Bloomex Complaint

Terrible Customer Service - Potted Orchid

koetke's Picture Reviewed by koetke
Complaint 		 0

I ordered an Orchid Plant to be delivered to friend of mine who had just returned home after burying her mother. The orchid was delivered on the date requested, however it was delivered in sorry condition. It was boxed but laying on it's side & quite disheveled. Several petals were bent.Instead of real "dirt soil " it looks like bark mulch with the spidery roots exposed completely. I contacted customer service and they requested I take a picture of the product to prove the condition (they stated their customer service is to require this before they will investigate the claim). I stated that was not possible as my friend lives a 13hr. drive away, and considering what she's been through, the last thing she needs it to have to start taking photos to prove that the product THEY delivered in poor condition is indeed in poor condition. The last e-mail in which I insisted they deliver a new orchid and determine upon pick-up if the story of its condition is correct has been ignored since this morning. Their policy (if that is indeed their policy) is customer hostile- as in - The end-receiver has to prove to them that the condition of the flowers was poor before they will do anything about. How embarrassing as a giver to have this sort of product delivered.

I WILL NOT ORDR FROM THEM AGAIN.

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BloomexPR says: (12 months ago)
 0
Dear Mrs. Koetke,

We are terribly sorry about your experience with our company. We have looked into your file, and a Customer Service Manager will contact you to issue a re-send of your orchid. Generally our policies are to receive a picture of our damaged product so that we may take the appropriate steps to ensure this doesn't happen in the future. We use the pictures to hold those responsible for the delivery of your present accountable. We sincerely apologize that the Customer Service agent tht handled your case was new, and did not handle your situation accordingly. Please accept our sincerest apologies for your troubles. Our goal is to constantly strive to provide the best products and services, we take this feedback seriously, and thank you for your patience and understanding. We hope the resent orchid will regain your trust in our company.

Thank you,

Bloomex Management
wecare@bloomex.ca
http://bloomexpress.ca




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