As you all know, today is Mother’s Day and last week I decided I wanted to send my mom some flowers. I rarely order her flowers, so I thought it would be something special for her to receive on the day dedicated to wonder mother’s like herself. I decided to go to FTD.com (I’m not linking them) and I actually found a beautiful basket with tulips. My plan was to order them, because mom loves tulips as much as I do. When I went back to the site to actually place my order, they were unavailable. There were plenty of cut tulips, but I knew I didn’t want those, because unless you are putting them in a vase straight from the field, they aren’t going to last long.
To make a very long story short- two hours later, I’d finally chosen the flowers that I wanted for mom. At FTD you have the option of ‘upgrades’ which means you can get the same arrangment but with more flowers for a higher price. I ordered the ‘best’ of the particular arrangement I chose and asked for them to be delivered on Thursday.
First, I’ll say this- the flowers were delivered on Thursday as promised, but when I saw the picture of what mom had been given, I felt like someone punched me in the stomach. Mom said they were pretty, and I know she loved them, but when I asked her why it looked like some of them were old, she said they did appear to be that way, but maybe it was the type of roses they used.
I was NOT happy. First, I am not with my mom on Mother’s Day, which is emotional anyway, but to deliver what I considered to be flowers that weren’t fresh was not acceptable. I called FTD.com, and spoke to a very nice Asian person (FTD apparently outsources their calls to another country so they can pay their employees lower wages) who was more than willing to go out of their way to help me. They called the florist and then asked me to call the florist. I did. By the time I called the florist (whose name I won’t mention, because before this incident I’m assured have had a stellar reputation) they had already spoken to mom and assured her that the flowers were fresh (they’d gotten them in yesterday) and the roses that I thought were old were described to me as antique roses and tend to have that appearance of being brown on the edges. She did offer to replace them, and in the end, I told her that if she assured me they were fresh that it wouldn’t be necessary. She thanked me, and hung up the phone.
By yesterday morning (Saturday) those ‘antique’ roses were obviously just that, because they were dead. The larger roses seemed somewhat ok, but even they had seen better days. Now, I don’t know about you, but if a flower is fresh and is in water and not standing in direct sunlight, plus in a cool environment- there’s no reason under the sun that they should be dead in two days. I asked mom to take another photo and send it to me, and she did.
Again, I called FTD.com and told them that while I didn’t allow the flowers to be replaced because I was assured they were fresh, now after two days they were dead, which told me that they obviously were NOT fresh. The representative offered to replace the flowers and I told them NO. I said that the website guaranted that the flowers would last at least 7 days and since they didn’t even last two, I had no use for them and I wanted a refund. They gladly obliged me and I was promised to have the refund within 5 days. This morning, I noticed my account had already been credited.
I’m not sure what will happen with this situation, but one thing is for sure- that even though they handled it professionally, I’ll never order from them again. There was a HUGE difference in the flowers I ordered and the flowers I received, and I don’t mean freshness wise either. I even suggested to mom that the delivery guy created the arrangement- they were that unprofessional looking.
I applaud your customer service FTD, but your flowers leave something to be desired.