Here is the letter I sent to AAA about my experience with this discount partner! Save yourself the drama, pain and embarressment and choose a different florist!
I just wanted to send you a note to let you know of a recent
experience I had with one of you Discount partners. As a AAA member I try to take advantage of
the discounts available to me and try to use companies that offer AAA discounts
as often as possible. Earlier this month
I decided to send flowers to a good friend that lives in CT for her 40th
birthday. She had invited me up to
celebrate with her but I couldn’t make it and so I still wanted to do something
very special for her. Several weeks
before her birthday I went online with 1-800-flowers and picked out the perfect
arrangement and placed my order. On my friend’s
birthday I received an email that confirmed the delivery of the arrangement. However, after several hours had passed and I
hadn’t heard from her, I became concerned.
I contacted another friend that was at her house and confirmed that
nothing had been delivered. Her husband mentioned that there is another
street in town with a very similar name and it had probably ended up
there. I called 1-800-flowers immediately
about this and had to wait on hold for over 30 minutes to speak with a customer
service representative. I was then
informed that there was nothing she could do for me at this time because it was
after hours and there was no way they could contact anyone at the delivering
florist. I was directed to call back the
next day during regular business hours and I got even more upset and explained
to her that I had already had to wait 30 minutes to speak with her and that it
shouldn’t be my responsibility to call back the next day. She then put me on hold and disconnected the
call. I immediately called back and
began waiting on hold again and while I was waiting I posted a scathing review
on Twitter that was immediately responded to by one of their other customer
service reps. I was again told there
wasn’t anything they could do at this time because the actual florists was
closed but they would try to fix this but never really offered any kind of help. After another 30 minutes I got through to
another customer service rep who was much nicer and was actually trying her
best to help me. She kept apologizing and
offered to have the flowers re delivered to my friend at the cabin that
everyone was going to in VT for her birthday celebration. I just needed to get the address and call
them back in the morning. The next
morning I called back with the address of the cabin and was told they were
sorry again, but they couldn’t deliver the flowers to this address at all. My only option at this point is to have them
try to re deliver the flowers on Monday (4 days after her birthday) and they
would send me a coupon for $20 off my next order. On Monday afternoon I hadn’t heard from
anyone about the delivery and I again called 1-800-flowers to check on it. After being put on hold for over 10 minutes
the customer service representative came back on the line. She proceeded to tell me that they had been
experiencing computer issues all that day and my flowers were again NOT
delivered! They would however promise
to deliver them the next day on Tuesday.
At this point I completely lost
my mind and demanded that my order be completely refunded. I explained how deplorable this service was
and that delivering 5 days after her birthday was completely unacceptable! I am so completely disgusted with this
company and their customer service practices.
At no time during any of my conversations about the problem did they
offer to do anything but say I’m sorry and send me coupons. I can assure you that I will never do
business with this company again. I also
plan to let everyone I’m connected with via social media know all about my
experiences to save them the complete disappointment from this horrific
company. I thought you all should know
about this as it reflects poorly on your company also for supporting them. I’ve usually had great experiences with my
AAA discount partners but I will be much warier in the future because of this
experience.
Regards,
Cheryl Patterson
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