ProFlowers roxs my socks!A month ago I preordered flowers from ProFlowers for Valentines Day delivery. Two ordered were places; first order- 100 Peruvian Lilies second order- 2 Dozen roses, red vase, and chocolates. The Peruvian Lilies arrived without an issue but the second order was canceled without prior notification. I did not find out until Valentine's Day; when I checked the order tracking info, it showed a delivery date of March 4th. Furious and frustrated, I instantly picked up the phone and called their 800 number. Due to high volumes of demand on this day, their phone lines were set to a recording and hangs up shortly thereafter. Not willing to give up, I emailed their customer care a brief message expressing my concern and disappointment. "Upon viewing the Order Tracking page, I discovered the Delivery date had been changed to March 4. I am VERY disappointed and unhappy with this change of delivery date without any prior notification. This is an unacceptable and poor business practice. Please investigate and your prompt response is much appreciated." In an attempt to get a live representative to discuss this matter, I decided to try another 800 number. Again, I received a recording and instant disconnect. Being the persistent bastard that I am, I redialed, and just before the message was complete I punch the "0" button with crossed fingers... BAM!, instant success. The phone rang...seconds later, a soft calm female voice answered the line. I briefly told her my issue and she tried her best to investigate the problem. She told me that the order that I had placed is not being honored. She spent 15 minutes trying to find a replacement and getting supervisor approval but none of the options were to my liking. I decided at this point to give up and accept it for what it is. A couple of hours later, I received an email in response to email. "Thank you again for contacting . Please accept our sincere apologies for your disappointment with your recent order.
We are committed to providing you with the freshest products available, and we appreciate you giving us another chance to meet your expectations.
We have ordered a replacement as requested and have included your order confirmation number below.
We are handling your replacement personally, so you will not receive any automatic shipping/delivery emails. Here?s your order information: Order Number: XXXXXXXXXXXX
Delivery on: Friday, February 15, 2008 Once again, please accept our sincere apologies. We greatly appreciate both your trust and business, and we look forward to serving you again in the future.
If you have any further questions or concerns about this order or any order, do not hesitate to contact us." JACKPOT! Better late than never I thought.
Friday - She received the flowers. I asked her to check the order just to make sure it was correct. Instead of getting 2 dozen roses only 1 dozen were shipped. Since the email communication was more effective than speaking to a live rep, I decided to try my luck again. "I appreciated the replacement order, however I was supposed to get 2 Dozen roses but only received 1 dozen. Please make necessary corrections." "Thank you for contacting proflowers. Please accept our apologies for the disappointment with regards to the inaccurate stem count for the replacement of flowers delivered. You are a valued customer and we want to resolve this issue to your satisfaction.
We would like to offer you a replacement, courtesy of our team.
In order to process this order, we will need the following information:
1. The name of the desired product (of equal value to the original item);
2. The preferred date of delivery (Tuesday-Friday, excluding holidays);
3. The recipient's name and complete address, including daytime telephone number;.
4. A card message (if desired);
Once again, please accept our most sincere apologies. We look forward to hearing back from you soon!" "Would it be possible to get the "Valentine's Day Braided Money Tree" as a replacement?
Thank you for your wonderful customer service and special attention to customer satisfaction. I look forward to doing business with Proflowers in the near future for all my special occasions.""Thank you again for contacting ProFlowers. Please accept our sincere apologies for your disappointment with the inaccurate stem count of the replacement order you have received.
We are committed to providing you with the freshest products available, and we appreciate you giving us another chance to meet your expectations.
We have ordered a replacement as requested and have included your order confirmation number below. Since we handle your replacement personally, you will not receive any automatic shipping/delivery emails. Here's your order information: Order Number: XXXXXXXXXXXX
Delivery Date: Tuesday, February 19, 2008 Once again, please accept our sincere apologies. We greatly appreciate both your trust and business, and we look forward to serving you again in the future." Scored!!! I am happy to say, I'm a satisfied customer. They went above and beyond to make things right. All customer service should be like this, no question asked, just make it right damn it!
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