FTD Quality Insurance or WHAT???

[coppercountryflowers]

We sent a Mercury Direct order for a $50 blooming plant for a funeral and the receiving florist sent a vase of 5 roses and daisies to the home instead. Understandably my customer is not happy. She wants her money back. The filling florist never returns my call nor answers the message we sent through the Mercury. FTD informed us that the "'quality insurance" that we pay each month is only for FTD.COM orders, not orders sent florist to florist through the Mercury. She said FTD doesn't charge us to use their system to send orders to another florist, so she can't help us. Has anyone else run into this? We're refunding the customer's money, but can't help but feel that the filling florist and FTD should be paying it! :bouncy:

 

[RWK]

Just another sign that the FTD we have today is NOT the FTD of ages past.

 

[CHR]

FTD informed us that the "'quality insurance" that we pay each month is only for FTD.COM orders, not orders sent florist to florist through the Mercury. She said FTD doesn't charge us to use their system to send orders to another florist, so she can't help us.

You might want to try again with FTD - in writing via email. It seems one of the very few reasons left to be a member is their clearinghouse services.

Let us know if they still balk.

They're collecting about $4.5M annually for 'quality assurance'. Surely they could use just of bit of those funds to actually assure some quality.

 

[Joe Mioux]

FTD informed us that the "'quality insurance" that we pay each month is only for FTD.COM orders, not orders sent florist to florist through the Mercury. She said FTD doesn't charge us to use their system to send orders to another florist, so she can't help us.

HUH? What is wrong with these two sentences?

So, does this mean that, Quality Assurance is a fee charged to its members so FTD.com doesn't have to refund the money FTD collected from the original order when problems arise??????

And..... What did she mean by saying FTD doesn't charge you for your use of their system when you send a Merc order? If FTD isn't charging member shops a fee for the use of their system, then what are those Mercury charges on the statement each month?

 

[JCT]

Call or e-mail your rep. Call and e-mail the regional rep as well. Tell them you want your 'quality assurance' charges refunded for the past 3 months. Also tell them that you want a letter written from FTD to your customer explaining what happened, also including a gift certificate for the next time they purchase flowers.
I seem to have had my share of these issues this year, so can speak from experience. Each time this has happened I get at least one months 'qa' refunded and they do write letters of apology.
Your customer needs to know that even if the system is broken, you are able to fix it for them.

 

[CHR]

I wouldn't let FTD write an apology letter. It's just one more name and address to add to their FTD.com marketing list. Next comes the 15% coupon or 'free vase' offer and then your customer just might become FTD's customer.

 

[Tracy D'Amico]

BS. Quality assurance is just that, the assurance that they are partnering with quality businesses. Call again, and ask for a supervisor. Be polite and persistant. Mediation is part of the services that WS provides - make them live up to their end.

Also, send a CAN on the order if it was transmitted electronically.

good luck,
tracy

 

[JCT]

I wouldn't let FTD write an apology letter. It's just one more name and address to add to their FTD.com marketing list. Next comes the 15% coupon or 'free vase' offer and then your customer just might become FTD's customer.

That's true Cathy, but then they might become someone else's customer as well if I don't take care of them. I've found that this has worked well for me. So far, they've brought their gift certificates back in to my shop for redemption, then FTD reimburses me. In their mind it's still FTD that's screwed up, not Jenny. They'll keep coming back to Jenny because she made the situation right.

 

[genie]

complain,complain, complain. Talk to your FTD rep. I always get my problems solved to my satisfaction. Don't just take one person's word for it. Go to the top if you have to.'
Just keep it up, they will come around

 

[avenuegardensflorist]

this is sad...


ftd seems to be getting more arrogant towards the retail florist as time goes by

they are like this because we let them be


what a load of c r a p they are giving us these days

i do believe their future association w/ the retail florist is limited and they read the writing on the wall

 

[Joe Mioux]

this is sad...


ftd seems to be getting more arrogant towards the retail florist as time goes by

they are like this because we let them be


what a load of c r a p they are giving us these days

i do believe their future association w/ the retail florist is limited and they read the writing on the wall

I have said this more than once....

If you really want to get a feel for FTD's presence and reputation amongst flower shops, just ask your sales reps who sell you baskets, ribbon, ceramics, glass, etc. They know more than anyone (they just maynot know how much they know) the feeling's florists have towards this OG.

joe

 

[goldfish]

complain,complain, complain....

I don't have that kind of energy. Genie, how about starting a new business: complainer to hire? At least there's a huge market for that kind of service. Whenever I have some issues with FTD or Verizon or whatever, I just give you a call. You then "complain, complain, complain..." until they beg you to stop. Then I pay for your "service."

 

[Mikey the Flower Guy]

FTD informed us that the "'quality insurance" that we pay each month is only for FTD.COM orders, not orders sent florist to florist through the Mercury. :bouncy:

that's a load of bullcarp......get on their arses, start with the rep, move to the VP, then head to the top.....that's just nuts!!
AND, we need to know the result!! IF you are reporting this correctly it's.....
ALARM BELLS TIME!!