Last week I ordered flowers and chocolates for one of my past clients who referred me two home buyers. When I called in the order was quickly processed and everything appeared to be handled smoothly. Later that same day my client thanked me for the flowers, but made no mention of the chocolates. I truly hated to ask, but felt it was important to say, "did you get the chocolates?" To my surprise, the answer was "No." I immediately called 1-800 Flowers and asked to speak to a manager. After being on hold for 10 minutes I hung up and called again. This time I spoke to a representative (in another country) who told me not to worry and that 1-800 Flowers would resend both the flowers AND the chocolates the next day - FOR FREE. I hung up, called again and re-verified that my order was reprocessed and I was told it was.
It never happened.
I did however receive an email on the day of "delivery" (that never happened) from 1-800 Flowers informing me that "I was about to make someone's day."
Fast forward to today. I just got off the phone with Mia and she credited my card for the amount of the chocolates. She said she was sorry and was clearly ready to move on to her next call. In my life I have managed restaurants, waited tables, managed hotels and have currently been a Realtor for almost 11 years. I've been associated with "making things right" for the bulk of my working life. Clearly 1-800 Flowers is not.
If I was some one who mattered at 1-800 Flowers I would be ashamed that my company dropped the ball not once, but twice. In order to retain the customer for future business I would provide them a full refund and offer a sincere apology from someone in a supervisory role.
It's 10:27 a.m and I've been on hold for close to 17 minutes to share my feelings with a manager. Factor in my call "to a supervisor" last week and that's 30 minutes of my time I've wasted. I consider this blog I'm writing as a favor to any of you reading this.
Update:
I spoke to Steve on the "Manager service line."
No offer for a full-refund was given. Just a refund for the chocolates that were never received by my client.
I wish I could say I'm making this next part up. Steve told me it was entirely possible that the driver may have eaten the chocolates.
Never again will I trust 1-800 Flowers for anything. Next time I'll drive and deliver the flowers and chocolates myself.
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