After spending over 24 hours arguing with a customer service officer on their Live Chat, you can absolutely forget about chatting with an actual manager. We were promised a refund of the difference between AUD 120 and USD 120. Refund was also calculated in US dollars .. conveniently they can do this when it suits them, but we still ended up short of what we should have received. Refund came over 24 hours later than we were promised and when we queried this, the person replying was not very friendly.
This company put us through hell at a time when we were already under a lot of stress. Will never use them again.
“Criminals who take advantage of grieving families”
• Previous review
We ordered flowers for a family member's funeral in Australia, but as we weren't in the country at the time, we searched online for a local Brisbane florist. We specifically chose an online florist with a .com.au address as we intended to pay with an Australian Debit Card with a prominent Australian Bank.
Nowhere on their page does it show that the prices are in anything but Australian dollars. Image our shock and horror when the amount deducted from our Australian account was for almost AUD $60 more than we were expecting. It turns out, that even if you make this purchase from an Australian business, the system is set up so that if you order from outside Australia, you are charged in US dollars. So we were expecting AUD 120, but were charged USD 120. If that was the case, what we should have been charged is USD 82 (exchange rates at the time).
All attempts to resolve this have fallen on deaf, stupid or incompetent ears. They just keep re-sending the link to their terms and conditions where it states that all orders from outside of Australia are charged in US dollars. What they don't tell you is that they use the same price but add it to a different currency. This has put an extreme amount of stress on the family who are already grieving the sudden loss of a loved one.
Live Chat is a complete waste of time and you can forget about communicating with a manager because every single manager is out of the office all the time.
I will be reporting them to the ACCC, The International Consumer Protection and Enforcement Network and I will be sending the Brisbane franchisee a letter so that when they are out of business, they will know why.
This business is fraudulent, unethical and a disgrace. You try and arrange flowers so you have a presence at a loved one's funeral and you get completely screwed over. Talk about taking advantage of people during the darkest times they are facing.