1800flowers.com Mother's Day Order (ridiculous customer service) no flowers Nationwide

To: Whom it May Concern (and it better be somebody that cares about their business)
Subject: Very Poor Service (800Flowers.com)

I am writing you to explain the very poor service and unnecessary time that I spent within the last week with orders that I placed for Mother's Day. I called 800flowers by telephone on Tuesday, May 6, 2014 to place 3 orders of flowers that were going to 3 different recipients at 3 different locations.  After placing multiple calls and spending several hours on the phone with your customer service representatives, only 1 order made it to the recipient.   Below is the date/time, time spent on phone, and a brief description of the phone calls that I had with your customer service representatives of 800flowers.  I ask that after you read this, I get a full refund on these orders that I had nothing but problems with.  I also ask that you retrain your customer service representatives for quality improvement and to better their customer service skills.

Tuesday, May 6, 2014 @ 6:02 PM (call time: 1 hour and 1 minute)- I called 1-800-Flowers and placed 3 orders to deliver between May 8th and May 9th
order #124490760, order #124492386, , and order #124494117

This first call was such a bad experience with a language barrier.  I actually wanted to place 2 more orders, which I did online after the phone call.  I had no issues with those 2 additional orders.  They were delivered on the date I specified, so the following details is regarding the 3 orders I placed over the phone.

Tuesday, May 6, 2014 @ 7:06 PM (call time: 28 minutes)- I received the email confirmation on the orders I placed and every order was wrong in one way or another (address wrong, name misspelled, delivery date wrong, message details wrong, etc.)  I called to correct all the orders and was told by the 800flowers representative that I only placed 2 orders which was not the case, but I only received 2 email confirmations and the representative insisted that I did not place 3 orders. He corrected order #124492386 which had a message error, name misspelled, and wrong address.  Order #124490760 had a wrong address, name misspelled and a delivery date of Wednesday, May 7, 2014 which was wrong and when I placed the order originally, I said Thursday, May 8, 2014.  The representative told me that the order had already been processed and there was nothing he could do about it (even though, everything was wrong with the order, so basically the order was going to end up not going to the recipient and I would just be out of the money and the flowers would end up going to someone I don't even know)

Tuesday, May 6, 2014 @ 7:36 PM (call time: 24 minutes)-  I received the 3rd order (#124494117) confirmation by email (you know, the 3rd order that the 2nd representative told me that I never placed? yes, that order).  This order also had a bunch of errors in it, so I called 800flowers AGAIN to get them corrected.  At that time, I was told once again that the one order that was going to deliver on Wednesday, May 7, 2014 could still not be changed for the delivery date I initially wanted; however, the address could be corrected so it goes to the right place. (Wow, that is kind of odd, considering that I was told on the 2nd phone call that nothing could be done because it already processed through).  This 3rd call I placed, I finally was able to talk to someone that spoke and understood English as the first language.  I am sure you can probably tell that this is why all my orders got messed up to begin with because the first call I made, to place the orders, took over 1 hour due to the very awful language barrier. (that would be plain to see because one of my orders was going to a business which is a "Juvenile Court", well, when I got my email confirmation, it said "Jubenile Courtang" as the business name.)

NOTE: I received a text message from one of the recipient's which is order #124492386 and she apparently got a phone call from the flower shop trying to verify her address because the flower shop that received the order from 800flowers.com is 2 hours away from where she lives and they couldn't deliver it to her. Well, that's because the guy that took my order put in a town that was not even matching the zip code I gave him.  I told him the correct address numerous times and told him that the city he is putting in is not correct and to make sure that city is not on the order because it will not go to the right place, but guess what?? yes you guessed it, he did it anyways and now the recipient was aware of me getting her flowers for Mother's Day before they even shipped to her (which by the way, she still hasn't got them, even though I got an email confirmation saying they delivered).  

Thursday, May 8, 2014 @ 3:05 PM (call time: 26 minutes): Guess what? The order that I couldn't change the delivery date because it had "already been processed" that was going to deliver on Wednesday, May 7, 2014. (order #124490760) Yes that one, it NEVER delivered. So, on this call, I spent time trying to figure out where the flowers were even at and I was told that it would deliver today, Thursday, May 8, 2014.  Well, now, that's when I originally wanted them delivered, but remember, the order was all messed up and then I was told that it was processed and going to deliver on Wednesday, May 7th?  Ok, well, it didn't deliver on the 7th, so not only did you guys mess up with getting the original delivery date, that I wanted, but you also messed up on not getting the flowers delivered on the date your company "randomly" picked for me.

Friday, May 9, 2014 @ 2:32 PM (call time: 20 minutes): Order #124490760 never got delivered so, again, I called 800flowers.  At this point, I am sure you can hopefully understand why I am frustrated and pretty much ticked off.  I have spent so much unnecessary time on the phone with 800flowers representatives pretty much all week (it's not over yet) and nothing is getting delivered.  I would think that with such a big business and all the money you all are making to "deliver smiles", and all the frustrations and worry that I had all week wondering if these flowers would even get delivered, I would be offered some kind of refund. No, of course not.  Now I am being told this particular order had a delivery date of today, Friday, May 9th.  Well, everyday for the last 3 days, that's what I was being told, but once again, 800flowers is just "randomly" picking delivery dates.  I also checked on my other 2 orders to verify if they have been delivered and the representative told me they were delivered.  That at least made me feel a little bit better about the whole situation.  I tried tracking these orders all week online, but for some reason, the 800flowers online tracking system can not track unless it is an online order because it didn't recognize any of my order numbers (I would suggest getting that fixed).  I want to also mention, every call that I made to 800flowers to get the order corrected, I asked for an email verification so I could verify that the addresses, names, etc. were all correct, but not once did I ever get an email.

Friday, May 9, 2014 @ 7:43 PM (call time: 1 hour and 28 minutes):  NONE, ABSOLUTELY NONE of my 3 orders delivered to any of the recipients.  I was told earlier in the day that order #124492386 and #124494117 had delivered and order #124490760 would deliver today Friday, May 9th but NONE of them delivered!  This is absolutely ridiculous and uncalled for.  When I spoke with this representative, I gave him my order numbers and he also pulled up my account by my name.  2 orders that I DID NOT place were ordered under my account and went to people I don't even know.  The person that placed that order had a name similar to mine, but SHE had a name of Christine and my name is Chris, but we have the same last names.  Somehow, her name was in my account.  Not only were there orders placed that I have no idea who they were, I was also told my orders delivered, but the addresses I was given were bogus addresses and ended up somewhere other than where I wanted them, so I am sure some other individuals (I don't know) got flowers from me.  This representative was really good at trying to help me and understood my major frustrations.  By this point, I am very tired at explaining every order and what is wrong with them.  It is plain to see on the screen that I have had problems this whole week and nothing is even getting fixed.  I explained to him that you guys messed up and you need to fix it. I still wanted the flowers delivered but at this point, I feel I should of gotten a full refund and your company should be delivering these flowers on your dime to the right addresses and the right people!  The representative put me on hold multiple times (as you can tell by how long I was on the phone).  It was plain to see how your company majorly messed up on my account, my name, and my orders.  He was wanting to just basically start over with the orders.  Of course, I wanted to be done completely with 800flowers but at the same time, it is Friday late at night and It was too late to call anywhere else to get flowers delivered in time for Mother's Day. I also thought somewhere in my mind that you guys messed up enough lately and wasted so much of my time and money that 800flowers would hopefully be on top of this and getting it done.  We were working on re doing order #124492386 and order #124490760 (which I now had to put a different address because the recipient was out of town). Like I said, I was placed on hold numerous times for times ranging from 5 minutes to 20 minutes, but as we were working on these 2 orders and not even to the 3rd order yet, I was on hold for about 10 minutes and then the call dropped.  After being on the phone for over 1 hour, I got hung up on and here is the best part to this: I NEVER GOT A CALL BACK. Nobody cared to call me back to get this taken care of.

Friday, May 9, 2014 @ 9:13 PM (call time: 12 minutes):  Since I didn't receive a phone call back, I called AGAIN and told the representative that I was hung up on, fed up with 800flowers and somebody better be fixing this.  He pulled up my account and took down my information and said he would have a supervisor call me back.

Friday, May 9, 2014 @ 10:11 PM (call time: 2 hours and 25 minutes):  I never got a call from the supervisor, so I called back and explained to the lady that I wanted a full refund on all my orders and your company better get flowers to the 3 recipients before Mother's Day.  2 of the addresses had changed, so I gave those addresses and verified the information of the 3rd order.  She stated that she would give me a full refund, but at the same time, she cancelled the 3 orders (to start over and fresh), but she still wanted to charge me for the new orders even though she said I was going to get a refund.  Order #124490760 had an address change.  She typed in the address and said flowers couldn't be delivered til next Friday.  Considering that 800flowers messed up on all these orders to begin with, now the order wouldn't deliver until next Friday! I was also told that all the flowers I initially ordered on the 6th, they were out of, so now, I was supposed to find different flowers.  I ended up only going with the 2 orders (order #124492386 and #124494117) and cancelled the order that couldn't deliver until next Friday.  These two orders were supposed to be delivered on Saturday, May 10, 2014.

Well, here we are, Sunday, May 11, 2014 @ 6:00 PM and only one of those orders (Order #124494117) delivered.  Of course, it was supposed to deliver on Friday, May 9th at a business location, but I had to change the address to a different location.  According to a 800flowers rep that I called on May 10th at 11:25 AM, he told me that order #124492386 delivered successfully.  I even got an email saying it delivered; however, the recipient never received them.

So basically, I had 3 orders on May 6th that should've been delivered by Mother's Day.  About 9 phone calls later, roughly 7 hours of talk and hold time, a lot of ridiculous customer service skills, multiple language barriers, wrong addresses, misspelled names, and all the other unnecessary crap I had to explain and deal with, 1 of those orders actually delivered and I never got a refund. If anything, more charges were added to my bank account.  Below is the dates and charges that are on my account. (Obviously, this doesn't add up and there are more charges then there should be).

05-07-14: $67.99...... 05-07-14: $64.98...... 05-07-14: $64.99....... 05-08-14: $133.97...... 05-09-14: $77.98..... 05-09-14: $74.98

I would hope that this complaint gets to the right hands and it should be dealt with accordingly.  I will NEVER go through 800flowers again, and I will make sure this letter goes to every review site and every social media site possible to keep people from using this ridiculous company. It is plain to see with the information that I provided, your company obviously doesn't care much about its customers.  I believe that I gave your company way to many chances and opportunities to make things better, but it never happened and only made me dislike 800flowers even more.  If you look at my account history, you will see, I have used your services for quite some time in the past, but I can see it doesn't really matter much to your company. I will make sure I forward this to all my friends and family  and that they forward it along as well.  

Sincerely,