the "NEW" FTD??.....

Mikey the Flower Guy

Mikey the Flower Guy

It's a GREAT DAY to live, and love!
Nov 10, 2002
9,206
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Dundas, Ontario, Canada
www.hamiltonflorists.com
State / Prov
Ontario
there has been some positive work within FTD to improve customer service, and an apparently new attitude towards FTD members, and their questions....I am unduly impressed, it's actually been a pleasure dealing with FTD again...anybody "notice"??
 
Mikey the Flower Guy said:
there has been some positive work within FTD to improve customer service, and an apparently new attitude towards FTD members, and their questions....I am unduly impressed, it's actually been a pleasure dealing with FTD again...anybody "notice"??
Click to expand...

Yep...........a REAL PERSON answered the phone instead of the normal message that their menu has recently changed!!!!!
But as far as helpful......NOT!!!
 
I find customer service extremely poor. The reps do not bother to read the order history before sending some insulting comment or try to initiate a price change.The attitude is always the customer is right and the florist wrong. For instance, they accuse you of non delivery when you have already told them address was wrong or person not in hospital under name given,When you call because a payment item is not on your statement,it's a hassle and very time consuming and could be several months before you get that payment. When FTD was member owned, you could always tell the reps they work for you, but that's no longer valid. Then there are the times, your questions sent to them via mercury are never answered.
Sandra
 
Mikey the Flower Guy said:
there has been some positive work within FTD to improve customer service, and an apparently new attitude towards FTD members, and their questions....I am unduly impressed, it's actually been a pleasure dealing with FTD again...anybody "notice"??
Click to expand...

We had a call from FTD.com customer service rep claiming they didn't get item as pictured from 7 days ago.FTD rep claimed there was no second choice. I said order stated second choice was similar flowers in similar container. Rep said colors used didn't go together. I don't think my designer of 20 years would use colors that didn't go together. I asked her if she was a floral designer. She said she gets dressed every day. Then she told me it was small also. I told her it was the vase asked for exactly on order with the same stem count. She hangs up on me sends price change for 9.75 from original 49.99. I sent message back saying I didn't like it to a supervisor. Price and apologies was sent right away. That was an improvement. Use to be you would never hear back from .com
In the past when you call there customer service number the service would be poor. Very bad attitude. Lets see if it gets better.
Teleflora on the other hand has been very good for a while.
 
Mikey the Flower Guy said:
there has been some positive work within FTD to improve customer service, and an apparently new attitude towards FTD members, and their questions....I am unduly impressed, it's actually been a pleasure dealing with FTD again...anybody "notice"??
Click to expand...

... mikey? you referring to
ftdi or ftd.com
 
Well, I've sent three emails since last Nov. stating our intent to drop FTD after this directory is done and no one has bothered to confirm them. I guess I don't qualify for custumer service anymore even though we are still paying the fees every month!
 
sandytf said:
Well, I've sent three emails since last Nov. stating our intent to drop FTD after this directory is done and no one has bothered to confirm them. I guess I don't qualify for custumer service anymore even though we are still paying the fees every month!
Click to expand...
You will need to send certified mail. That way with all the wire services. Of course they should answer email
 
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We were once a TOP MEMBER at FTD and I sat on many advisory boards with Bob Norton and his team. After a few years it became clear that the WALL STREET GUYS AT FTD were out to get OUR business. We quit FTD three years ago and suggest all florists that care about their business and the industry wake up and smell the roses. FTD is nothing like your fathers FTD. The " little man" (mercury as the as he's known at FTD corp. headquarters) will do you in. Its all about THEIR numbers!
 
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David said:
You will need to send certified mail. That way with all the wire services. Of course they should answer email
Click to expand...

The first two emails were asking what I needed to do to start the process. No answers so I called and was told by member services to send an email to [email protected] and that was adequate. I even questioned him and asked if I needed to send something by mail and he said no.
 
sandytf said:
The first two emails were asking what I needed to do to start the process. No answers so I called and was told by member services to send an email to [email protected] and that was adequate. I even questioned him and asked if I needed to send something by mail and he said no.
Click to expand...

yep, they lied to ya.... it's in the "membership rules" that it needs to be a certified (receipt return is best also) letter to headquarters with big letters "ATTN: MEMBER SERVICES
Been there, done it with FTD once and TF (3 times in 35+ years)
 
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Well had big time problem with my computer which has access to network yesterday. I picke dup a virus was not able to access support as computer would not let me access internet so I went to another computer sent a Gen asking for ASAP help and then went back to my computer and tried calling. 35 mins later someone from support picks up the line when I mentioned I had sent a gen he tells me no one looks at those Great. Bottom line could not get virus issue resolved and now I am going to bring my system to a local repair shop.
 
steve said:
35 mins later someone from support picks up the line when I mentioned I had sent a gen he tells me no one looks at those
Click to expand...
I would not say "nobody" looks at them, but...

Having been on the inside in the tech department there for a couple years, I'd agree, they don't do it in a timely manner. 3-4 printers with piles of paper on the floor....
 
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