I placed a flower order several months ago, with promises made of a certain arrangement, certain delivery date and time. Delivery day was not met. It took several hours on the phone to deal with the issue. Promised an upgrade on the arrangement with delivery the next day. Flowers delivered were not even Walmart quality. After being lied to by several representatives this issue was finally pushed to upper management, who asked that I give them an opportunity, in the future to make it right.
So, on February 13, gave them that opportunity. Spoke to upper management in the processing this order. Received an email from this company stating it would be delivered on the 13th. Delivery did not happen on the 13th. Spent two hours again the evening of the 13th talking with a representative and two different supervisors.
The first supervisor, made me some offers and promises which included a call to the florist, immediately, a guarantee delivery on the 14th, an upgrade in boquet, and a 30% refund. Asked me to hold while he processed those promises and once we got off the phone, he would email and in the email would list what is being done to correct this situation. Was disconnected from this supervisor while I was on hold. I waited an hour, checked my email, no email.
Called again, spoke to a supervisor. Was informed that the notes on my account regarding my conversation with the first supervisor said, "Customer was offered Transferring customer to another supervisor." Therefore, I confirmed that nothing had been done regarding the correction of this order. I confirmed, that at this point, had I not called back in, there would have been no contact with the florist, no upgrade, no credit of 30% off, etc.
Several things that extremely frustrates me during my conversation with both supervisor are:
-Found out I had ordered and paid for a premium arrangement and only a regular arrangement was ordered for the florist to make.
-the order stated it was going to a residence and not a business, therefore, delivery times were not correct. And it took me telling the first supervisor about 10 time to change it and he did not change it. It took me telling the second supervisor about four time and then getting down right nasty and rude with him to get him to change the order to a business delivery. I guess folks in Connecticut believe that delivery to a bank is residential.
-the first supervisor did nothing that he promised to correct the situation
-I told the first representative and the first supervisor, that I did not want an apology from send flowers sent to the recipient. When I spoke to the second supervisor, an apology was still going to be sent.
-I wasted two hours of my life, in attempts to get this situation corrected and my contact with these two supervisors was very unprofessional.
So, the drama continues on the 14th. I left several messages the night before to the two upper management people who I had talked to on the 13th who took the order and processed the order. It took them 2 hours and 15 minutes after they came into work to return my calls / messages left the night before. This shows the priority they put on this situation. And the response I got was really nothing, for they were waiting on communications from the florist and other excuses. I was transferred to the operations manager, who in the past, when I asked to speak to him, was told that he does not talk to customers. Really, in my opinion, just received pat answers from him.
And the drama continues. Flowers were to be delivered to my friend, who works in a bank in Jacksonville, Florida. Someone calls the corporate offices of the bank in New York City, talks to management there, to see if the flowers have been delivered. When the flowers are delivered the arrangement consists of at least ½ of it being baby breathe, about half of the stem of flowers represented in a deluxe arrangement and this was suppose to be a premium, with an upgrade, with extra stems put into it. The arrangement displayed on the website was a beautiful multicolored flowers, that was full of flowers with very little greenage. Rather, we received a sea of white daisies and baby breath with about 9 stems of colored flowers.
Then I received a phone call upper management person asking me if my friend received one or two arrangements. I was informed that the operations manager made the decision to have a second florist involved and to make a delivery because they felt the first florist was being wishy washy and he was certain a delivery would be made at all. A decision made to a second arrangement sent from another florist, without cancelling the first. HOW STINKING EMBRASSING for a woman to receive at work two arrangements on the same day, from the same guy! How stupid it makes me look for her to receive two arrangements.
Here is the bottom line Everything rises and falls on leadership! If the operations manager makes such stupid customer embarrassing decisions, no wonder, the regular employee and supervisors do the incompetent, unprofessional, customer service that they do. If two upper management personnel / supervisors process my order like they did on this one, no wonder, the regular employee and supervisors do the incompetent, unprofessional, customer service that they do.
Note: I have asked to speak to the CEO of this company and have been informed that he doesn't talk to customers.
Yes, I will recognize that I have received a total credit for the cost of the arrangement. But, that does not resolve their consistent inability to provide good customer service to their customers.