I offered to help my brother so I ordered flowers via the phone for delivery for his wife. I told the order taker MULTIPLE TIMES that I did not want the recipient to see or know I was involved w/ the order. The flowers were to be from my brother, “Dan”. I was assured that my name would not be visible to the receipient. I told the order taker the card should read, “LOVE, DAN”, and I spelled it multiple times!!!!
The flowers were delivered with a card signed “Love, Sarah instead, which was WRONG and caused all kinds of problems.
I called to complain – after 30 minutes listening to music, I was offered a 20% discount on future orders! I said I wanted a full refund. The flowers were sent with the wrong name AFTER I stressed how important it was that the card was from Dan, not me.
My call was sent to a “higher level” – I spoke to an arrogant, rude man named “Robert in the Executive Response Team”. He told me “cards are always signed w/ the payee’s name – no exceptions”. I explained I might be able to accept this if I had not made such a big point of confirming w/ the order taker that I needed the card to have my brother’s name, NOT MINE on it. We discussed it multiple time, and the order taker confirmed that the card would be signed w/ my brother’s name.
Robert rudely stated that the order taker “probably didn’t even know that the system automatically puts the payee’s name on the delivery card”, and “we will send out a memo out reminding everyone how the system works”.
JEESH – how is giving false confirmation to a customer acceptable because the order taker is trained?????
I told him I didn’t get what I ordered, in fact the recipient was so mad that the order came from me instead of from Dan, that she threw the flowers out.
Robert basically told me “too bad” – you should have logged into the system and looked at your order details to confirm you order (I wasn’t advised to do that by the order taker). The only E-Mail I rec’d read: “
Your order was successfully delivered!
confirms delivery on 09-04-2014 at 00:00 AM ,Order left with Intended Recipient,SHELLY”
How am I suppose to confirm an order that has already been delivered????
I am so frustrated and angry – the delivery caused probems for my family, and I was treated rudely – What a horrible experince!!