Business Profile

Retail Florist

Bloomex

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Florist.

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Bloomex's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

391 total complaints in the last 3 years.
97 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/12/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 1/22, I ordered the 'Citrus Sunkissed' flower arrangement from Bloomex, for a friend of mine that had just had surgery. Four of my friends also went in on the purchase. What I ordered, and what was delivered on Dec. 2nd, was two totally different things! When I sent Bloomex a pic, they told me the florist was out of stock and made an arrangement with what they had. I told them that they should have called me to tell me that they did not have all of the flowers, and I would have chosen something else, or told them to wait until they did get more of a flower selection in. My friends and I spent $100 on this arrangement, and ultimately, I could have just gone to the local grocery store and bought a bouquet - it would have been better! On the first day of my complaint, Bloomex offered a $20 onsite credit, which I said was not acceptable, and that I wanted at least $65 back. They told me that wouldn't happen, because I had confirmed the purchase and they had shipped it out. I told them, I can understand if there is a little bit of change to an arrangement, due to a florist not having all of the flowers in, but the arrangement that was delivered was terrible. Today, they told me that they would give me back an on-site $10 credit, and basically shut down any further conversation on the matter! My friends and I are embarrassed about what was actually delivered and think that Bloomex should refund our money in full. I am attaching a copy of the full bill - with actual description of what we purchased, along with the pic of what we thought we were getting, and then a pic of what was delivered.
Business Response
Date: 12/12/2022
We regret to hear that the services didnt meet customer's expectations.
We are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. As per the photo received we would like to confirm the order was send with substitution. Due to our order volume fluctuation, we reserve the right to substitute with similar product of equal or greater value. The following rules for substitution will apply:
Flowers: In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value.
As customer's satisfaction is our top priority, we would like to offer a replacement order free of charge. Alternatively, we could send a gift basket of equal value or issue a store credit that the customer can use at any time in the future.
We apologize for any inconvenience caused.
Thank you, Bloomex
Customer Answer
Date: 12/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.
I would like to have a full credit applied to my account.

Sincerely,

*****************************
Initial Complaint
Date:06/12/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an online order on December 3 for same day flower delivery in *******, **. The Bloomex website indicates same day flower delivery is available to this location. I was emailed on December 5 indicating that they cannot deliver flowers to *******, as it takes 2 days (!) for a delivery vehicle to travel there. I was offered the option of a gift basket, to be delivered on the following Wednesday. As my loved one would no longer be in hospital by Wednesday, I declined, and requested a refund.They responded the next day to say that their "policy" is to only honour cancellations made 1 hour after ordering, and that I would not be getting a refund. They did not respond to my queries about why they were advertising same day flower delivery when they couldn't fulfill that claim.Their refund policy can be found here: https://bloomex.ca/order-and-return-policy/It states: Changes and updates that are requested after this one (1) hour period are not guaranteed.Their policy seems to allow for discretion. Given they were unable to fulfill my order (and advertised that they could) it seems as though they can refund my money but are unwilling to do so.I made the order based on their website claims that they provided same day flower delivery to this location. While I appreciate their offer of a gift basket, that did not meet my needs and, given they falsely advertised a service which lead to my purchase, they should use their policy discretion and refund my money.Order: ******** Amount: $89.54
Business Response
Date: 07/12/2022
We regret to hear that the services didnt meet customer's expectations. ?The order was not sent on time due to a technical glitch in our system.
As customer's satisfaction is our top priority, we will issue a full refund back to the original payment method used. Please allow up to 5 business days for the refund to show ** in customer's account.? Thank you, **********************
Customer Answer
Date: 07/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:17/11/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov. 16, 2022, I purchased a balloon bouquet and snapdragon flowers for my husband's birthday. Spending $64.35, that included an express delivery service fee of $18.98 to ensure that delivery of items would occur on November 17th, 2022 by 12 noon. At 12:05pm I reached out to Bloomex to inquire as to where the delivery was, explaining that after 1:30pm my husband would not be home to receive delivery. Representative said they would look into this. At 1:30pm, I received an email from Bloomex stating that the order was delivered. As this delivery was to come to our home address and I work from home. I was surprised to learn this. I came downstairs and inquired with my husband if he received anything and he advised me that he had not. I reached out to Bloomex stating that we did not receive the delivery she stated that the items was signed by a name that i did not recognize. I explained to her that whoever was in receipt of this delivery was not at this address and i did not recognize the name. That it was just myself, my husband and the dog here and we are all at home and from my home office i have a clear view of the road and there were no deliveries. She indicated that she would look into this. It is now 5:30pm and i have not heard back. I was offered a store credit which i admit I scoffed at, indicating do you really think i will do business with Bloomex again.Please resolve this situation.
Business Response
Date: 21/11/2022
We regret to hear that the services didnt meet customer's expectations. ?The order was not sent on time due to a technical glitch in our system.
As customer's satisfaction is our top priority, we will issue a full refund back to the original payment method used. Please allow up to 5 business days for the refund to show ** in customer's account.? Thank you, Bloomex
Customer Answer
Date: 21/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************
Initial Complaint
Date:14/11/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordering a gift for my friend across country I ordered around 12 pm and had no update there would be any issue the the next day delivery. They confirmed the order. The next morning at 4:50 am they called me and sent an email saying they only looked at my order now and they missed the cut off time for delivery. They refused to use the local florist as they were too cheap to pay the price difference . When I called for a refund they refused. I didnt want my friend to receive flowers the day after her birthday. They assured me she would receive an upgrade and I would get a 15 credit on account. I told my friend i was sorry but her flowers would come the next day. Today (the day after) her birthday she received the flowers with the upgrade... They were wilted and broke and the balloon was half inflated. When I called for a refund they said it was not possible as she got her flowers. Dead flowers a day late with no promised upgrade or credit on account. Once again no one cared and just said well she got flowers and I'll see if you can get you credit... I never got my initial 15 but why would I ever want to use this company again.
Customer Answer
Date: 14/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
To whomever it may concern the company Bloomex has returned to me with a reasonable resolution.

Complaint #******** can be closed.

Sincerely,

*****************************
Initial Complaint
Date:03/11/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Never have I pre ordered a bouquet or gift basket and had such a terrible experience. I ordered for a special occasion and they never showed up. Wasnt notified of the delay, I had to call to ask where they were. I was assured they were on route. Hours later I call again. Theres a delay until next day. Not acceptable. This was for my grandmothers 90th birthday and now shes sat all day thinking none of her family thought of her because we were all anxiously awaiting her beautiful gift to arrive. The only solution they offered me was to give me a store credit for the delivery fee. Unbelievable. No one tried to call ***** to see whats going on. And no one would speak to me from management team. No one would refund me. I would not recommend using this service if your trying to make someones special day.
Business Response
Date: 07/11/2022
We regret to hear that the services didnt meet customer's expectations.
The area where the order has to be delivered is outside of local delivery areas. Our production facilities provide Same Day delivery to ********************************************, Greater
Montreal, Cambridge, *******, ********, ********, Halifax and Greater Vancouver. Overnight courier (next business day) will be used for delivery outside of these areas. Saturday and Monday delivery is only available within Same Day
delivery zones.

Order was sent out with a ***** courier, tracking number ************. Unfortunately, there was a one day delay and order was
delivered on Thursday, 2022-11-03 by a courier. According to our policy, Bloomex is not responsible for delays caused by third party couriers such as *********, *****, *****, and ****** ****.

We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. However, we would like to offer a replacement order free of charge. Alternatively, we could send a gift basket of equal value or issue a store credit that the customer can use at any time in the future. ?We apologize for any inconvenience caused.
Thank you, Bloomex
Customer Answer
Date: 07/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not what they should be doing, but after reading many other poor reviews of having the exact same thing happen to many other people, I realize this is all these cheapskates will do. I will accept the store credit and donate it to my local dog rescues charity auction that is running this month.

Sincerely,

*********************
Initial Complaint
Date:02/11/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a flower arrangement to be sent using Bloomex online. The order was for a family member that had lost her spouse. The order was placed on October 29 to be sent on Oct 31. The order was not sent on the date requested and was only delivered on November 2. The order was delivered to the recipient with the vase broken. When I called to get my order refunded, the person who answered asked me to send photos. I did not want to bother a grieving family about this, but he insisted. I then tried to follow up using the chat option. I explained the issue, the chat person immediately said they couldn't issue a refund and would need to follow up with a manager. They then disappeared, to be replaced with another individual who did not reply to me at all. Then they suddenly ended the chat (the chat says I stepped away from the computer, I did not). I will continue to pursue a refund, as this is completely unacceptable for this situation.
Business Response
Date: 04/11/2022
We regret to hear that the services didnt meet customer's expectations.
The address provided for delivery is not in one of our local delivery areas. Our production facilities provide Same Day delivery to ***************, ******, Greater Montreal, Cambridge, *******, ********, ********, Halifax and Greater Vancouver. Overnight courier (next business day) will be used for delivery outside of these areas.

Order was sent out with a ********* courier, tracking number ************. Unfortunately, there was a one day delay and order was delivered on Wednesday, Nov. 2, 2022 by a courier. According to our policy, Bloomex is not responsible for delays caused by third party couriers such as ***************** *****, and ****** ****.

As per customer's claim about the vase arrived broken -- customer was requested to send photos to the email address to assist. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. As customer's satisfaction is our top priority, we can issue a refund for the damaged vase back to the original payment method used. Alternatevely we can issue a store credit on a customer's account with us.
Thank you, Bloomex
Customer Answer
Date: 06/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The individual I spoke to on the phone originally did not give me the email address I was to send the photos to, and so I was unable to do so. I did try contacting them using an email address I found on their website and I have still received no reply as of this moment. The individuals I spoke to via chat disappeared, and I also did not receive any instructions on how to send the photos.
I am willing to accept the business' offer, if it is a reasonable amount for a refund for the vase.

Sincerely,

***************************
Initial Complaint
Date:01/11/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov 1, I received an email from Bloomex confirming that they've sent bad flowers to a friend as they were celebrating a special occasion. "We are sorry to hear of your dissatisfaction with what was received. Upon having reviewed the pictures sent to us we are able to determine that the arrangement you received was in accordance with our policy. We noticed a few damaged stems on your bouquet and we do want to come to a suitable solution and we would like to express apologies for the obvious stress caused and issue you an in-store credit for the inconvenience caused. We want to keep your valuable business and we appreciate your understanding."After speaking with the client service associate, I was advised there is not much they can only issue an in-store credit for $20. My question is, why would you send bad flowers in the first place and if you did, please try to make it right and not offer $20 for in-store credit. Why is there an expectation that I will shop with Bloomex again and get bad service. The Service Associate was not that helpful and it has left a bad taste for sure.
Business Response
Date: 04/11/2022
We regret to hear that the services didnt meet customer's expectations.
We take quality issues very seriously and seek to provide fresh and beautiful flowers at all times and for all orders.
The initial complaint received stated bad quality of flowers and our customer service agent requested customer to send us photos to the email address.
We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. As customer's satisfaction is our top priority, we would like to offer a replacement order free of charge. Alternatively, we could send a gift basket of equal value or issue a store credit that the customer can use at any time in the future.
We apologize for any inconvenience caused.
Thank you, Bloomex
Customer Answer
Date: 04/11/2022

Better Business Bureau:
A store credit is fine. Thank you.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:25/10/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We ordered a bouquet/wicker basket of flowers, card with balloons for my moms 80th birthday.a cheap glass vase with flowers,The wrong card and no balloons showed up. this was just left on her door step in cold weather.After contacting the company I was questioned as to why I'm complaining, they said my mother got flowers whats the problem. they don't seem to be willing to fix the issue. they don't seem to care.I didn't get what was ordered, not even close. If they didn't have what we ordered it should have been cancelled.
Business Response
Date: 27/10/2022
We regret to hear that the services didnt meet customer's expectations.
We are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. As per the photo received we confirmed the order was sent with substitution. Due to our order volume fluctuation, we reserve the right to substitute with similar product of equal or greater value. The following rules for substitution will apply:
Flowers: In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value.
As customer's satisfaction is our top priority, we would like to offer a replacement order free of charge. Alternatively, we could send a gift basket of equal value or issue a store credit that the customer can use at any time in the future.
We apologize for any inconvenience caused.
Thank you, Bloomex
Initial Complaint
Date:24/10/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hijacked my ****** search as I was looking for a local Florist. Used a local phone number. Called themselves a ficticious name. Was contacted at 3pm to confirm the orer - it was amended at 5pm to a delevery four days later ."We were unable to use our local partner to deliver your order to this location. The address provided for delivery is not in one of our local delivery areas. We deliver there overnight with the couriers from Tuesday to Friday. While we do have partnered florists that fill our orders, their prices are much higher than ours and they do not carry our specials. DO NOT DEAL WITH THIS COMPANY
Business Response
Date: 26/10/2022
We regret to hear that the services didnt meet customer's expectations.
The area the order has to be delivered is outside of local delivery areas. Our production facilities provide Same Day delivery to ***************, ******, Greater Montreal, Cambridge, *******, ********, ********, Halifax and Greater Vancouver. Overnight courier is to be used for delivery outside of these areas. Saturday and Monday delivery is only available within Same Day delivery zones.
The order has been delivered on the first available date on Tue. Oct. 25, 2022 via Purolator Couriers, tracking number is 333788010655. As per the courier, order has been delivered on October 25th.

As customer's satisfaction is our top priority, we have issued a full delivery fee refund back to the original payment method used. Please allow up to 5 business days for the refund to show up in customer's account.

*********** ******** *** ****** ** **** ****** **** *********** ******** ******** ********** **************** ***** *** * *********
Regards,

Bloomex
Customer Answer
Date: 26/10/2022

Complaint: ********

I am rejecting this response because: *********** Hi-jacks the community name (in this case ******) on ******** provides a fake phone number that rings into their main line so you think you are dealing with a local *** style Florist. It is deceptive. I will not deal with again. The delivery was three days late and the fee was refunded. But there was tons of back and forth **** other complaints, and no one to refer the issue to in real time.

Sincerely,

*************************
Initial Complaint
Date:14/10/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order and called to cancel the same day. Refused to cancel, refused to put me through to a manager. Said will contact the warehouse and someone will get back to me.
Business Response
Date: 19/10/2022
We regret to hear that the customer faced troubles and frustration with the recent ordering experience. The request to stop and to cancel an order was received same day customer made an order. As customer's satisfaction is our top priority, we have issued a full refund 5 hours after following the request as soon as we discovered that our customer declining to accept the help from our Customer Support Team in finding a suitable resolution with the case appeared.

Transaction Adjusted By: Trans. Id Date Amount Type Transaction Response ******** 2022-10-14 16:05:48.4190153 ***** CAD R Approved

We would like to highlight that according to our policy any request is taking 24 hours to process an action.

We apologize for any inconvenience caused.
Thank you, Bloomex
Customer Answer
Date: 19/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************

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Bloomex is NOT a BBB Accredited Business.