1-800-flowers customer rant
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lori042499
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- May 3, 2006
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As should all members of any WS. Why join if you don't want to do a good job on them...Crazy people imho...Just don't get that way of doing business...I actually worked for someone that would do this on weddings, she would promise this and that and then just do what she wanted, can't tell you how many unhappy bride's she had...oh well to each his own...
lori042499
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Ok, so now that someone pointed out that I read the blog wrong...I am really confused as to what this girls complaint was...I do understand that she got a McStupid on the phone to take her order with the in Symphony remark, but the florist delivered when any other florist would have delivered, on Monday for the viewing..I get orders all the time that instruc me to deliver to a FH when they want it there, but when I check the hours and when the FD wants it there, I go by what he wants not by what the sending florist and their customer wants, if we did this we would have complaints that the flowers either missed the viewing or were dead for the viewing, either one very bad...
I do not think either girl should have gotten anything back for money, but they should have been explained that the florist delivers to the home at the time of the viewing to ensure that the flowers are fresh and beautiful...But this would be a CS thing and we know that all the bb/og/ws companies are lacking in knowledgable CS agents....
I do not think either girl should have gotten anything back for money, but they should have been explained that the florist delivers to the home at the time of the viewing to ensure that the flowers are fresh and beautiful...But this would be a CS thing and we know that all the bb/og/ws companies are lacking in knowledgable CS agents....
Her *very legitimate (IMO)* complaint is:
- she had a clueless customer service rep
- despite repeating the name of the decease and receiving an email with the correct name, the confirmation (an apparently the delivered design) had the wrong name on it.
- every florist here knows FH delivery timelines can change, but customers don't. She requested delivery on Sunday. Had you or I received the order, we would have counciled her to send Monday so the easel would be fresh for Tuesday's service. We would have notified her if visitation was taking place on Monday only. BUT, since there's no experienced florist taking the order, or having the ability to follow up and communicate direct with the customer, she felt they did not serve her well by delivering the flowers a day later than requested.
This was her first purchase and it was an important, emotional order.
Complaints are often cumulative - get a poor CSR and she would probably would have let it go. Add in the name error and changed delivery date with no notification and now she absolutely distrusts them.
Can you blame her?
- she had a clueless customer service rep
- despite repeating the name of the decease and receiving an email with the correct name, the confirmation (an apparently the delivered design) had the wrong name on it.
- every florist here knows FH delivery timelines can change, but customers don't. She requested delivery on Sunday. Had you or I received the order, we would have counciled her to send Monday so the easel would be fresh for Tuesday's service. We would have notified her if visitation was taking place on Monday only. BUT, since there's no experienced florist taking the order, or having the ability to follow up and communicate direct with the customer, she felt they did not serve her well by delivering the flowers a day later than requested.
This was her first purchase and it was an important, emotional order.
Complaints are often cumulative - get a poor CSR and she would probably would have let it go. Add in the name error and changed delivery date with no notification and now she absolutely distrusts them.
Can you blame her?
lori042499
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So the complaint was a pure 800 CS inadequacy complain not a florist that did the job complaint...
I don't blame her for not liking how the order was taken or how she did not get all the correct information and it is unfortunate that she chose to deal with a dolt at 800 to begin with. I would have disconnected the call as soon as I had to repeat myself the 2nd time(I do this frequently when I call out my own orders and make notes in my computer not to use this florist because a dolt answers the phone). As I said in my first post on this subject, I do not understand how 800-flowers has gotte to be so popular with the CS issues that they have. If you were buying something for the first time, would you have trusted that person to take your information??
What I hope is that the florist who filled the order did not suffer because of 800's CS inadequacy. I hope that 800 took the full hit on both orders instead of passing it on the the florist who did the job for them. We all know that CS in the big corporations (ie Target, Walmart, 800-flowers, etc) have gone down or better yet non-existant, do regular non-business owning people not realize that this is happening? Do people really live in such a bubble that they think that the convenience charges that they pay are ever going to add up to the amount of CS you get at a local store(to buy anything not just flowers)? Do they even think about this at all or just go on buying things from people who could care less and not question it???
carol
New Member
I think the reason people use 800flowrs is the convenience factor. It is easy to remember the phone # it is easy to just do it.. sometimes florists get too involved.. people, especially during the day at work, need to do this task quickly and get off the phone so no one at work knows what they are doing. The CS people at these call centers have a quick script that directs the caller and gets the order done quickly.. If the caller wants more detail than they are supposed to switch to a different script.
As florists we need to smarten up.. if the caller sounds like they are in a hurry... then direct the call, offer only 1-2 choices get the info and let the customer hang up & get back to work.
And we need to make it more convenient to call us than them
As florists we need to smarten up.. if the caller sounds like they are in a hurry... then direct the call, offer only 1-2 choices get the info and let the customer hang up & get back to work.
And we need to make it more convenient to call us than them
David
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master J
Well-Known Member
It may be convenient for them to take your order and your money but when they cannot get anyone to fill the crapola order, its not so convenient when you have to call them back to complain and get your money back and then have to go ahead and re-send it again to a real florist! I get at least 1 disatified 1-800 customr a day, people are getting smarter in my opinion, I am hearing their bad experiences first hand and they are so happy to use a real florist after their bad experience with 1-800:bangles:
Chezbloom
Well-Known Member
I agree 100% with David, its the massive adverts, and discounts (not really discounts IMO) Have you ever actually called 1-800 to order? The first thing they want is your CC info. Real warm and friendly. NOT. I went to a seminar with Tim Huckabee and he called 1-800 fl during the seminar and put them on speaker phone, first thing they asked was for your cc # and then the rep mispronounced almost all the flower names and basically sounded rather clueless. I sort of felt sorry for her. Tim was using this example to show how Not to take an order and how to upsell as well.
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