1800flowers Do not deliver as promised. Refunds not in their policy. Internet

My sister's mother in law passed away in March. I called 1800 Flowers two days before the viewing at the funeral home to order a floral wreath as I could not make it to the services. The viewing was only going to held on Friday morning until 12:30 pm. When I called, the woman on the phone told me they could not guarantee the flowers would be there, but what they can do is to deliver the flowers Thursday evening as 7:00 pm was their last scheduled delivery. She also told me if they "didn't make it" by 7:00 pm on Thursday that I was guaranteed to be the FIRST on their delivery list for Friday morning and the first delivery would be at 7:00 am.

So Friday morning rolls around and my sister called me to tell me no flowers had arrived. I called 1800 flowers and got an operator named Israel, who basically told me, in a rude manner to give them a chance to deliver and not to be so impatient. When I told him the viewing was only to be until 12:30 (two more hours from the time I called) he told me that they do not guarantee the time of the delivery and he was sorry, that I misconstrued this information, but they DO NOT guarantee the time of delivery and he's sorry about this unfortunate incident.

When I discussed the possibility of refund, he told me not to "get into refunds when I haven't given the florist a chance to follow through on their delivery". An hour later, I learned their were still no flowers. I called again and guess who I got? Isreal! Hmmmm! I thought this was a LARGE company? What are the chances of me getting the same operator again? I had a similar conversation with him telling I didn't "give the florist a chance not to deliver" and I shouldn't be requesting a refund, when they didn't have a chance NOT to deliver. I told him the flowers didn't do what they were supposed to do and they are now irrelevant and I am now seeking a refund. He wouldn't give them to me. I asked for a supervisor and my call got "dropped". I called again and finally got another operator and she gave me the name of the florist who was supposed to deliver the flowers. The florist told me I was on their list, but no time frame was given to them. They deliver as per geographic location on the driver's route and they have no way of knowing when my flowers would be delivered.

Now it is 12:30 and I called 1800 Flowers again. I got through to a new operator who put me on hold and made some calls. She told me "some flowers" had arrived at the funeral at 12:45 and no one was there to sign for them, so the funeral director signed for them. I told them no one would be there, because services were over by 12:30. She told me they were forwarded to the cemetary. I called the people in my family who went to cemetary and they told me no florist showed up with flowers. When I called 1800 flowers to tell them this they told me that there was no guarantee the flowers would be there before 12:30 and techically, they have until 7:00 pm to deliver and still count as "on time". I asked for a supervisor and the "best" the supervisor could offer me was a 20% coupon off my next purchase, because technically the flowers were delivered even though no one had seen them. They already charged my VISA card and I filed a dispute. After awhile the charges for $145.00 were taken off, thankfully, but I will never do business with them again, nor would I recommend anyone else to.

Ellen
Iselin, New Jersey
U.S.A.