Customer Service? On What Planet??

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I ordered the Darling Daisy Bouquet on March 20, for delivery to my mother in another city on March 21, her birthday. She had not received them by 5:00 pm, so I contacted Teleflora to find the whereabouts of the order. They responded with, "Well, the local florist received the order." Any inquiry I had about contacting the "local florist" to confirm delivery that day was answered by that mantra, "The local florist received the order." The flowers never arrived that day. By 9:00 am the next day, I was trying to track down what had happened. Via telephone, I was told I would get a 30% discount for the delay, this was even before the flowers were delivered. Finally at 3:00 pm March 22, my mother called and said, "I received the flowers. How much did you pay for this?" That tipped me off that something was wrong. I described what she should have received and it was nothing like the pictured arrangement I ordered: the container was not what was pictured and the quantity of flowers was about half of what was in the picture of the arrangement I ordered. Of course there was an immediate e-mail from Teleflora, assuring me I would receive a 20% discount for the late delivery. I phoned and e-mailed another complaint. The CSR on the other line seemed like I was interrupting his free time but he did assure me that my mother would at least receive the correct vase. The responding e-mail not only assured me that the arrangement would be corrected but I would also receive 50% for all of my trouble. I assumed that the extra 20% was because I received less flowers than were pictured. Today, I am told that the extra 20% was because the original container is not available in my mother's area. Why didn't they tell me that a week ago, or give me the option to change the arrangement since it was late? Why can't they send my mother the container from a warehouse or florist supplier?

If you have seen this bouquet, it is at least 8 yellow roses, tons of daisies and filler sprays in a ceramic pitcher with a daisy motif.

My mother received 6 yellow roses, 8 daisies, 2 pieces of fern in a glass "ivy bowl" style vase with a few hand-painted flowers and a piece of 1/4 inch ribbon tied on it.

My mother gave me the name, address and phone number of the local florist who made the delivery. She spoke with them about the mistake, nothing was said about not having the correct container, but claimed that the reason less flowers were used was because they "didn't look right" in the vase. Of course not - the vase was one anyone could buy at the local craft shop for less than $1.00.

I do blame them for the late delivery, but I blame Teleflora most for not assuring me, their customer, that I would receive an error-free delivery.

By Giovanna Please Improve

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