FTD Delayed Response??

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prestonway

prestonway

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Dec 20, 2002
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Had an order to Round Rock TX today.

Shop puts the order "on ice" for two hours & four minutes, and then Forwards to a shop with codified minimums WAY below the money we had to give.

Shop "B" sends price change request.

Called Member Services for resolution.

Any guesses what came out of it??
 
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prestonway said:
Had an order to Round Rock TX today.

Shop puts the order "on ice" for two hours & four minutes, and then Forwards to a shop with codified minimums WAY below the money we had to give.

Shop "B" sends price change request.

Called Member Services for resolution.

Any guesses what came out of it??
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You either had to accept the price change or CAN the order and send to a different florist. Which action you took depends if this was for same day delivery or not and also how late in the day this transpired.
 
I got one today rejected after same day cutoff time - it had been forwarded to a non preferred shop in Texas who sat on it for 6 hours before calling us to tell us they couldn't do it til tomorrow - this is after a price change from same shop.

Almost lost a customer - but the program saved this one for me.

Score one for the program.
 
12:15 AM last night. Another shop, when they opened, forwarded it to them.

Then they sat on it all day before deciding they couldn't do it today at 4PM their time.

Anyone wish to make excuses for this?

I mean, it could have been a flood or a plague of locusts I guess.
 
prestonway said:
Had an order to Round Rock TX today.

Shop puts the order "on ice" for two hours & four minutes, and then Forwards to a shop with codified minimums WAY below the money we had to give.

Shop "B" sends price change request.

Called Member Services for resolution.

Any guesses what came out of it??
Click to expand...

Actually VERY PLEASED on our end.

Shop A (the put "on ice") shop gets an adjustment of $15.00 on their next statement. Should have just rejected, don't ya' think?

Shop B who actually filled the order after receiving it at 2:30 their time, gets the full $65.00 they requested, through a price change.

I am very happy that the order got filled in a timely fashion, and without it costing us or the customer any extra money.

...and most importantly, the customer got same delivery, without ever realizing the "hoops" we had to go through on their behalf.

Gotta love it!
 
OK - how did they get the $15 figure?

That isn't mentioned in the program description unless its a Canuckian thang.


And I'm just guessing you're sleeping just fine too.
 
Just as I suspected, at least some of the non-deliveries of orders through FTD.com are not being offered refunds and full replacements:

FTD.com complaint from July 20

Third, I asked to be refunded the order for ALL of this inconveniences, the being lied to several times, for not providing customer service, for not receiving the item in which I paid WEEKS in advanced and to send out a complimentary bouquet. The supervisor said that she cannot refund me. I then asked for her to send out an upgraded version of the bouquet. What horrible customer service your company provides.

Fourth, the bouquet I received the next day was a small little incredibly ugly vase of just carnations. No, roses, no lilies?OT what I ordered. This is supposed to be the upgraded bouquet that FTD.COM had promised me.
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Now if this doesn't scream 'delayed response profit center', what does?
 
CHR said:
Just as I suspected, at least some of the non-deliveries of orders through FTD.com are not being offered refunds and full replacements:

FTD.com complaint from July 20

Now if this doesn't scream 'delayed response profit center', what does?
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Why are you being so critical of FTD? They work hard for their customers and their florists. The only problem they have is a small handful of florists who don't know how to fill FTD.com orders. I think I heard they only have problems with about 13,000 florists. Once they get that under control, everything will be great.
 
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Mikey the Flower Guy said:
are ya sure Frank??:bouncy:
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Sorry for taking so long to get back to you Mikey. Just came back from a fantabulous four days in beautiful Corvallis/Albany, Oregon with Jon & Twila & families!!!!!

Yup Mikey, 'tis true based on last month's statement...had one in each country.

inferno63 said:
Is this true?
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For you inferno...yup it's true...it's for the U.S. only.
('cause I know you're only looking for info & not wanting to stir any pots...or are ya'?????)
 
prestonway said:
Sorry for taking so long to get back to you Mikey. Just came back from a fantabulous four days in beautiful Corvallis/Albany, Oregon with Jon & Twila & families!!!!!

Yup Mikey, 'tis true based on last month's statement...had one in each country.



For you inferno...yup it's true...it's for the U.S. only.
('cause I know you're only looking for info & not wanting to stir any pots...or are ya'?????)
Click to expand...

Now Preston.....you know me, I am an information gatherer only. I would never think to use this information to drive home any points that WS is driven by greed and therefore out to bend over real florists. Where do you come up with such stuff? :bow_flowe
 
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