FTD (flowers) 3113 WOODCREEK DR
DOWNERS GROVE, Illinois United States of America
FTD (flowers) WWW.FTD.COM, 1-800-SEND FTD, flowers say it better FTD says it best. FALSE ADVERTISEMENT;INCOMPLETE ORDER; DRIED, WILTED PRODUCT FULLY DEAD NEXT DAY; BAD CUSTOMER SERVICE. DOWNERS GROVE, Illinois
I ordered flowers for delivery to a recipient's work place. The order arrived incomplete and the VERA WANG floral arrangement was partially dried, discolored and wilted. I contacted customer service and the missing portion of the order was delivered yet the rep suggested (per management) that the floral arrangement be picked up from the recipient's workplace and redelivered. I informed the rep that this was an embarrassing and unsuitable method for rectification and was promised a credit for a future order...really?!
The next day, I was informed by the recipient that the flowers looked dead and no longer presentable. My order total was about $130 and failed to last a day..Customer service reps for the company definitely are difficult to communicate with due to a language barrier that every person I spoke with seemed to struggle with. I talked to about 7 reps over the course of 2 days. This included a courtesy callback from a rep. I requested to speak with a manager 3 times and was placed on hold which led to an unreasonably long wait that lasted about 20 to 30 minutes each time.
I was not allowed the opportunity to report the experience to a manager even after everything that took place. I finally called to request a refund for the Mother's Day Tumbleweed arrangement and was told the deliverer may or may not pick up the order and that I would receive a refund to my card in 5-7 days along with an email confirmation of the action taken to resolve FTD's issue. I made it very clear that the arrangement was not to be picked up at the work place and to have it picked up at the billing address.
The rep was not able to confirm a time or the action to be taken regarding the pick up. I did not want to risk embarrassing the recipient at the place of business. Unfortunately, my questions and concerns were not addressed by the reps in a settling manner. It was as if I just had to hope that everything would be handled accordingly. I had to call back again due to non receipt of the confirmation email.
the rep said she would send one because the last rep failed to do so and that my refund would process in 3-5 days. I still have not received the email. I have yet to receive my refund. I am left wondering if the processing is 3-5 or 5-7 days because the reps provide conflicting info as an answer to the same question. Lastly, the recipient is left with a memory of a bad experience on what was supposed to be a special and happy occasion.
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