“I have never before given a negative review. Every company makes mistakes sometimes. It’s how they respond that matters. 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, 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. 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 they had given me that I would get 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. At least the flowers were beautiful. ”