FTD "Quality" program

[Bigted]

Just as I suspected. We now get one to two hits a month from this program. ALL OF THEM FROM FTD.COM, not one from another florist. Sure, 1 or 2 isn't that bad, given the number of incoming orders we have. It just gripes me that we are getting scammed.

Almost always, the problem is that an order comes in for someone in the hospital. Then when we go to deliver it, they have checked out. We contact the sender and try to get a home address or see what arrangements can be made. With other florists, they call the sender and it is all taken care of. Not with dot con. They say non-delivery and we get charged. We are trying to do what is good for the customer and they are standing in the way--and charging us for the pleasure.

 

[Pandalou]

Got nailed on one just like you talked about. Most of the orders I get from FTD.com are rejected, mostly because they are undervalued.
I am getting so tired of all their charges.
Sharon

 

[Flowerchatter03]

We don't have FTD so I am not familiar with their quality program but we do have problems with deliveries to the hospitals from time to time.

We have learned to call the hospital to verify the patient is there AND can receive flowers (not in ICU, etc). That way, if they are discharged we can send an inquiry or if they are in ICU, we can send a note. It would then be up to the sending florist (FTD or whoever) to give further instructions.

It is a huge waste of time if we don't verify. People get the hospital names and address wrong all of the time.

 

[bloomz]

Don't ever reject their orders for whatever reason unless it is within the 2 hour time window - that *should* take care of that. If not - I got a phone number Ted for the person who is supposed to be able to fix this (I imagine you do too)

I still like the program - just today I got a non delivery complaint for an $50 order sent yesterday at noon - called florist who planned to deliver it today - why?

The claim the order came in after they were closed but Mercury (I called) showed it delivered to their machine at 1:03PM, one minute after I sent it.

I asked them to reject cuz by now the customer is cheesed (the customer by the way wanted me to double the price of it and I told her I couldn't)

She can't reject because the computer person won't be in until tomorrow.

So - how do I send a $100 arrangement without being out $50?

Quality Control Delayed Response Program - I'm asking for FTD to intervene for me and get me a reject - I am not going to cancel it, and have already sent a $100 order.

I'm very glad they are paying for it and not me, but I also saved my customer by providing exemplary customer service when another florist skrude up their order.

I think te program rocks, but I don't get ftd.com orders either.

 

[LJVF]

BigTed,

I never REJect the order, if you have a valid reason for non-delivery, FTD.com will CAN the order. The only way you will be charged a fine is if you REJect it.

One thing I have noticed, I am always looking to send my wire outs via FTD instead of TEL now. I have more confidence that the receiving florist will be more on top of things due to the delayed response program. I made the mistake this past Saturday of sending an order out via Dove Friday afternoon for Saturday's delivery. The receiving shop REJected the order at 1pm on Saturday claiming they didn't have the flowers in stock. First off all the order called for was a seasonal mixed arrangement for $60.00. Why the heck would a shop REJect an order the afternoon of delivery with a lame excuse? This wouldn't have happened if I sent it FTD and if it did both my customer and I would have been compensated for the mistake.

 

[BOSS]

This program has brought me to the point of rejecting on sight, if there is one little thing wrong...anything... they dinged me once for $10.00 there will not be another chance!!

No phone number... REJECT... bad address... REJECT.... no room number... REJECT....card spelling.... REJECT...

ESPECIALLY on Dot.coN orders.... tis nice that I am here 2-3 hours before they get to work in Chitown....

Thing is with Da.coN, they NEVER answer ASK messages within the time allowed...NEVER! It's a gimick designed to pad the coffers of the company.<PERIOD!

 

[Louis Taylor]

There are situations that can be an exception. We were charged for rejection after time limit. We rejected because the local funeral home had the cremated ashes but the family was arranging to transport back to the town of the sending florist. Going to take this up with FTD

 

[LJVF]

This program has brought me to the point of rejecting on sight, if there is one little thing wrong...anything... they dinged me once for $10.00 there will not be another chance!!

No phone number... REJECT... bad address... REJECT.... no room number... REJECT....card spelling.... REJECT...

ESPECIALLY on Dot.coN orders.... tis nice that I am here 2-3 hours before they get to work in Chitown....

Thing is with Da.coN, they NEVER answer ASK messages within the time allowed...NEVER! It's a gimick designed to pad the coffers of the company.<PERIOD!

BOSS, you are right on with all of this. I am REJect trigger happy, especially when it comes to .com orders, they are slooooow to ANSwer. That's one of the things that peeves me about this program, they expect us to respond in 2 hours, but at times it takes them weeks to respond to any questions I have for them.

However with Ted's example with delivery problems, it's been my experience that .com is very fair. NEVER REJect an order if you are past the 2 hour time allotment and have a valid reason, let them CANcel it.

 

[Mikey the Flower Guy]

This program is REALLY irritating ME...I called a filling shop this morning in Oregon, letting them know, they got dinged 10 bucks for doing THEIR job correctly....just as they SHOULD be doing!!
Sent an order to them, for a recipient that NO LONGER lives in that town, as has NOT informed the sender...so, shop fills the order, DELIVERS the order, has to wait for someone to acknowledge, that recipient is NO longer at the given address, by the NEW resident, who is now suspicious, and driver returns to shop, and shop rejects order 4 hours after receiving it...I'd say they stood on their heads, and got paid nothing, AND got dinged 10 bucks....
I'm sick of this stupid program...we get IN a ton of orders, and have run into the same issues, BUT, we learned, NEVER to reject, and have NEVER been 'fined".....
You MAY have a little more confidence NOW, but, after reviewing the last member updates, I'd hazard that soon, many MORE areas will be without FTD members for coverage.
We DON'T DO .CON orders, yet, ONCE in a while, they "try" and sneak one past......how do you say "gotcha stupid"......in FTD speak

 

[bloomz]

BUT, we learned, NEVER to reject, and have NEVER been 'fined".....

Remember Mikey and I have a bet going on the first one of us that gets fined.

I do honestly believe tho that if I skrude up (or my employees) I would bite the bullet and send the reject after the time limit.

I like it and should live by the "rules" myself as well if I expect others to do so.

and I do.

It's improved quality of communicatins already - I've seen it and I've seen the numbers drop as to shops getting fined (read as: paying attention to professional order handling)

dotcon is a whole nuther matter and I guess if you want their orders you got to play in their sandbox.

 

[coppercountryflowers]

If you dislike FTD, why do you stay with them???

I got tired of the FTD crap. Dumped them. I get calls every other day begging me to come back... offered 99.99 per month will all costs included... Yeah... I can make money at that rate, but I would have even less hair.... (see photo) I'm not doing it. I'm happy without FTD.

Why, why, why would you stay with a wire service you complain about, dislike, and don't trust. DUMP THEM!!!