1800flowers.com Responds! (Boycott Continues)

Well, I finally have AN answer from 1800flowers.com and it seems a tad revisionist and convenient to me. Guess what: They blame the local florist!

In the interests of fairness, here is what I got:

Dear Mark,

Thank you for contacting us.

I apologize that your gift was not delivered as requested. I have reviewed your
order and it never was canceled for any reason. The order was transmitted to
the shop and never were we informed that there was anything wrong with it that
would cause a delay. If we had known there was a problem we would have been
more then happy to rectify the situation. Again, I apologize for disappointing
you.

If you have any other questions or concerns, please do not hesitate to contact
us at the address listed below.

Sincerely,

Betty Ellis
Han Priority Unit Specialist
bellis@1800flowers.com


My response:

Betty:

Which complaint was this response directed to? The Friday night chat? The Saturday morning e-mail? Any of the Saturday calls? I just need you to pick one so I can further respond to: "The order was transmitted to the shop and never were we informed that there was anything wrong with it that would cause a delay. If we had known there was a problem we would have been more then happy to rectify the situation."

The flowers were supposed to arrive Friday. They did not. I tried to call. You said you were too busy. I did an online chat Friday night. Your rep promised they would be redelivered Saturday. I followed up Saturday morning with both a phone call and an e-mail. A rep promised again they would be delivered Saturday. By 8 p.m., still no flowers and they were supposed to be delivered before 7 p.m. Despite this effort, I had to make at least three more phone calls to get my flowers delivered after 9 p.m.

How many notifications of a problem do you normally require?

Finally, your Filipino representative put me on hold for a while Saturday night to "call" the local florist and then told me she couldn't get through, I made it in two calls (the first was a busy signal). And I arranged for the flowers to be delivered (I think she went on to other problem cases). If I didn't make that call, this would have gone to Sunday. And then more phone calls, e-mail, etc. You and your company have, since Friday, done nothing to respond, other than to send me an e-mail today that raises as many questions as it answers.

Why don't you try apologizing again? This one didn't work.


Sheesh.

More later,

Mark