Average flowers, above-average amount of hassle
Written: May 25 '04
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I had been planning to buy flowers for Mother's Day locally. But after reading many glowing reviews on an unrelated internet forum, I decided to give Proflowers.com a try. I was swayed by the reports that roses from Proflowers.com last for several days, even weeks. In fact, their website says they are guaranteed to last at least seven days. It made sense – the flowers are shipped directly from the grower, so why wouldn't they be fresher?
They had several nice selections, including rose bouquets, mixed bouquets, potted plants, wreaths, etc. I placed my order early on Thursday morning. The price was good compared to local prices - $39.98 for one dozen roses and a small box of Ghirardelli chocolates. However, I soon realized that while local prices include a vase, this offer did not. The flowers are shipped in a box, and except for certain special offers, a vase is extra. Ten bucks for a glass vase? But wait; I'm in luck – if I sign up for their e-mail reminder service, I'll get a free vase. Great idea… I could use a reminder of my mother-in-law's birthday. Unfortunately, the form was not functioning properly and it would not accept my information. No free vase for me! Luckily, I decided to check some coupon sites and found a coupon for a free vase.
Standard FedEx delivery was $9.99. Friday was listed as a delivery option for an additional $4.99, so I took it. I assume this extra charge was because it of the Mother's Day holiday, since it does not appear on their website at this (non-holiday) time. Saturday delivery is available for an additional $9.99. You can also specify morning delivery for an additional charge.
I received an e-mail that evening saying that my flowers had been picked up at the grower for shipping and would be delivered on Friday. It also included a FedEx tracking number. However, when I checked the FedEx tracking, it indicated that the flowers were scheduled to be delivered on Saturday, not Friday. I called FedEx to ask about the discrepancy and was assured that "if it’s on the truck, it will be delivered on Friday."
But it wasn't. Friday night, when I finally realized the flowers were not going to be delivered that day, I called FedEx to complain. I was assured they would be delivered Saturday, and that the driver would leave them at the door if no one was at home that day. I was concerned about their freshness after sitting in a hot FedEx truck all day and night, but since the previously-mentioned glowing reviews had said each rose would be in an individual water capsule, I hoped for the best.
I was out of town most of Saturday, and did not have an opportunity to check the FedEx tracking until Saturday evening. Much to my surprise and dismay, I found that the roses still had not been delivered. A phone call to FedEx revealed that the package was listed as "damaged" and was being returned to the shipper. I was furious. The customer service rep said that since the flowers had been sent via FedEx Ground, next-day delivery was impossible. I thought it was strange that when I checked the FedEx tracking, it said they had been sent via FedEx Home delivery, not FedEx Ground (I also thought it was strange that Friday delivery was "impossible" even though they were already on a truck driving around my parents' town, but I digress).
Still fuming, I contacted Proflowers. The customer service rep was polite, apologizing for the situation and explaining that "We've had quite a few problems with FedEx today." When I asked why the flowers were promised for Friday but sent via Ground service, which made Friday delivery impossible, she lost her professional detachment and angrily accused FedEx of lying. "We have an agreement with them," she said, "and they are supposed to deliver those flowers the next day." She then offered to send a new bouquet and to credit my account for the entire cost. Which was really the only thing that would have silenced me at that point.
But I was still dissatisfied with the experience. Who was telling the truth – Proflowers or FedEx? When I ordered the flowers, I hadn't checked for a delivery date guarantee, since there was no disclaimer when I selected the date (as I have seen on other sites) stating that the delivery date was not guaranteed. In other words, when the site said the flowers would be delivered on Friday, no asterisks or fine print in sight, I believed them. Foolish? I didn't think so at the time. The Proflowers FAQ says "For a guaranteed delivery date on plants and wreaths, please select Morning Delivery." Nothing about cut flowers.
The flowers arrived Tuesday as promised. When I saw them that Friday, most of the flowers were still fresh and blooming, but two had not opened all the way and were drooping on their stems.
So, was it worth the trouble? I have to say "no." If the flowers had been truly been outstanding, I would give Proflowers.com one more chance. But I went through an above-average amount of hassle for what turned out to be an average bouquet. I realize FedEx must take some of the blame, but that doesn't make me any more eager to deal with Proflowers again. After all, inserting a separate shipper as a middleman, rather than going through a local florist who uses their own delivery driver, simply adds another layer of complexity and another point where things can go dreadfully wrong.
Recommended:
No
What product did you purchase or try to purchase? One dozen roses
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Epinions.com ID:
tlbwriter
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Member: Tracy
Location: Oklahoma
Reviews written: 76
Trusted by: 22 members
About Me:
Fifteen words? Shopper... user... reviewer... wife... mother... employee... from infertility treatment to cosmetics and toys!
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