As some of you know, my aunt passed away on Saturday. My parents had vacation plans starting on Sunday, and with my cousins' blessings they left for their trip (it was a hard decision for my mom to make). They were going on a bus trip to New Jersey with friends. My parents live in SW PA.
My mom wasn't able to order the flowers for the funeral home before they left, so I told her I would order them online for her. Sunday morning, I ordered the Sympathy Rose Basket from Proflowers.com to be delivered this morning. The basket and flowers were beautiful on their website. I had order flowers from them in the fall when my aunt had surgery and she loved them and said they were beautiful.
My mom called me this evening from the funeral home. My dad rented a car and they drove back for the funeral which is being held tomorrow. She called to tell me the flowers were terrible. The white roses were dry and not opened and some of the tips were brown. I was very disappointed. After I got off the phone with mom, I called Proflowers. The customer service rep (Alicia) I spoke to was genuinely sincere when she apologized for the flowers that were delivered to the funeral home. She asked if I wanted her to send another basket. I asked if I could have a refund, which she processed within 5 minutes, no questions asked. I was very pleased with the service I received from them. She didn't question the appearance of the flowers, didn't ask for proof.
This is a chance you take no matter what site you order flowers from. Even though the product was not acceptable, I will probably order from them again due to this good customer service experience.
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Comments: 41
Glad to hear you got great customer service... I actually have worked for both 1800flowers and Proflowers... Both companies are great... However, I recommend Proflowers over 1800flowers for the way that Proflowers handles their shipping and arrangements...
I didn't order any new flowers. I suggested to my mom that we make a donation to the American Cancer Society in my aunt's name.
Glad the customer service rep believed you and took care of things properly.
Glad to hear that your money was refunded and that you were able to get your problem resolved with them.
I just ordered from Pro Flowers for the first time last week and they haven't arrived yet. I hope they are ok but is good to know they will take care of you if there is a problem.
As for the flowers when preparing for funeral the last thing you want on your mind is if the flowers will be acceptable. I am glad that they showed good customer service. That seems to be a rare thing to come by.
It is nice to know there are still people in this world that are pleasant to deal with, -- this young lady certainly is a big asset to ProFlowers...I hope they are aware of this individual's exceptional attitude!!!
Sorry to hear about your Aunt.
No, I wasn't concerned they would use the same florist. The flowers were shipped UPS so I don't believe they used a florist in the area. The funeral was the next morning, so they wouldn't have been able to get them there in time. I could have had them sent to the house but decided to use the money for a donation in my aunt's name.
Good to know about pro flowers. I send flowers to my mom on occasion and my mom was terribly embarrased after she complained, about a very small skimpy arrangment, that only lasted a couple of days.
The flower shop owner actually came by and apologized.
I usually send the medium and sometimes the large flower arrangement and often they are quite beautiful and since they are not exactly cheap I wasn't happy to hear they were not up to par.
It is refreshing to hear about good customer service for a change...
If I ever have to order for out of state I will try them. thanks!
I am happy to hear you got good customer service! That a good thing!
I am glad you had good service from this company.
I'm sorry for your loss. Customer service is important mainly at times like this after a love one pass away. Good to hear that the customer service dept repected you.
I'm sorry to hear about your aunt too and I don't know how I missed this article before.
You have to wonder how anyone could send bad flowers out the door.