Saturday, September 15, 2012

Florist Express Just Isn't...

Those of you who read my blog posts know that my tolerance for bad customer service is relatively low especially when I work with a particular company frequently. I had an experience today that I think it is important to share with an e-commerce company called Florist Express. I usually order gifts and flowers from a company called ProFlowers, which I've had generally good experience with. Today, I needed a birthday floral arrangement delivered the same day, which ProFlowers sends to their "preferred partner" Florist Express. I'm assuming given the co-branding on certain pages, ProFlowers has a revenue sharing arrangement with Florist Express whereby Florist Express takes and fulfills same-day delivery orders.

Florist Express is a "preferred" and co-branded partner of Proflowers.

I placed my order for flowers and birthday balloons this morning. The web site indicated that I had to place my order for the zip code I was delivering to by 2:00pm. With hours left to go before the cut-off, I  placed my order and went on with my day. The number of places on the site that list reassuring messages about the company's abilities suggests that it takes its responsibility for same day delivery seriously. The main page banner has the company's phone number and tagline "florist arranged bouquets delivered today." The very next banner reads "all products on ProFlowers Florist Express can be delivered by our local florists TODAY!" The very next logo has large text that proclaims "Flowers Delivered TODAY!" along with a "100% On-Time Florist Express Guarantee." Several additional locations on the page suggest or guarantee that this company can get your flowers to their intended recipient not just today, but TODAY!

The number of places on the site that list reassuring messages about the company's
abilities suggests that it takes its responsibility for same day delivery seriously.

Imagine my disappointment and chagrin at receiving a phone call at 5:15pm EST on Saturday evening advising me that despite all the assurances on the site, the order could not in-fact be delivered today. Hours after I might be able to place a replacement order with someone else, Florist Express left me high and dry, up the proverbial creek without much of a paddle. There goes the company's "100% On-Time Guarantee."

The customer service agent quite formulaically offered to deliver the same order two days late, with a (presumably) form letter apology from the company suggesting that it had been the company's fault that the order was not delivered. I would still pay full price for the non-delivered flowers but apparently rest my consolation on the heartfelt computer generated apology produced by the same company that had made and broken its promises. I suggested to the customer service agent that the company should, at minimum, refund the order amount and still deliver the flowers as a gesture of true apology. "I wouldn't be able to do that sir," came the response from my helpful Florist Express agent. Having made a mockery of Florist Express' on-time guarantee, the agent's offer to me destroyed the company boldly stated "satisfaction guaranteed" promise. I wasn't satisfied and the company didn't care.

So, a word of caution to you those of you who view flowers as mission critical. Birthday, anniversary, or funeral? Order from Florist Express ( and you may just miss it by a few days. But don't worry, I'm sure the form letter apology will suffice.

There goes the satisfaction guarantee too: I wasn't satisfied
and the company didn't care.

1 comment:

Amy said...

Beej, we do apologize for the issues you have had with Florist express. Please contact us at 888-855-3486 or email us at, we will assist you with resolving this issue with Florist Express.

CS Social Media Team