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 (www.floristexpress.net) 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.

Star Micronics vs. Epson: Sometimes better to stick with the market leader

I have always been one to support companies that herald innovation even if they are not market sales leaders. That would explain my avid support for Audi in the 80s, despite lackluster sales in the US, support for Saab in the 90s, and innovative software and computer hardware solutions from smaller vendors. Often, my decisions lead me to interesting and positive.

Sadly, sometimes they don't. Today, I was reminded why sticking with the market leader has value.  As Boston East India Hotels re-engineers The Sol hotel, which is part of our portfolio, I decided to leave the point-of-sale solution we had been using for years and adopt another solution made by a small company in Belgium. We have an event at The Sol that requires faster food and bar ordering, and we decided that the POSiOS system would be right fit. The only drawback was that the software that comes with the POSiOS solution requires printers made by a small Japanese company called Star Micronics, which has very little presence in India. The clear market leader is Epson, another Japanese company, which is supported by several other software packages I was evaluating.

The Sol currently uses Epson.  Against the advice of my food and beverage director and senior advisor, I placed my faith on the sales and support team of Star Micronics to deliver what they promised. I ordered a Star Micronics TSP-743LAN (which I was told is compatible with a Star Micronics TSP-143LAN), paid by immediate wire transfer as was urged by the Star sales team, and was promised delivery the next morning. Alas, the morning came and went, and the printer hadn't arrived. When it did finally arrive, it came without the LAN port, which enables the printer to connect to a network to receive print signals. In short, the printer can't print. The distributor for Star Micronics in India, POS Solutions Pvt. Ltd. lied to me and advised me that the LAN port had been shipped and would arrive later in the day. Alas, it hadn't. Upon further review and only after several hours of trying to locate support, I learned that the LAN port might arrive an entire day after the event for which we had adopted the new POS solution.

So, I'd like to publicly thank Star Micronics and POS Solutions for reminding me why some companies become market leaders and why some don't. If you are considering Star Micronics or POS Solutions in India, I'd highly recommend reconsidering. Stick with Epson and thank me later.