Urbanflorist.com delivers late and offers no customer service assistance, ripoff Vancouver British Columbia

I placed an order for flower delivery with this company on Nov 22 for delivery Nov 25. The order did not arrive on the 25th, nor the 26th or 27th. The company never called me or the recipient to explain that the order would be late.

I attempted to call the company many times on the 28th to cancel the order and request a refund. Their "customer service" number only accepts messages--there are no operators available to speak to. I left three messages that day and my calls were never returned. I learned on the 29th that the flowers had been delivered sometime during the afternoon of the 28th, 3 days late.

Today is December 1. Over the course of four days, I have called over a dozen times. The only way to speak to a person at the company is by dialing the extension for sales. Sales representatives are unable or unwilling to transfer me to anyone who has the authority to offer a refund (or discuss it).

They have taken my name and number repeatedly. The only person to call me back was someone named Robbie who called this morning. He was unable to offer anything more than a refund of shipping ($10 of a $40+ order) or a $15 discount off of my next order. I told him that this was unacceptable, and he said that I needed to talk to "Ryan." He gave me his extension and told me that he would have Ryan call me.

Ryan has not called today. I attempted to call him this afternoon. I requested to speak with him after I dialed his extension. The person on the other end of the line told me that he would not connect me with Ryan and to give him my "freaking invoice number." I asked for his name and to speak to a supervisor. He refused to do either. I ended up having to hang up and try again, as he refused to identify himself or transfer me.

I called back, tried again for Ryan, but got someone else instead. They said that all they could do was take my name and number, but that somebody would contact me immediately. That was an hour ago.

To date, no one has called to offer to resolve this issue.

Matthew
New Orleans, Louisiana
U.S.A.