I was trying to have Flowers delivered to my cousin on her birthday on October **, only to find out later when I contacted Pro-Flowers that the item was no longer available. When asked why didn't someone from the company contact me and give me notice so that I could have picked something else* the only response was "We are very sorry". So at that point I needed to try to pick another item* on... ... I ordered flowers for my cousins **th birthday who lives in another state. Pro flowers guaranteed that the flowers would be delivered the same day. ** hours later I contacted Pro flowers to check on the delivery statues. Much to my surprise, I was told that the flowers I had ordered were no longer available. No one from the company bothered to contact me by phone or email. They just took my money. If I would not have called them, I would have assumed that they were delivered. SHAME ON PRO-FLOWERS!! I am very disappointment with the service (or lack of) that I received. When speaking to a representative , they apologized and claim to find a different arrangement to send the next day. This is UNACCEPTABLE AND BAD BUSINESS TO SAY THE LEAST! At the end of each call, I was offered a survey but was disconnected* they happened * times. I googled reviews about the company and was not surprised by the number of dissatisfied customers. I asked to speak to a supervisor and while waiting on the line, I was disconnected. How unprofessional is that?
This was especially frustrating because I could not attend my cousins birthday gathering in person so I decided to make my presence know by sending flowers in my absents. Well because Pro-Flowers failed to contact me about the item no longer stocked, they did nothing. There were many other flower delivery services that I could have chosen however I chose Pro-flower. After my disappointment, I began to look at reviews about this company and realized that they are very poor. Had I read them first, I would not have chosen them. I attempted to do a survey following the calls with them and was not allowed because I am sure that they knew it wasn't going to be a good one. Great Customer Service is key keeping your customers. There is too much competition out there and Pro Flowers needs to do a better job of satisfying their customers. Do not take it for granted that you don't need me and others like me who have not be satisfied with your service. REPUTATION IS EVERYTHING and if you don't think so, keep treating your customers like we don't matter and you will not only 'outsource" your business to save money, you will be OUT OF BUSINESS, BECAUSE IT DOES MATTER WHERE AND WITH WHOM WE SPEND OUR MONEY!!!!
I called to next day to make sure of the delivery. The representative could not tell me what type of an flower arrangement was going to be delivered. So I asked her to connect me to the survey line which is an option at the beginning of all calls. Interesting enough, I was disconnected from the survey line about * times of me trying. That lead me to believe that Pro-Flowers did not want me to participate in doing a survey.
I am a first time customer with Pro-Flowers.I feel like I am a good customer because I try to take my money to other places to give them an opportunity to make an impression with their service. I try not to let reviews turn me away. I believed that Pro Flowers would do what they said they would* update me on the statues of my order and delivery. When I had not heard from them over a ** hr period, I contacted them Instead they should have called me saying "Ms. Moton I apologize however the flower arrangement you ordered is no longer available but we have many more beautiful selections that I am sure will interest you. Can I help you find other flowers that you will be just as satisfied with. That is the difference between ok customer service, good customer service and great customer service. Even after all of that, I asked to speak to a supervisor. The supervisor could not explain why the call to me did not happen. She did offer an apology and either a full refund or a **% discount...
To fix my own problem, I simply contacted the local flower shop near my cousin's home in Texas and placed an order myself. This is what Pro-Flowers does when ordering flowers. So I decided to cut out the "middle man" and order on my own. My cousin received her flowers, she was happy, I was happy. The flowers were fresh, beautifully arranged, cheaper and no delivery fee. I plan to spread the word and make it my mission to put Pro-flowers out of business.