with him in the past, why wouldn't he provide that good customer
service to start with and call me to say he couldn't fulfill that request and
suggest something else. He has my phone number. He also has my credit card
number. Think I'll get a refund? Or the correct order delivered?
Sad
that Cape Cod is small and folks like this love to gossip. I never said an
unkind word about Kevin's before as he is friendly with my other sister. I just
chose not to use them for future arrangements. Teleflora screwed up by not using
my choice when they asked me whom I would like to use. I'm hoping he doesn't now
ruin my sister's already sad day and deliver something and make a big deal to
her out of my dissatisfaction with the order. I'll keep you posted.
---------------
02/20/10
From: MA
Name of Delivering Florist : Thayer's of Harwich
This is an email I sent to Teleflora today:
Today I ordered
an arrangement of flowers to send to my sister. I looked through the Teleflora
website and made what I thought was the perfect choice. My sister is a new young
widow and tomorrow we are looking at her husband's birthday as well as the 6
month anniversary of his passing. We've certainly had the opportunity to see
many floral arrangements over these past few months. When I happened upon the
Polka Dot and Posies arrangement I was delighted. Daisies held a very special
meaning to my sister and her husband. It was daisies she carried down the aisle
when they married and a beautiful daisy spray over his casket when he passed.
Polka dots are a running family joke- one that would certainly make her smile on
this very sad day.
She sent me a text picture with a thank you- and I
have to say how disappointed I am in the arrangement she received from Thayer's
Flowers in Harwich, MA. The arrangement is more red than pink, no polka dots to
be seen on the ribbon and cheap mums replace the daisies- something I am sure I
could have picked up at any grocery store floral dept. The only identifiable
item from my choice is the pink square vase. The ribbon looks like 'left overs'
from Valentine's Day.
I called Thayer's this afternoon as soon as I received
the picture. Not even an answering machine to leave a message-and closed on
Sunday. I would send a copy of this email to Thayer's but they have no email
address on their website. Far from good customer service. Good customer
service would have been a call to me to say what they planned to substitute with
when most of what I ordered was not available to complete my selection. I
certainly would have chosen something else. I understand when one item is not
available, but when only one item of ALL the items that make the arrangement is
all that is available- that is just unacceptable. Especially when one of those
items is name of the arrangement. I would like a replacement delivered to my
sister.
A "substitution of comparable quality and value" was not delivered.
Are you able to find a florist within your network that would kindly send my
sister the arrangement I ordered at no additional cost? If not, I would like
the cost of this unsatisfactory arrangement refunded to my credit card.
(Pictures of what I ordered and what was sent were enclosed along with my
receipt.)
-----------------
02/17/10
Name: Kristy Gac
Email:
kristyspan@hotmail.com
From: Dallas, tx
Name of Delivering Florist : Bella Florist, Arlington
Tx
I ordered a funeral spray for my mothers funeral. I called
first to make double sure they could deliver the order in time for the funeral
and was told that funeral orders take the highest priority, so being reassured,
I placed my order. On the day of the funeral - no flowers.
I placed a call
to Teleflora, and a rep told me that the person who handles the orders at the
florist had stepped out and he told me he would call me back after he was able
to speak to her.
No phone call back.
Since it was my mother's funeral, I
was too busy that day to call them back.
the next day, I got a computer
generated email telling me that the flowers could not be delivered on my
preferred date, and to provide them with an alternate date for delivery.
I
was appalled and emailed back that my mother did not have an alternate funeral
date.
HERE'S WHERE IT GETS REALLY BAD: Teleflora told me that the florist
would like to deliver the funeral spray to my house and they would put in an
additional $25 worth of flowers to make it up to me.
WHAT? So, basically,
they failed to deliver a funeral spray to my mom's funeral and now they want to
see if they can keep my money and the order?
I told them that they had just
added insult to injury - and seriously, the guy at Teleflora told me that "That
was the florists offer, not mine".
since then, I have been round and round
with Teleflora about this situation - and every single time, they blame the
florist and take no responsibility for the problem.
To any Teleflora
defenders / employees who would like to post comments defending them saying that
they are simply an order taker - keep this in mind - you are the face of the
business - you provide the guarantees, and you are responsible for all florists
you choose to handle your orders. Furthermore, when something goes wrong - step
up and take responsibility. All a customer really wants is a sincere apology and
and effort to make it better.
I have finally fought hard enough to get my
refund - but the anguish this has caused me is just so awful.
I will
never use Teleflora again, and would advise you all to shop locally with
independent small business owners whenever possible - and if not, do your
research online before using a big company that doesn't care about one small
order.
This was my last opportunity to give an expression of love to my
mother and they ruined it completely.
--------------------
02/16/10
Name : Brad Fowler
Email:
brad@braddfowler.com
From: Griffin, Georgia
Name of Delivering Florist : Town & Country
Florist
Ordered the Heart & Soul Deluxe arrangement which has
18 roses specially arranged in a heart shape, outlined with babys breath for
$105. They arrived as 18 roses thrown into a vase with babys breath - all
clumped together, no where near resembling a heart shape. I should have just
gone to walmart and arranged it myself.
----------------
02/14/10
Name: CHRIS
Email:
CMONCHAT669@AOL.COM
From : CALIFORNIA
I ORDERED FLOWERS
FOR VALENTINES DAY; AND, I STRESS DAY BECAUSE IT DIDN'T ARRIVE UNTIL NIGHT TIME
(APPROX 7PM). WHEN IT DID ARRIVE THE DELIVERY PERSON HANDED ME A SIX INCH VASE
WITH FLOWERS THAT WERE NO LONGER THAN FIVE INCHES LONG.
SO YOU CAN
IMAGINE MY SURPRISE AND DISAPPOINTMENT WHEN I SAW A SAD ARRANGEMENT OF PITIFULLY
SMALL RED ROSES AND WHITE CARNATIONS DROWNING IN A TINY VASE OF WATER. WHAT I
ORDERED WAS CALLED TELEFLORA'S ROMANCE ROSES AND SHOULD HAVE BEEN A "trendy
bouquet (THAT) includes red roses and red spray roses accented with assorted
greenery arranged in modern shapes. Delivered in a black contemporary glass cube
vase decorated with red ribbon. Bouquet is approximately 20" H x 11 1/2" W." THE
ONLY THING THEY GOT RIGHT WAS THE COLOR OF THE VASE!
SINCE MY WIFE
WASN'T GOING TO GET THE FLOWERS I ORDERED I TURNED THE DELIVERY PERSON AWAY. I
AM A VERY UNHAPPY CUSTOMER. TELEFLORA'S FLOWERCLUB RUINED MY WIFE'S VALENTINES
DAY! I AM NOT A FAN OF THEIR SERVICE!
---------------
02/14/10
Name: Roseanne Walsh
Email :
walshwalsh@aol.com
From: Eugene, OR
Name of Delivering Florist : Flowers and Stems - Dallas,
TX
Flowers for Valentine's Day: What a nice way to show someone
you care. Beware! All is not so nice in flower land this Valentine's Day.
Here is an example of what could be your experience. I ordered flowers from
TeleFlora, online, for our daughter and her family in Dallas, TX. We live in
Eugene, OR. I picked out a beautiful bouquet which I thought would knock their
socks off. Needless to say, their socks are still on.
They did not get the
item I ordered, as advertised. Instead of the fully packed $62.95 bouquet
advertised, Petals and Stems of Dallas delivered what looked like a $15 bouquet
from Albertson's. Apparently, either Teleflora doesn't care what the florists
send, or they are clueless as to the deceptive practices of either their
representatives or their advertisers.
~ Roseanne Walsh
Eugene,
OR
Below is our confirmation letter from Teleflora, minus personal
info.
--------------------------------------------------------------------------------
From:
customerservice@teleflora.com
To:
aol.com
Sent: 2/9/2010 9:09:12 A.M. Pacific Standard Time
Subj: Your Order
Confirmation from teleflora.com
Thank you for choosing Teleflora.
We're very happy that we could connect you with one of the best florists in the
business.
-------------------------------------------------------------
Your
order details are listed
below.
====================================================================
Order
Confirmation #: 9122238
10V100B Teleflora's Red Hot Bouquet -
Deluxe
Price: $72.95
Mylar Balloon $4.99
Service Fee:
$14.99
Tax: $0.00
YOU SAVED: -$10.00
Total Order (USD):
$82.93
Deliver Order to:
Tammy
Dallas, TX 75209
Delivery
Date:2/11/2010
Special Instructions:
Gift Message Reads:
Billing Name: Roseanne Walsh
Payment Type:
Credit Card
last 4 digits:
Auth Code: 05240
In the event your selection is
unavailable, a substitution of comparable quality and value will be
delivered.
====================================================================
Again,
thank you for choosing Teleflora. We look forward to your next
visit.
Sincerely,
Teleflora Customer Service
------------------
02/11/10
Name: Richard Byrd
Email:
daniellebyrd777@yahoo.com
From: Fresno, CA.
Name of Delivering Florist : Madera Plaza Flower
Shop, Madera. CA.
Order Confirmation #: 47775
Item ordered:
Teleflora's Pretty Pink Present Item#:TFWEB304
My mother had just
lost her only sister 4 days before her birthday (February 6th, 2010). To help
brighten her day on Febuary 10, 2010 (her birthday),I placed an order through
Telaflora and my order was sent to Madera Plaza Flower Shop. I had written in
the special instructions space "Please deliver ASAP!". My mother was to get off
work at 1:00 p.m. from The Madera Community Food Bank where she is a volunteer 4
days a week 6 hours per day.
I placed the order around 9:30 a.m. I called
the store at around 11:45 to see what progess had been made and was told they
had just then started on the arrangement. I was then told that it would not be
delivered until after 1:00 p.m. that day because they were very busy. I replied
with this "My mother gets off work at 1:00, perhaps you should have called me
and informed me that you were very busy. Then I could have had the option of
going elsewhere." The only thing that was said then was "Well do you want to
just cancel your order!"
The attitude and tone of the employee was that of "I
couldn't care less".
I had to call my mother and explain that I did have a
surprise delivery for her but that they wouldn't be able to deliver until after
1:00 and could she stay until it arrived? They finally delivered the order at
1:45 that afternoon. The driver stated they had gotten lost.
The only
positive thing? My mother said the arrangment was very pretty. Well for $75.00
and a whole lot of headache, it should have been!
-------------
02/10/10
Name: Lorie
From : layton ut
Name of Delivering Florist : teleflora
Called to get flowers delivered. I had a promo code to use. the
employee told me I had to spend at least 50.00 to use the code.I ask to speak to
a mgr after 5 min she says shes not there.It doesnt say you have to spend a
certain amount of money. plus they charge 14.99 to deliver. I suggest you find
in the yellow pages a florist near the location you want to send. they are
idiots
Lorie
---------------------
01/10/10
Name : Jennifer
Email :
verrytrd@aol.com
From :
Seattle
Ordered flowers on
Friday the 8th of Jan 2010 to be delivered on Sat , 9th of Jan 2010. Today is
the 11th of Jan 2010. The flowers were never delievered. When I called the 800
number I was told they were looking for someone to make the arrangement. Seattle
has 100s of flower companies and Teleflora could not find 1 place to make the
arrangement? Awful awful service, terrible customer service, avoid this company
period! You would be better off ordering from a supermarket at least you know
what you are getting and that you actually have something vs nothing to
give.
Really , looking for a vendor to make the flowers I just cant get past
that lame excuse!
--------------------
12/29/09
Name: Teleflora satisfaction guarantee -
not
From: Oregon
Name of
Delivering Florist : Luv n Stuff Flowers in Portland, OR
On 12/8,
my mother went to a Teleflora florist in Honolulu and ordered the Teleflora
Gingerbread Mixing Bowl bouquet for delivery in Oregon on 12/19. It arrived
with no Holly, and fewer cinnamon sticks and artificial berry bunches than shown
in the advertisement.
The accompanying Teleflora tag says "If you are not
completely satisfied with your Teleflora Bouquet, your Teleflora florist will
make it right. We guarantee it." Here's where it gets interesting.
After
3 calls to local florist re-explaining the situation each time, someone of
authority finally called back and acknowledged the shortage. I asked her about
"making it right" but she said there was nothing they would do and I needed to
contact the originating florist. She commented they don't get paid for 60 days
which I thought was odd but it must mean something.
The Hawaii florist
was helpful but baffled as to why I was told to call them. But they send a
Teleflora internal message to the local florist which I later learned went
unanswered. I got the impression she would have air-freighted me holly from
Hawaii which she had, but I said this was ridiculous given she air-freights it
to Hawaii from the mainland in the first place. I stopped in at another local
florist and there was plenty of Holly for sale. I learn the other missing items
come in a Teleflora-supplied kit so it's hard to understand the shortage
especially with 11 days notice of the order. They suggest I contact Teleflora
directly.
Teleflora emails back, "When Teleflora sends out the parts for
our keepsake arrangements, everything is sent to have the arrangement made to
the specifications . the florist may have used the pieces for other
arrangements, or may have ran out. The florist should have provided the Holly if
it was not delivered in your bouquet, it should have been provided everything as
the photo details."
I explain I don't want money; I want Teleflora to
"make it right." I ask isn't Teleflora the "We" in "We guarantee it"? I
never get a clear answer.
So Teleflora then asks me for the order
number. Hawaii tells me ASM206-04290. Teleflora then emails, "The order number
you provided is not a Teleflora order number.that shop may have used our wire
system to place the order.but that still does not make it a Teleflora order.we
would have no access to the order. Luv in Stuff flowers will need to make this
order correct for you."
There you have it. It's gone full circle with no
result. So if one purpose of this website is to help florists, here are some
suggestions for Teleflora:
* Don't make a "satisfaction guarantee" if you
can't back it up.
* Most entries on this site are from senders. Imagine a
way to handle recipient issues - perhaps an inconspicuous number (like gift
receipts) printed on each delivery tag so the sender need not know. It
shouldn't have to resort to disputing credit card charges. OTOH, if you take
advantage of the reluctance of recipients to complain to senders, then shame on
you.
* Imagine some non-monetary methods for a florist to "make it right" for
a recipient.
* When you ask for the order number, point out up front that
order numbers between Teleflora florists are not *real* order numbers. Or if
you're trying to go Internet-only or 800-only, then fine, but stop accepting
in-person orders if you can't manage them. Don't state in your national
advertising to go to your neighborhood Teleflora florist to order bouquets for
delivery anywhere in the US.
* Why can't Teleflora customer service access
an order made using the Teleflora wire system? If it's a computer-thing, then
empower your CSRs to make the phone call to get the details of a wire order
rather than making the recipient do the legwork. As apparent from this site,
many recipients are in no condition to do this.
* From your email responses
it's apparently no big deal for a Teleflora florist to scavenge components from
a Teleflora-supplied kit of parts for proprietary keepsake bouquets. It seems
quality controls are needed to protect your name.
* Consider changing your
300 character (about 60 words) limitation when submitting an inquiry.
---------------------
12/24/09
Name : Elaine
Email:
imhisbaby2003@yahoo.com
From : SC
I ordered flowers
for Mother's Day, admittedly late (Friday night). On Monday they still didn't
get there. Tuesday, no flowers, Wednesday, none. Thursday, I am calling the
company by now for two days. Excuses, excuses. Finally found out they delivered
them on Thursday...four days after Mother's day. I haven't used Teleflora since,
and I have had to order flowers several times since then..... They lost a good
customer. My husband regularly gives me flowers too (once a week, either he
picks them up or orders them for me if he is out of town). They lost a good
customer...
-----------------
11/24/09
Name: Terri Pultz
Email:
gohappygolucky@hotmail.com
From: Solvang, CA
On 11-21-09 I ordered a flower arrangement for my Aunt's birthday. We share
the date of birth and she is 11 years older than I am. I arranged for the
arrangement to be delivered on a future date. That day came and went without
the flowers being delivered. The following day I called teleflora and they said
they would arrange a discount, an apology to my Aunt, and the arrangement was to
be delivered that evening or the following day. The customer rep, Jonathan, was
very friendly, kind, and helpful. I will see if it arrives tomorrow.
---------------------
10/10/09
Name: Danny
Email:
doctorevii2001@hotmail.com
From: Lynden, WA
On Friday my wife got news that one of her coworkers and
close friends had lost her un-born baby. Knowing that her coworker was
devastated she went online to order some flowers to be delivered to the
coworker. (this was at around noon)
Later that evening, close to 7:00
she received a voicemail saying that they were unable to deliver the flowers on
that day, but that they would attempt to deliver them the following day
(Saturday). My wife was disappointed, but figured Saturday would still be
good.
Saturday morning my wife awoke to a voicemail from Teleflora saying
that they were unable to locate a local flower shop who could deliver the
flowers, but if she called back before 1:00 that they would go to a different
florist and get them delivered still that day.
Side note: The delivery
address is less than 10 miles away from a city of 40,000, and is itself in a
city of roughly 20,000.
She called back and was told that they could not
deliver the flowers on Saturday, but with an alternate address they could
deliver the flowers to her coworker's work place on Monday. As not all of the
employees were aware of her pregnancy, this was not an option. Mind you,
thoughtout this whole dialogue the "customer service" agent NEVER ONCE said she
was sorry for the inconvenience, or apologized to my wife. My wife told her
that a Monday delivery was not acceptable, and that she would have to have a
refund. The customer care rep informed her that it would be 3 - 5 days until
the refund was posted. And again, still no apology.
But this isn't where
the story ends...
I told my wife that it was unacceptable that she wasn't
issued so much as an apology for the inconvenience. So I decided to call in and
speak to a manager.
My first call was answered by "Sara" and I told her
that I would like to speak to a manager. She asked for my confirmation number
and name, and I was happy to give that to her. I was then
disconnected.
I called back and again "Sara" answered. I told her I had
just been cut off and she offered a cold apology and took my number and name
again and put me on hold. This time I made it to the hold music, and there I
waited for about 5 minutes... at which point I was cut off again.
I
called back a third time and this time a man answered (Tom, I think??). I
informed him that I had been cut off twice and was trying to reach a manager.
He took my name and number and apologized (the most heartfelt apology I had
heard to this point) and then put me on hold. After a couple minutes I was
connected with a manager who listened to my complaint, and offered sincere
apologies. She let me know that she had the file opened and it had recorded all
the people who were involved and that they would be each addressed "in a
professional manor." I told her that was more than good enough for me, and that
even if they were unable to deliver the flowers, we could have understood that,
but atleast give us an apology for not being able to fulfill our order, and the
inconvenience it had caused us.
Now was that so hard? Customer Service
seems to be an art that has slowly, but steadily been lost over the years.
-----------------
09/21/09
Name: Mary
Email:
summit1203@yahoo.com
From: Davenport
Name of Delivering Florist : None - never delivered a
thing
I placed my online order for a beautiful flower basket on
September 10th and received an email confirmation from Teleflora with all the
correct information also on September 10th. My requested delivery date was
September 15th.
I never heard anything from my recipient the week of
delivery but she sends thank you notes rather than calling so I didn't worry
about it.
On September 21st at 3am I receive a thank you email from
Teleflora including a survey asking if I was satisified with the arrangment and
service. At 10am on the same day I recieve the following email from
operationsuport@teleflora.com:
"We have been unable to place your order for delivery on the requested
date. Please provide us with an alternate delivery date. Please call us at
800-822-9547 or reply to this email. Thank you."
This was the whole
email. No apology, no explanation, no offer to make this horrible lapse right.
When I called the number provided the lady apologized but was clearly
disinterested and she had no explanation for why it happenned. After reading
many similar complaints about teleflora.com today I can see why - she must
handle tons of these complaints.
Flowers are ordered for special
occasions - "alternate" delivery date options a week later is NO option at
all!
I am a high volume shopper and order from a ton of different
websites and NEVER have I had this bad of an experience. Lesson learned - do
not shop with teleflora.
---------------------------------
08/21/09
Name: Sandy
From: Florida
I received an advertisement in my credit card statement and decided that I
would try teleflora to send my daughter flowers for her 21st birthday. I used
1800flowers twice in the last two weeks with no problems, but thought I would
give your teleflora a try.
I called on Tuesday, August 18 to phone
number 1-800-292-0357 three times. The first around 2:55-3:00pm ET I asked for
your hours, the second time I wanted to preview the items and asked for the
website address and the third time between 5:30 -6:30pm I placed an order. The
first two reps were male and the last was a female. She took my order and I
ordered the dance with me, with a balloon for delivery on August 20 and gave her
the credit card number and she asked me to hold for the confirmation. After a
few minutes, she returned to advise that she would have to call me back with the
confirmation. I asked her to call my cell phone number and she said ok, as I did
not provide an e-mail address.
I didn't think anymore about it as I
became ill the next day, but on August 20, I reached out to my daughter after
her classes and was told that she did not receive anything. When I reached home,
I contacted teleflora, thinking that perhaps no one was home, but to my dismay I
was told that there was no order in the system. So due to one of their
employees, on a milestone celebration, it was painful enough that she could not
be with family, but she did not even receive anything from her mother. Words
cannot express the disappointment, she and I felt.
-------------------
06/03/09
Name: Julianne
From: Bethesda MD
Final update w/good news: Received two emails/apologies from Teleflora
(Ashley D and Perry S) and new flowers (as ordered) were delivered by a
different florist this morning (6/3). This arrangement was professionally done
and beautiful (KUDOS to Sharon's Bouquet & Weddings, Cabin John MD).
Teleflora also attached a note of apology.
THANKS
TELEFLORA!!!!
I've changed my mind and will continue to use their
service, esp. when I've had no problems in the past and can't hold one incident
w/a HORRIBLE florist (America's Beautiful Florist, Rockville MD) against them.
Hopefully Teleflora won't use them again...
06/01/09
Name: Julianne
From: Bethesda MD
Update to 5/30 post: Nothing arrived today so they apparently lied to my
aunt, which ticks me off. They failed to respond to my customer service email.
Turns out my aunt ordered the same arrangement (polka dot and posies) for her
daughter-in-law in RI (we share the same birthday) and it arrived on Saturday,
resembled the picture online, and had fresh flowers! Apparently my bad luck was
Teleflora used a HORRIBLE florist in Rockville MD (America's Beautiful
Florist).
I was a good customer using Teleflora (via USAA's website)
for birthdays, mother's day, valentine's day and funerals for many years, as
recently as Feb 2009. Given their lack of interest in rectifying THIS bad
experience, they've lost my business. I will also be actively spreading the
word to family, friends and contacts to avoid Teleflora.
-------------------------------
05/30/09
Name: Julianne
From: Bethesda MD
Name of Delivering Florist : America's
Beautiful Florist, Rockville MD
TELEFLORA ORDER #800-83-40. My
aunt in NJ ordered birthday flowers for a Saturday delivery (5/30). They were
delivered on Friday afternoon (5/29) and what we received was a bunch of limp
purple daisies w/two brown-edged roses (well past bloom) in a clear glass small
gold fish bowl (no ribbon). The card also had several typos. It was a pathetic
sight. We called America's Beautiful Florist twice (Missy on Friday and Stacy
on Saturday) and they promised new (fresh) flowers would be delivered this
afternoon. No new flowers and they're now closed for the day (3:00). We
alerted my aunt and she was very upset; it was not the arrangement she ordered
via Teleflora (polka dot and posies) and it was definitely not/not $50 worth of
flowers. More like a $10 arrangement from a supermarket. My aunt immediately
contacted Teleflora and new flowers are expected to be delivered (as ordered) on
Monday. Shame on America's Beautiful Florist! Teleflora should discontinue
their business relationship so Teleflora's brand is not tarnished by these
fraudsters. I've used Teleflora numerous times (via USAA's website) w/no
problem.
-----------------------
05/25/09
Name: Kristen
From: Cleveland, Ohio
This is a horrible service. I ordered flowers to be delivered
to Sarasoda FL for mothers day. Later, I found out they were never delivered. I
called and asked why, they apologized and said they were not sure why? I told
them to make sure they are delivered the next day and if no one answers the door
to leave them on the porch. It was an upscale gated community so there should no
problem leaving flowers there.
The next day comes and still no flowers.
I am now furious. I am offered 20% off and no that is really not good enough. I
then ask to speak to a supervisor who givs me 50% off ...fine! It is already
Friday and they were supposed to be there Monday. At least one person was home
all week to answer the door. They said there was never a knock at the door. My
mom had one phone call on Thursday letting them know there were flowers on the
porch. She promptly went outside, and no flowere!
I will NEVER use this
service again. I have called twice to get my money back ...it is almost 1 month
later and I still have not been credited the $65.00 back to my account. I was
told it takes 2-3 days.
I love how they "guarantee" your flower delivery
over and over and nothing. They do not know how to handle a business. If you
mess up, you give the full flower arrangement and a 100% refund. If that was the
case, I would come back. It is one month later and I am out 65 bucks and never
got ANY flowers!
---------------------------
05/20/09
Name: Jennifer
Email:
chicdiva11@yahoo.com
From: Independence, KY
I
recently ordered the "Strikingly Chic" arrangement from Teleflora for a friend
who had major surgery in a Seattle Hospital. The arrangement is described, on
the site, as "An eye-catching display of blossoms in sizzling hues of hot pink,
fiery orange and sunshine yellow is arranged in a tall glass vase that's
decorated with a pink bow."
I placed the order at 2pm, eastern time,
which is 11am, Pacific. Teleflora is very specific that same day deliveries must
be placed before 2pm in the time zone to which they will be delivered. So I am
three hours before the deadline. I got a call that evening that they had a
florist who said she could do the job, but could not deliver that day. I was
miffed, but accepted a 20% refund and a promise that the flowers would be
delivered the following morning.
When the arrangement arrived the
following EVENING, my friend's husband sent me a picture mail to thank me. I was
appalled. Not only did it looks NOTHING like what I had ordered, it looked cheap
and poorly arranged. There was no orange or red, very little pink, and lots of
blue - which is not in the "Strikingly Chic" arrangement at ALL. It was not in a
tall vase, let alone the one I wanted, but was in a small clear glass cube vase.
It literally looked as though the florist had grabbed up all the scrap flowers
from the floor, in every kind and color except the ones I ordered, and crammed
them into a cheap vase.
Oddly, a friend of ours in Chicago ordered for
our same friend and had the IDENTICAL experience. We made our angry phone calls
to teleflora within minutes of each other.
The person on the phone
seemed neither surprised or interested. NO apology was issued. HE asked what I
wanted them to do to fix this, and I said I wanted the EXACT arrangement I had
ordered delivered tomorrow morning.
This saga is not over - this last
call was tonight. I am not holding my breath.
--------------------
05/12/09
Name: Sylvr
From: Costa Mesa
Ordered flowers for moms day online. No indication there would be a delay
due to the fact I was ordering on Friday, like all the other sites. My order was
processed. Saturday at around 3:30 pm I get an email saying the flowers were not
delivered and would be delivered the next possible day, Monday.
I voiced
my concern that the reason I wasn't told this during the ordering process was to
not lose my sale to another floral service, but to go ahead an deliver. I stated
i would not be using their service again. They sent me a coupon for my next
purchase, which I informed them would not be happening and go ahead an apply to
coupon to the current order.
Fast forward, now Tuesday after 4, get an
email today that my flowers could not be delivered and for me to pick a date for
them to arrive!! I was shocked that they STILL had not delivered and told them
to get lost and give me my money back. Waiting to see what happens.
------------------------
05/12/09
Name: Joni
From: PA- Chesterbrook & Linfield
Name of Delivering
Florist : Amaranth Florist
My husband placed an order for a
planter for Mother's Day (My 3rd one- we adopted 2 orphans 3 yrs ago) on line
with TelaFlora.com and the order was routed to Amaranth in Narberth, PA. It was
requested to be delivered before 4PM on Friday, as a surprise to me. My husband
called Telaflora at 5:00 pm on Friday, after he had to ruin the surprise and ask
me if I received any deliveries at my office. They insisted it was still "Out
for delivery" according to their computer system. 6:00pm- no planter- (I waited
at my office until then) So, he called AGAIN; they promised to deliver on
Saturday. 2:00pm - No planter; 6:00pm- no planter. So, this time I CALLED
Telaflora, and asked for a Supervisor. "Holly" told me, after calling Amaranth,
that the order was handwritten "Refused" on the order slip, BUT NO-ONE FROM THE
FLOWER SHOP EVER BOTHERED TO ENTER IT INTO THEIR COMPUTER SYSTEM, SO THEY COULD
REROUTE THE ORDER. So, I never got my planter; by 6:30pm Saturday, it was too
late. They really put a damper on my Mother's Day. I work at a large company,
and I will tell my co-workers every chance I get not to order flowers from
Amaranth Florist OR Teleflora. I asked for a refund on my husband's credit card
from Telaflora, but of course, I am sure that will take a few days to process.
------------------------------
05/12/09
Name: Heidi
From: California
Sent my Mother-in-law in Virgina flowers for mothers day. They were to
arrive on Saturday. We found out on Sunday when we called that they had never
been delivered. I called Teleflora to see what happened. The women on the phone
said there was a not on the order that they had trouble finding a florist
(what?)and that maybe they would be delivered on Monday. No call, no email, not
even a I'm sorry from the women on the phone. I cancelled the order and told her
what a terrible experience this has been, thanks for messing up my Mother in
Laws flowers! Then I went to my Twitter account and tweeted about it.
--------------------------
05/12/09
Name:Pieter
Email:
phakkerman@gmail.com
From: OH, USA
Name of Delivering Florist : NC
Flowers
ordered on April 7, 2009 at 4:48 p.m.
Price ordered Total: $69.20
Flowers would be delivered on Friday 4/10/2009 before Easter weekend.
Friday 4/10/2009, after flying for several hours from another state I
arrived at the delivery address where I was staying the whole Easter weekend
Checked if flowers were delivered but no flowers - nothing.
Called
customer service Friday evening at 10:30pm and they apologized but Teleflora
promised me to refund me 100% of my money and
Deliver an arrangement on
Saturday 4/11/09 for free. So I thought that was nice and thanked them.
I
was staying there the whole weekend so Saturday morning past and still No flower
delivery again, so not knowing the delivery time of the local flower shop
I
thought they would deliver the arrangement probably in the afternoon.
This
did not happen and I was getting a bit frustrated because I had put in my order
days ahead to avoid this.
At 4pm on Saturday afternoon I called customer
service again,
They apologized again and told me they could not arrange a
delivery for Saturday 4/11/09.
On the phone they explained to me they had
sent an email to my email account letting me know they could not arrange a
delivery.
Still On the phone I checked my email and there it was (sent at
1:30 pm), so I asked them why they could not have called me because they had my
phone number
And this was the second day that no flowers were
delivered.
The excuse in the email was the local store ran out of Tulips.
Easter weekend and no tulips.
So I asked if they could arrange a delivery
before the local store closed.
They told me they could not and asked me to
change the arrangement and the earliest delivery would be on Monday 4/13/09
So I changed it to an arrangement that the local flower shop would have and
asked to have it delivered to my girl friends work address.
No problem they
would be delivered at her work address on Monday at 2 pm. I could count on
it.
Easter weekend had past and no flowers but I still had hope it would be
delivered on Monday at 2pm
4/13/09 Monday after 2pm I checked if they had
been delivered but no delivery at girl friends work address.
Checked my email
but no email or call from Teleflora
Called customer service and of course
something happened preventing this delivery again, so I cancelled order and just
wanted my money back, due to
Poor service and follow up and that Teleflora
was not able to get flowers delivered on 3 occasions.
I told Teleflora they
just had lost me as an customer.
--------------------------
05/12/09
Name: NeverUsingTelefloraAgain
Email:
Name of Delivering Florist : Pocono
Floral Company
My first and last experience with Teleflora was
horrendous. I ordered flowers as a SURPRISE for my Mom on 5/6. On 5/7 my
credit card was charged in full. On 5/8, the intended delivery date, the
flowers were never delivered to my Mother's office. No one called me to let me
know this...I was surprised my Mother hadn't called to thank me, and then found
out she had never received them. Spoke to a woman named Rich (?) @ 9:30pm who
said she'd put them on priority for the next day. They would now have to be sent
to my mother's home and they were no longer a surprise. On 5/9 I spoke to
Nicole @ 12:30pm and Jennifer @ 3:30pm, both who said they would try to contact
the florist and find out why the flowers had not been delivered and then call me
back to fill me on. NO ONE CALLED ME BACK. I then called your company @
5:05pm, after my father called me at work upset because my Mom was now CRYING
because she never got the flowers from her only child who lives hours away.
This infuriated me. My gift of flowers was supposed to be a surprise and bring
joy to my Mom on mother's day, but instead this crushed her. After I had to
explain the situation AGAIN to Brooke @ 5:05pm, and asked to speak to a manager
(who wasn't available b/c he was dealing with another customer...what a
surprise) I was finally put in touch with Ashley Laxton from opperations and
support. Why was she the only person able to contact the florist? Why was she
the only person who said she'd call me back and actually did? Why was the
bouquet not delivered to my Mother until 6:45pm on Saturday? This has been the
worst in communication and execution (or lack there of) from any company I've
ever experienced. You better believe everyone I know now knows of this story,
and that I will continue to tell people to steer clear of Teleflora.
----------------
04/08/09
Ellen
From: Florida
Name of Delivering Florist : in Garner, NC
I ordered flowers to be delivered to my brother on his birthday. Didn't hear
anything from him about them until a week later when he said that a bouquet of
dead flowers had suddenly shown up on his porch.
He called the local
florist who was abusive and told him their driver had delivered the flowers on
the right date (although to whom they delivered them is the big question). I
contacted Teleflora who gave me a scripted answer and offered a 20% refund. I
said that wasn't acceptable but asked if the refund could be applied to a
do-over, this time with live flowers. Response was that they had a "strict
48-hour policy" and couldn't consider a do-over, but upped their refund offer to
50%. They didn't care where the flowers were for a week or that I was very
disappointed. No refund has been credited to my PayPal account and I've written
to the President of the company, who presumably doesn't care.
I have a
strict policy of never doing business with companies that shaft the
customer.
-----------------------------------------------------------------------------------------------------------------------
04/01/09
Name: Dan
From: Pikesville
Name of Delivering Florist : N/A
In the past I've always used
Baltimore Flowers for all my floral baltimore flowers needs, but I recently came across an
online coupon presented by Teleflora.com and decided to use it. Boy
was that a mistake!! I think I'll stay with my original florist from
now on.