I wanted to order flowers for a Dearly Loved Aunt who was very unwell in a Sydney Hospital. She had a special wish for carnations and, as I live in Adelaide, the only online retailer that seemed to have them was BLOOMEX. I have placed many online orders for flowers with various retailers and have never been disappointed - this was not to happen on this occasion.
TUESDAY: The wish was urgent so I ordered at @ 8am and paid extra for the same day service. The flowers did not arrive. I called the Sydney telephone number and got someone saying they were too busy to take my call. I emailed BLOOMEX - no reply. That night I had one of the worst online chat experiences I have ever had - I wont go into detail - it was awful. I emailed BLOOMEX again.
WEDNESDAY: I still had no replies to my email so I sent them another and said the matter was urgent as my Aunt was very unwell and I wanted to fulfil this particular wish for her. They finally sent me a tracking # which showed the flowers had been collected for delivery by the courier at 2pm Tuesday. They assured me the flowers would arrive that day and refunded the difference between the same day delivery and standard next day delivery. I thanked them. The Flowers still did not arrive.
WEDNESDAY: I checked the tracking order at 8am - no flower delivery recorded so I emailed BLOOMEX again. No reply. I tried to call their Sydney number - again that rotten recorded "We cannot take your Call" message. So I traced the delivery firm who called the delivery driver. Driver said they had delivered the flowers to the front desk. THEY HADN'T"T. I called the hospital, who were wonderful, they searched high and low for the flowers but could not locate them. I emailed BLOOMEX - this time they came back and said the flowers had been delivered they said they were late because these flowers were not available for same day delivery. I emailed BLOOMEX and said they were available for delivery - according to the tracking advice they had been collected for delivery by the delivery firm at 2.pm on Tuesday - no reply. I avoided the online chat - I really did not want to go there again! I went back to the delivery firm and asked them for more information - the driver had gone home so they said they would check and call me in the morning.
THURSDAY: The delivery firm called and told me the flowers were simply left at an unmanned desk on the 8th floor and described the box the flowers were in. I asked who had signed for them and was told it was their policy to just leave perishables if no-one was there so they had no signature. I called the hospital and was advised they had not received them and the desk was never unmanned. The hospital hunted a second time high and low for the flowers - they knew of my Aunts wish - they were wonderful. I emailed BLOOMEX again and they said they would redeliver the flowers that day and sent me a new tracking #. THE FLOWERS DID NOT ARRIVE. At 5pm That night I emailed them to let them know they had failed to deliver - AGAIN! - No Reply. I called the Telephone number and again got the message saying they could not take my call. By 11pm Thursday night it did not matter anymore - it was too late!
FRIDAY: The hospital called to advise a courier had just dropped in a very battered box of dead carnations. I emailed BLOOMEX to advise I was finished with them and wanted nothing more from them - They did not reply. So I sent every person I knew an email about what had transpired and I also sent a copy to BLOOMEX.
THEY REPLIED TO THAT - they offered me a $50 Store Credit. I sent them a scathing refusal.
I hope you don't have to join our group. Just avoid them and use one of the reputable firms.