Monday, December 28, 2009

1800Flowers.com update

1800Flowers.com managed to redeem themselves after my mother's birthday gift fiasco. I guess they found my posts on here and contacted me apologizing for the problems and putting their executive customer service people on it. Once a person with the power to do something heard about my problem, she was fantastic about following up with me, even when I was difficult to reach due to my work schedule.
The second bouquet I ordered for my mom showed up a day late but it wasn't their fault, as I recall (she wasn't home when they tried to deliver). So I used the $40 promotion voucher and the $20 credit they gave me for the problems, and ordered my grandparents flowers and cookies for Christmas, both of which showed up right on time. The flowers were really pretty, in particular, and my grandma was "tickled pink" as she'd say.

So, not that I'm advocating complaining on a blog when a company fails to follow through on what you've paid for--but I think it's interesting that it seemed like the blog post got more attention than my phone complaints during the problem itself. At any rate, 1800Flowers.com has earned my repeat business. (And no, they didn't ask me to post this or anything like that; I just feel that I should report on how the entire situation unfolded, so here you go.)

4 comments:

  1. I'm glad it ended up working out for you. I have one of those $40 promotion vouchers as well but was hesitant to rely on it after reading your post. I'll give it a try soon, I think! Interesting though that calling directly didn't seem to work...

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  2. What are they going to do to better inform the customer about flower shortages? It wasn't necessarily a service problem, but rather the fact that they didn't communicate to you early enough that they wouldn't have any flowers. I would be hesitant to do business with them around peak seasons if they aren't going to get their stuff in order.

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  3. Interesting that they responded to the blog post rather than the phone calls ... how did they know this was IRL you?

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  4. I used the email address associated with this blog to set up the account there when I registered for the $40 credit. I was mystified at first too, but it turns out there's a totally legitimate reason for them to know who I am IRL.

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Thanks for commenting!