Reviews on TF dot com

[Rhonda]

Interesting review

I wonder how long they'll allow people to view these reviews??

 

[anytimeflowers]

Huh, well, they may just not have noticed it yet. The review is dated May 18, sure took them a long time to complain.

 

[bootcampguy]

Huh, well, they may just not have noticed it yet. The review is dated May 18, sure took them a long time to complain.

When I get a "disgruntled or confused" customer from the ws or og, I actually give them a $5 off next purchase if they go and post the review as they told me. The last post from one one my customers only lasted about 6 hours, then it went away......to where I don't know. The worst of it, is no comment or contact from the provider. That fish got away.

 

[Rhonda]

Huh, well, they may just not have noticed it yet. The review is dated May 18, sure took them a long time to complain.

The date is the day the complaint was made, I would assume.
Then again, maybe there is no place for the complaintant to edit their comment??

 

[BOSS]

Interesting too is that the reviewer is a "Certified Buyer"... meaning that their purchase was tracked by Buyer Reviews, and their review is backed up by that company.

Side bar: looking at that design, it looks a bit under priced for the flowers used, especially when you add a chimney and such.

Maybe the "Cheap Flowers" promo got her...

 

[bootcampguy]

Side bar: looking at that design, it looks a bit under priced for the flowers used, especially when you add a chimney and such.

Is it just our store, or do others get "many" complaints that the items don't look like the value?...........I added one up an hour ago and in this store.........it's was $12 below value..................

 

[Rhonda]

Don't they show the Premium design even though listing the standard and deluxe?

 

[BOSS]

Is it just our store, or do others get "many" complaints that the items don't look like the value?

Nope... it's just you.... Of course we "did" have that issue when we filled for over-promisers... mostly non'florist sold items....

And Rhonda, when I went to that image, the "Premium" was the default selection...

 

[lori042499]

Don't they show the Premium design even though listing the standard and deluxe?

Nope that was a popular 800-flowers trick...TF does show all the flkowers to the front which makes the person think it will have equal flowers on the back, but instead they get gaping holes from trying to spread what they see oout over the entir arrangement...

 

[Tuberose]

I looked up 1800Flowers on Facebook after Mother's Day and read page after page of complaints, quite surprising to say the least, guess I haven't looked for a Teleflora page to see if there are complaints there.

 

[NicoleAtTF]

Sorry it took me so long to respond, all. Yes, we know about the 'negative' reviews on the site, as we moderate for language, relevance, etc. as they come in (that's one of my daily tasks, actually). We figured we had to be alright allowing truthful, less than positive (to put it nicely) reviews on the site if we were going to do them at all. So, as a shorter answer, it's going to stay, we'll not delete it once it's been allowed through moderation.

We do have customer service respond to those customers who review within a period short enough after their order to allow us to do any service activities (sometimes they wait too long - like weeks - to write their review and then it's not valuable for the customer, the florist or TF to try and do customer service).

We're actually quite proud of the fact that, in all, our reviews are at about a 4.3 for the site average, which is very high. Kudos to our members and customer service reps for that!

 

[Rhonda]

Nicole, are customers allowed to edit their comments, especially if they are contacted by TF and have resolution to their comments/complaints? Maybe a good idea to ask them (the negative reviews) to re-comment or edit?

 

[BOSS]

(sometimes they wait too long - like weeks - to write their review and then it's not valuable for the customer, the florist or TF to try and do customer service).

Never too late to do "damage control".....

 

[lori042499]

Mark, this is true...if you are the only one involved, not so true if you expect to get something from the other florist involved....I would never even attempt to try to reason with a secondary florist on a wireout if someone complained more than a few days out...I would howeevr explain to my customer what I was willing to do for them in the situationa dn also explain that if it had been sooner a complete exchange would have happened...just so that in the future they would be better on top of things...I would also let the florist on the other end know about the complaint and use that as a guide on whether or not to use them in the future...if they genuinely cared about their performance and bothered at all with the info, I would put them on the caring florist list...If I got indefference and snotty attitude off the list they come...

 

[kt4ye]

Nope that was a popular 800-flowers trick...TF does show all the flkowers to the front which makes the person think it will have equal flowers on the back, but instead they get gaping holes from trying to spread what they see oout over the entir arrangement...

We solved that one a while back. Standing orders that every "all-around" TF arrangement is to be made SINGLE SIDED just as the photo shows. When we did that, the "complaint switch" turned OFF.

I've had numerous conversations with TF reps and management regarding this deceptive practice. They all (eventually) agree that it is wrong, but nobody does anything to change it.

The worst one ever was the lighted artificial Xmas tree. The TF foto showed ALL the lights one one side!

All The best,

Bill

 

[NicoleAtTF]

Nicole, are customers allowed to edit their comments, especially if they are contacted by TF and have resolution to their comments/complaints? Maybe a good idea to ask them (the negative reviews) to re-comment or edit?

That's a great idea, but no, from what I understand, the review is the review. They could write another, if they like, however.

 

[NicoleAtTF]

Never too late to do "damage control".....

Mark, I disagree, mostly because of the perishability of flowers. If someone doesn't complain until 3 weeks after the fact, then they've not provided the company a fair opportunity to fix the issue while the issue remains.

I think of it like complaining at a restaurant that your food was cold after you've eaten the entire dish. I don't know many restaurant managers who'd refund you (or even give a discount) if you've still enjoyed it enough to eat the whole thing...

 

[Doug Munro]

One thing about this board is that it never fails to surprise me when it comes to how quick some people will use any opportunity to WS bash. I myself am not a Teleflora member however please do not read into this as my having anything against them, I am just a "one WS guy".

Although I am not privy to the number of orders that are generated on the Teleflora website I have to suspect that it runs well into the millions per annum. So if that is the case this thread started out based on one problem order amongst millions. Although the intention of the thread appears to be one of making a simple observation it appears that some have already directed the thread in the direction of once again inferring that WS's are dishonest and intentionally misleading the customer.

I on the other hand believe that Teleflora displaying a less than positive customer comment on their website (if intentionally left on) shows that they are in fact trying to act responsibly and above board.

Lets also keep in mind that it was a "retail florist" that actually created and delivered the product, or are we to believe that they are guilt free in relation to the customer comment.

 

[Mikey the Flower Guy]

Mark, I disagree, mostly because of the perishability of flowers. If someone doesn't complain until 3 weeks after the fact, then they've not provided the company a fair opportunity to fix the issue while the issue remains.

I think of it like complaining at a restaurant that your food was cold after you've eaten the entire dish. I don't know many restaurant managers who'd refund you (or even give a discount) if you've still enjoyed it enough to eat the whole thing...

People complain about the stupidest things...never mind the flower biz!...We once ran a very successful Sear catalogue store, along side one of our shops, and the crap complaints we'd get from customers were outrageous!!
Just as an example...one lady brought back ALL her bedsheets & sets for two complete beds, that she "claimed" did not hold up as advertised, after 22 months of use...DEMANDING a complete refund...we had to compromise, and settle on 50% return, BUT, the flower biz is NO MATCH for THAT kind of nonsense, yet, some people continually test the waters.
Oh my gawd...are we gonna make a big issue out of a few orders out of millions??
And there are those that would give you a bad review, even AFTER you'd done all you could to correct the scenario!
There IS a minute segment of the population that is just plain crude and ignorant!

 

[BOSS]

Mark, I disagree, mostly because of the perishability of flowers. If someone doesn't complain until 3 weeks after the fact, then they've not provided the company a fair opportunity to fix the issue while the issue remains.

And I too respectfully disagree... IMO, it's never too late. We offer a 100% Customer Satisfaction Guarantee. Period. Now I may not like having to do whatever it takes to make it right, I do it because that sets me apart from my competition, and gives my customers confidence in my product. Dealing with 1-2 outrageous complaints a year is not worth alienating even one customer. I would not battle it out online, but I would deal with it just the same.

it appears that some have already directed the thread in the direction of once again inferring that WS's are dishonest and intentionally misleading the customer.

Simple answer... they are, no way around it.

And if I'm the one you're referring to, the difference is you're Pro WS, and I'm not... they have become predators on florists and consumers alike.