Dear Jim, 1800 Flowers sucks

Posted on May 15th, 2011

Mr. James F. McCann

CEO
1-800-Flowers.com, Inc.
One Old Country Road
Carle Place, New York 11514

Dear Mr. McCann

You know, I feel like I should call you Jim. After all, I have developed many close relationships with your company in the past two weeks. And I must say, your customer service representatives are incredibly polite, even in the face of a woman who is completely and totally pissed off at every single one of them.

Let me explain, Jim.

You see, I am a long time customer of your company. I like your company. Heck, I saw you on Undercover Boss and I even like you. You know, until two weeks ago. Now I hate you and your company with the fire of a thousand suns. Or maybe two thousand. Frankly, I really, really think you guys suck.

Two weeks ago, I ordered arrangements for my mother, my grandmother and my mother-in-law for Mothers’ Day 2011. Now I’ll be honest here, Jim. Ordering flowers is pretty much a no brainer for Mothers’ Day. Truthfully it’s kind of a cop out. And yet, it’s probably a very busy day for you, if not your busiest, so I’m not alone in my “I don’t know what to buy Mom, so I’ll get her flowers” solution.

The good news is my grandmother and my mother in law got their arrangements and they loved them. Loved. Loved. Loved them. Sadly, my mother received nothing. Needless to say, she didn’t love, love, love that.

So I called. And I tweeted. And I got very prompt responses and many, many apologies. And I got a promise that my mother’s flowers would be delivered on Tuesday, May 10, 2011.  And then I got a call from customer service. Apparently, I had ordered 2-dozen roses with a vase to be delivered, but that wasn’t available. So your rep was willing to send 1 dozen roses without a vase.

Really, Jim? Do I have to tell you how uncool that was? Very uncool, Jim. Very, very uncool. After a brief discussion, where I may have raised my voice to a level my husband calls “glass shattering,” your rep agreed to send out 2 dozen roses with a vase. Good call on his part.

So Tuesday May 10, 2011 came. And Tuesday May 10, 2011 went. And sadly, not a flower was sent. <===== See that, Jim? That’s an attempt to show you that although I hate your company beyond words, I still have retained my sense of humor.  I just want you to know that because usually I’m a nice, funny person.

On Thursday, May 12, 2011 my mom told me that she hasn’t received flowers. My mom is sad, Jim. Her oldest daughter sent her nothing. Nothing. On Mothers’ Day. Can you imagine that, Jim? She gave birth to me. She didn’t kill me when I was a teenager and I’m positive, Jim, that she was sorely tempted to shoot me and hide my body in the backyard. Those were not good times for us, Jim. And yet this woman, who should be considered for sainthood got nothing on her special day. So I called again. And I tweeted again. And I got many apologies.

But this time something very cool happened. I was offered an upgrade on my mother’s bouquet. For free! Free! It was like heaven. And the best part? It would all be delivered on Friday, May 13, 2011.

So Friday, May 13, 2011 came. And Friday May 13, 2011 went. And sadly, not a flower was sent.

So on Saturday, when my mom told me she didn’t get any flowers, I called again. And do you know what happened, Jim? The customer service rep told me that I couldn’t speak to a supervisor because the supervisor was busy. So he offered to put me on hold for an undetermined length of time. Really? Really? So I requested a call back.

So I gave my phone number. And an hour came. And an hour went. And sadly, no call back was sent.

So here we stand, Jim. My mother has no flowers. I have given the woman who gave me life absolutely nothing for Mothers’ Day.  Frankly, Jim, I feel horrible about that. But you know what, there is a bright side, Jim.

Because next year, I’m using ProFlowers.

P.S. Guess what, Jim? I called again and spoke to Ted Ireland, #2026. And guess what else? He yelled at me, then hung up on me. Oh, Jim, these are glorious days, aren’t they? Your customer service reps just rock. You should be proud. <======= That’s sarcasm, Jim. Just in case you were wondering.

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10 Responses to “Dear Jim, 1800 Flowers sucks”

  1. Tammy Says:

    Wow….I hope he sees this :D

  2. Jennifer Says:

    You go girl! I love this and the fact that you did it in such a classy way! I sure hope you sent Jim a link to this blog or a copy of that letter. Very impressive. Please keep us updated and let us know if he gets back to you!

  3. Marion Says:

    Yes, please let us know if they get back to you and fix it. If not then I’m glad I’ve never used them and will make sure I don’t.

  4. Laurie Says:

    LOL. I sent a copy to him. I probably don’t have a hope in hell he will see it, but honestly? I could forgive once. I could even forgive twice. But when we’re on the fourth time to try to deliver…it’s a bit much.

  5. Nicole Says:

    oh wow, I am NEVER giving him my business! I want my mother to get her flowers! Did you at least get your money back?

  6. Laurie Says:

    Sadly enough, I didn’t get my money back, despite many promises that I would. However, it’s Tuesday, so I’m crossing my fingers, hoping Mom finally gets a delivery today :)

  7. Manic Motherhood » Blog Archive » 1-800-Flowers update Says:

    [...] up for the fiasco that occurred when you didn’t send my mother her Mother’s Day flowers the first time. Or the second time. Or even the third [...]

  8. Guy Says:

    Hmm, wish my story was as colorful but alas it wasn’t. Yet, it is similar. I am a deployed soldier and I have had a grand experience when sending flowers to my woman who waits for me back home. I sent anniversary flowers to her and when they didn’t arrive I had to contact them. They basically said, sorry we goofed up. I never got the same customer service rep twice in a row.

    I truly appreciate your story as a wronged customer myself.

    Here is their final answer to my request for a refund.

    “Dear Guy,

    Thank you for contacting us.

    We apologize that the order was not delivered as requested. Our standard of service is much higher than what we have displayed on this occasion. We take great pride in ensuring all orders are delivered in a timely manner, unfortunately this time we failed. Please accept our deepest apologies for any inconvenience that may have been caused by this.

    If you have any other questions or concerns, please do not hesitate to contact us at the address listed below.

    Sincerely,

    Edgar Paz
    Sales and Service Specialist
    custservice@1800flowers.com

    This is after days of my asking over and over for a refund. Great job, Jim!

    BTW, that was sarcasm too, Jim.

  9. Laurie Says:

    Hi Guy, that completely sucks. I’m convinced they never give refunds. And they still email me to “remind” me of birthdays.

    I’m not paid to endorse or anything, but I’ve been using Proflowers ever since. They manage to find my parents’ home in the Middle of Nowhere, Texas, so I think they can find anything :)

    Thank you so much for protecting our country. I hope you have a happy holiday. I’m sure it sucks being away from family (my nephew is currently deployed as well). But I really want you to know that my family and I thank you from the bottom of our hearts. What you do for us cannot be measured.

  10. Laurie Says:

    This is a response from Guy, who asked me to post it since internet service where he is deployed isn’t reliable.

    Wow, where can I start. Maybe with a note of appreciation. It matters to me that you and millions of others are thankful that I am here doing what you want me to do, protect our freedom and our American way of life.

    I would also like to mention that I have one event happen to me with these people at 1-800 Flowers. I don’t know what the magic word was that I may have used in my writings but here is the way things worked out for me.

    I first found your blog and posted here what you see above your last post. I then found another blog to post to called pissedconsumer.com

    After I posted there I was surprised to get a post from someone called, Tina Flowers. She asked me to contact her with my order number etc and she would try to resolve the issue. Ms. “Flowers” then took my information, canceled the order and refunded me the full price of my order even though my woman received the flowers a day late. Mind you that I ordered 20 days in advance and they failed to provide the service I paid them for. Yesterday the credit showed up in my bank account as she promised.

    She says that she has also sent a complimentary bouquet of flowers to my woman as an apology.

    This representative may be a lone crusader in their company but I am sure if half of their reps followed this person’s lead they would have an excellent customer service department.

    Thank you for your forum where I could vent and a happy holidays to everyone.

    Guy

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