And stil.... no flowers. Terrible experience FTD.
by K S. - Posted Tue May 1, 2012 @ 12:00 PM
I ordered a same day delivery for my sister-in-law in Louisiana between 12-1pm her time today. To figure out what I could send her, I filtered my selections by entering her zip code, and then selecting Same-Day-Service.
Left with limited options, but I was able to find a nice bouquet that the web site suggested. I ordered, paid, and got a confirmation from FTD of my order - it would be delivered today, May 1.
About an hour later I got a phone call from a customer service rep - saying that the florist they contacted could not deliver the item same-day and the delivery would be tomorrow. Although I had selected based on that very criteria, I was kind to the rep and said that a delivery tomorrow would be ok.
A half hour after that call, I got another call from another customer service rep. Beyond being very hard to understand and speaking broken English (come on FTD) - the lady told me that my bouquet couldn't be delivered and I needed to choose another item.
I explained that I didn't know what other items I could choose from - and she said "you need to pick online." So I explained the previous call I got about delayed delivery already, and asked her to tell me what COULD be delivered. She said "you need to pick online by entering the zip code". Getting a little frustrated, I explained that I had just done that very same thing to land on the order she's telling me couldn't be placed. So I asked her if she could use her database to tell me what COULD do it - since FTD.com wasn't up-to-date. She said she needed to call me back.
A half hour later - I got a call back from the same lady. (I appreciated the follow up and was very kind). She went on to tell me that she found another bouquet that she could send and then gave me the name so I could look search for it at FTD.com. It was beautiful and I was very pleased.
Then she said "great. I will update your order. It can arrive on May 8th". Today - is May 1st.
So I was trying to be nice and explain that I ordered something for today, and I had been ok with tomorrow at the latest. Not a week from now. I got silence at the other end of the call. I asked what could be delivered tomorrow. She repeated that it couldn't be delivered until May 8th. Completely unhelpful without explanation.
Finally I asked to speak to a manager. After being put on hold for 10 minutes (awesome FTD, way to treat unhappy customers) - I was given a supervisor named Sherry. She tried to be nice, but only had the background that the customer service rep in her office had given her. So I explained the order and two phone calls that lead me to speaking to her. Then she asked what I had originally ordered (don't you guys have that on file?) . Sherry explained to me that my order had been rejected and that was a difficult zip code to order to. I explained that I appreciated that, but then maybe the web site should tell me that - or either of her reps before me could have given me that context.
She told me then I had to go back to the website and pick something that FTD delivers.
Ok. So when could it be delivered?
Not until May 3.
3 Customer Service Reps. 3 Different delivery dates told to me, after I choose same-day-service online.
I cancelled my order and Sherry's reaction was "ok maam, this makes me very sad - but I will do this for you."
I kindly explained that she was not doing me a favor by cancelling an order- she was merely making right for something that her company has done wrong... so please do not make me feel like I was wrong for cancelling the order they could not fulfill.
She again, said it made her sad. (really?)
(1) Improve your website's zip code listings by keeping up-to-date listings. If things can't be done in that area - don't offer them
(2) Have pro-active customer service people call and offer solutions not just state problems
(3) Ensure your outsourced customer service people can speak enough English to be helpful
(4) Send me and my sister in law free flowers for the inconvenience.