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

398 total complaints in the last 3 years.
106 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:23/05/2024
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.
I placed an order for a flower delivery with Bloomex for Sunday, May ** to a specific individual at their place of work. Bloomex changed the date to Saturday May **, a date when the the intended recipient was not going to be at the location. Upon repeated calls to Bloomex to cancel the order because the person was not there and Saturday May ** didn't work, they refused to do so and cited their policy which says they have the right to refuse changes to orders at peak times. However, THEY were the ones who changed my order so I do not see how that policy applied. My order was submitted and approved by their end for delivery on Sunday May **. They then changed it to Saturday May ** and cited their policy. It was predatory behaviour to change the delivery yet refuse a refund because they can do that to any order and anyone. In the end, they attempted to deliver the flowers on Saturday May ** and then took the flowers back when the intended recipient was not there. They then delivered the flowers the next week to a random person at the place of work who was not the named recipient in my order and had no way of verifying that the intended recipient received the flowers and marked the delivery as complete.
Business Response
Date: 24/05/2024
Thank you for reaching out. If there was any inconvenience, we sincerely regret it. Due to the large number of Mother's Day orders, Bloomex was forced to reschedule the delivery sooner than they had initially asked in order to guarantee a successful delivery. We never intended to be troublesome. Due to the recipient's refusal and rescheduling, the order was delivered after all albeit with a delay. We want to put things right and give them a full price store credit that they may utilize in the future. If the provided solution does not suit the client, then we can refund the delivery fee. Please let us know.
Regards, Bloomex
Customer Answer
Date: 28/05/2024

Complaint: ********

I am rejecting this response because the recipient did not reject the delivery. The recipient was not there and the delivery was attempted to be made to someone else who did not accept. The delivery was finally made a week later, but again, not to the recipient but someone else entirely and Bloomex left it as a completed delivery without verifying whether the intended recipient that they accepted the order for received the ultimate delivery or not. This was an extremely unpleasant experience for me with repeated efforts to explain that the intended recipient was not available and to request a refund but being refused and forced to pay for something that went to a stranger. I have no intention of ever doing any transaction with Bloomex nor would I ever recommend them to anyone and as such, have no use for store credit. I would like a full refund.

Sincerely,

***** ****
Business Response
Date: 29/05/2024
We're sorry to hear that the services didn't meet the client's expectations. Refunds cannot be issued for orders that have been confirmed, prepared, or dispatched for delivery. However, we would like to propose several alternatives: a gift basket of equivalent value, or a store credit that the client can use at their convenience in the future or store credit on the website + delivery fee refund. Despite our desire to provide a full refund, it's not possible due to our policy. Presently, aside from the aforementioned options, we don't have a direct resolution. If the client decides to proceed with any of these options at a later date, they will remain available. As an additional option, we can offer a full price plus an extra $** in store credit. We hope the above options are satisfactory.
Regards,
Bloomex
Customer Answer
Date: 30/05/2024

Complaint: ********

I am rejecting this response because the order was confirmed based on delivery to a specific individual at a certain date. The order was changed by Bloomex after confrimation and despite repeated attempts to cancel the order well ahead of delivery date and within hours of receiving email of the change of delivery date, Bloomex refused to do so despite having the discretion to issue a refund then. Bloomex then prepared and dispatched delivery to a person who was not the intended recipient and claims to have completed the order and now wants more business from me through store credit after such horrendous customer service? I have no desire to transact with a business with ********* practice of forcing a delivery against someone's wishes and not per the placed order. I want a full refund.

Sincerely,

*******************
Initial Complaint
Date:21/05/2024
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.
This company is a **********. Order was never received. Despite attempting to seek resolution through online and phone the company is not responding. I am hoping to warn BBB so others can avoid being *******.
Business Response
Date: 29/05/2024
We regret to hear that the services didnt meet customer's expectations. As per our records the order was delivered successfully to the provided address. 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. We apologize for any inconvenience caused.  We apologize for any inconvenience caused.
    Thank you,
    Bloomex
Initial Complaint
Date:21/05/2024
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 May **** I placed an order for Bloomex online for my daughters birthday on the 14th of May whom lives out of my city. Order number *******. What was ordered was:Name:**" Mylar Helium Balloon ********* Quantity:* Product Price:$**** Total:$**** Name:White Wine Truffles Card *********** Quantity** Product Price:$***** Total:$***** Name:Sweet Blossoms Collection ** ********* Quantity:1 Product Price:$***** Total:$***** ****************** SKU:********* Quantity:1 Product Price:$***** Total:$***** Unfortunately what was missing was ONE of the bottles of white wine and the Balloon.I had other issues with my order HOWEVER the most concerning was the lacking of product I paid for to be delivered. The flowers were the wrong colour. The one bottle of wine received was red not white. But what again is alarming is I paid for two bottles of ***** wine and a balloon and only one bottle was received. I contacted their customer service chat right away who said they would look into it and get back to me. They never did so I contacted them via phone. The rep on the phone stated he would investigate it and contact me back that night and he never did. I then reach out via email and never heard back. I am contacting the BBB for help in either a refund on the wine and balloon or for it to be delivered as ordered for my daughters birthday.
Business Response
Date: 22/05/2024
We hope this message finds you well. We regret to hear that the services didnt meet customer's expectations.
It has come to our attention that there were some issues with the order placed by one of our clients. We want to assure you that transparency and customer satisfaction are paramount to us. The order in question was substituted according to our policy, however, we understand that this may not have met the expectations of client. We understand that despite our efforts to communicate via email, there may have been an oversight in delivery.
Upon investigating the matter further, we contacted our production team to inquire about the missing products. According to our records, everything was checked and dispatched as per the recipe provided.
To rectify this situation and ensure the utmost satisfaction of our client, we would like to take immediate action. We are committed to sending the missing items promptly. Additionally, as a gesture of goodwill and to express our sincere apologies, we would like to include a complimentary gift with the reshipment.
Please accept our apologies once again for any inconvenience caused.
Thank you for your understanding and cooperation. Should you require any further assistance or have any additional concerns, please do not hesitate to contact us.
Thank you,
Bloomex
Customer Answer
Date: 22/05/2024

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:21/05/2024
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.
Date of transaction: ********** Order: ******** I purchased a flower arrangement and had paid extra for rush shipping so it would arrive that same day (for Mother's Day). Over an hour later, I received an email stating the delivery wouldn't arrive until the next day or the day after. Not satisfied with this, I called Bloomex customer service after receiving the email and requested they cancel the order. The agent logged the request and I was told their manager would process it within ** hours. This indicated that it would be cancelled and I would receive a refund. At this point, I had already ordered a gift elsewhere which would arrive that same day. I also sent an email later that day just to be certain and reiterated I wished to cancel the order. * days later I received an email response stating they had simply put the order on hold and I could either send it at another time or receive a credit. I explained there was no longer a need for the order, that I would not be using their services in the future because I had placed a second order for that same day (to a different recipient) and a) the item sent was substituted and starkly different from what was advertised, and b) what was received was poor quality. At this stage Bloomex has been unable to keep their story straight: first I had been lead to believe there would be a cancellation, then told I could only receive a credit, and now, in another response, was told I could have cancelled but only within an hour of my purchase because the item was already confirmed by the courier and florist and that I would have to keep the original order (this sounds questionable). Note that, as stated previously, it was over an hour after placing my order that I was told they could not deliver the arrangement the same day, yet the expectation is that I must cancel within the hour before knowledge that there would be an issue. This is illogical. I am requesting a refund to my original payment method and the order cancelled.
Business Response
Date: 22/05/2024
We regret to hear that the services didnt meet customer's expectations. The client opted for the "Last Minute Order - Holiday delivery delay accepted" option when placing their order with us. Despite our efforts, there would be a delay in the expected delivery, for which we promptly notified the client via email. Regrettably, upon receiving this notification, the client requested to cancel the order, citing the inconvenience caused by the delay. In response, we immediately honored their request and placed the order on hold. We apologize sincerely for any inconvenience this situation has caused. Customer satisfaction is paramount to us, and we understand the frustration such delays can cause, especially during busy holiday seasons. To address the matter swiftly, we have processed a full refund to the client in accordance with their request.
Should you require any further information or clarification on this matter, please don't hesitate to reach out.
Thank you for your attention to this issue.
Thank you,
Bloomex
Customer Answer
Date: 25/05/2024
Following Bloomex's response I notice that a refund has been sent to my credit card but I'm also seeing a pending charge made that same day for that same amount - I'm not sure why Bloomex sent a charge through that day as well. Can we please keep this complaint open until that pending charge disappears? I'm concerned they made the appearance of providing a refund but have re-charged me for the original purchase to offset the refund.
Customer Answer
Date: 27/05/2024

Complaint: ********

Thank you for your response. I am not rejecting this resolution but I have a further inquiry/concern:
I see the refund has been sent to my credit card (thank you kindly for this swift action) but I also notice there is a pending charge from the **** for that same amount. Is this in error?

Sincerely,

*****************************
Business Response
Date: 29/05/2024
Thank you for reaching out. Let us clarify that the full refund has been processed as per the client's request. Upon reviewing our records, we didn't find any additional charges on the client's bank card. They may want to double-check or contact their bank for further details.
Regards, Bloomex
Customer Answer
Date: 02/06/2024

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:14/05/2024
Type:Billing 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 with Bloomex on May * for flowers to be delivered to my mother on her birthday, May *. The order was shown to be ready later that day, and was sent out for delivery on the date requested. However, the delivery was not made until the day AFTER her birthday. On May * once they had indicated it would not be delivered on time, I sent an email to their ******************************** address found on their site, and received an autoreply that I would be contacted within ** hours. * days later, they had not done so, so I sent another email. They now claimed that there were delays because of Mothers Day, and I would be contacted within ** hours. It has now been * days since I received that second email (and 8 days since the original email), and I still have not been contacted.The amount paid includes a "delivery fee" for $*****, which I am questioning and would like refunded since the delivery that I paid for was not performed in the time specified.
Business Response
Date: 16/05/2024
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 ***************, ******, ****************, *********, *******, ********, ********, ******* and *****************. 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. The order dispatched for delivery via Purolator Couriers with tracking number ************, was successfully delivered on Tue. May *, 202* * **** p.m. An email informing about the delay was sent to *** of May and follow up on *** of May. We have refunded the customer extra delivery fee that was paid for delivery on May ****.

Transaction Adjusted By:

Trans. Id Date Amount Type Transaction Response

******** ********** **************** ***** CAD R Approved

We would also like to issue customer a complementary store credit for future use.
Bloomex Team
Customer Answer
Date: 16/05/2024

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:14/05/2024
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.
This company states that they provide same day delivery - they do not state anywhere on their website nor let you know that via email or telephone that that is wholly dependent on where you ask them to deliver to. They will *** to you to get your money and then delay the delivery. They effectively ruined a Mother's Day delivery. They will **** you - do not order from them.
Business Response
Date: 14/05/2024
We regret to hear that the services didnt meet customer's expectations.
To make things right, we have issued a refund in the amount of $***** to the original form of payment used for the purchase.
Transaction Adjusted By:
Trans. IdDateAmountTypeTransaction Response
****************** ********************* CAD R ApprovedAuthorized
Please note that it may take a few business days for the refund to appear on your account.
Best regards,
Bloomex
Initial Complaint
Date:14/05/2024
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.
I placed an order with this company which I never received. The customer service agent insisted I didn't include the unit number on the delivery address. I can however prove that I did as it's on the conformation email they sent me when I placed the order.
Business Response
Date: 14/05/2024
We regret to hear that the services didnt meet customer's expectations.
We attempted to deliver an order for ************************* at the originally requested address street name :*********************. Turns out the address does not match *********** System and it's incorrect as customer contacted us on May ****** and provided correct address Suie/Apt: *************************************************** Name: ****************. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery for incorrectly filled address. 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.
Bloomex
Customer Answer
Date: 16/05/2024

Complaint: ********

I am rejecting this response because:
The street number as well at the unit number were included in the address I provided.
I also have a photo of the delivery, so the driver obviously had enough information to confidently leave it on the wrong porch.
I will accept no less then a full refund as a resolution for this matter.

Sincerely,

*********************
Business Response
Date: 16/05/2024
We regret to hear that the services didnt meet customer's expectations.
After reviewing our records and the relevant documentation, it appears that cancellation was not an available option for a case our customer had.
We regret to declare that upon delivery on ********** ******** driver wasn't supplied with enough delivery information to succeed delivery to the desired destination. A shipping information wasn't filled in the proper way. 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.
Bloomex
Customer Answer
Date: 16/05/2024

Complaint: ********

I am rejecting this response because:
Unfortunately, I gave the customer service representative a chance to make it right. I was told a credit would be applied to the account for the amount that my order was (roughly $***) I received an email stating a credit of $**... this on top of the fact that she was incredibly **** is the reason I will not be accepting a credit for the resolution of this issue. The delivery driver had all the information needed and confidently dropped my order on the wrong porch. I will accept no less then a full refund as a resolution for this issue
Sincerely,

*********************
Initial Complaint
Date:03/05/2024
Type:Sales and Advertising 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.
On April **, 2024 date of the transaction I placed an Order number ******** to have a bouquet of flowers delivered. Paid extra for delivery to have the flowers delivered the same day.The flowers as described on their website were what I expected. Their substitution policy states that if the flowers as described were not available equal or greater value would be provided instead cheap flowers were included and delivered. Not even **$ worth of flowers, that can easily be purchased at the grocery store for less not for the amount Bloomex is charging.The company offers a picture of the bouquet I was expecting on their website and it is no where what was delivered to the recipient.Bloomex has offered to resend or give a store credit but refuses to refund when I have clearly told them neither am satisfied or I ever plan to buy from them again.Their website is providing false advertising because the bouquet delivered is not what is being advertised as shown in pictures attached. For off season, I understand not all flowers are available but the delivery item is definitely not worth the advertised price of $***** for the dragonfly + $**** vase for subtotal of $***** plus $***** delivery tax $***** The vase wasn't even full of anything that was advertised, just random flowers to make the delivery.
Customer Answer
Date: 03/05/2024
From the above screenshots I spent over an hour with the representative on the chat and then he just disappeared with no further response as can be seen on the screenshots above.
Business Response
Date: 07/05/2024
We regret to hear that the services didn't 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 sent with substitution. Due to our order volume fluctuation, we reserve the right to substitute with similar products 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: 07/05/2024

Complaint: ********

I am rejecting this response because:
I read the response from Bloomex and that is a copy paste from what I have heard from every representative at Bloomex that I have spoken to at this company and what is posted on their website.
Unfortunately, Bloomex can say what they want about substituting the flowers what was delivered was nowhere near what was posted, even if the colours were substituted the quantity of flowers was not a full bouquet as that which was posted online.
I have lost my money - Bloomex I will never spend more money with you and let others know not to bother as well.
For A Canadian based company I tried to support - Im extremely disappointed and you have lost my business!

Sincerely,

*********************
Customer Answer
Date: 07/05/2024
Im disappointed in the resolution as well.
Once posted, please send me link to posting as I will be using it in my circle.
Once this has been closed, does anything prevent me to taking this to the media?

Thank you for your help on this matter.
Initial Complaint
Date:17/04/2024
Type:Customer Service 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.
I have been email and calling Bloomex since April **. I placed an order to be delivered March ****. On April ** I received an email from ***** saying I had to pickup a package. They said the flowers I ordered were too expensive for them to deliver. And that it was out of there area. I called Bloomex and put in a complaint they were supposed to contact me. All I received for contact was an email saying updated. Every time I call they tell me I will be contacted and nothing happens. It has been over a month and I was told they will te-send the flowers but they will not refund the money. This was for a funeral and it has now been over a month. I am again waiting for a call but its looking like they just ***** my money. I do not know who else I can contact to get the money back as it has already been a month.
Business Response
Date: 22/04/2024
We regret to hear that the services didnt meet customer's expectations.
To make things right, we have issued a refund in the amount of $***** to the original form of payment used for the purchase.
Transaction Adjusted By:
Trans. IdDateAmountTypeTransaction Response
****************** ********************* *** * ****************** Please note that it may take a few business days for the refund to appear on your account.
Best regards,
Bloomex
Initial Complaint
Date:11/04/2024
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.
I placed an order fro same day delivery on the morning of April ****, 2024. Their website clearly advertises same day delivery for orders placed before 1pm. I selected delivery for April ****, and my receipt said delivery would be between *am, and *pm. At ****pm, the order had not been delivered. I contacted their customer service, and was told that the order would be delivered by *pm. At *pm, the order had not been delivered. At ****pm, I once again contacted their customer service. The agent confirmed that the order had not been delivered. He asked if it could be delivered the next day. I said no, if it had not been delivered that day, I wanted to cancel the order. (it was a birthday gift, and was no use to me the next day). He confirmed that it would be cancelled, and that I would receive an email receipt of the refund. I have screenshots of this conversation. I did not receive an email, and the next morning, I received a call from my mother that the flowers had been delivered. I had already cancelled the order. I contacted to Bloomex to confirm I would still receive a refund, as I did not give permission for the order to be delivered the next day - it was prepared and delivered AFTER my order was cancelled. They say because it was delivered they will not give me e refund. I have asked several times now to speak to a manager or be given contact information for a complaint department, and they are simply ignoring me. It is not acceptable for a company to simply decide to deliver an order that was already cancelled, and then charge me for it. I am seeking any assistance you can provide. Order #********. Amount: $*****. I tried to include the conversation in screenshots as best I could, I have more if you need them, but didn't want to attach too many.
Business Response
Date: 15/04/2024
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 ***************, ******, ******* ********* ********** *******, ********, ********, ******* *** ******* ********** Overnight courier (next business day) will be used for delivery outside of these areas. Customer's order was fulfilled to the value of the price paid with the local partner. 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: 17/04/2024
Complaint: ********
I reject this response because it fails to acknowledge that the company had already cancelled my order on April ****, the day before my order was prepared and delivered. I have this confirmed in writing, as attached. A company cannot simply decide to prepare and deliver an order that has already been cancelled, and then decide not to provide a refund.
In response to their claim that their 1-day delivery did not apply because the address is on the outskirts of the **** this has several holes.
1. I entered my address when ordering. My delivery date was stated as April ****. This is in writing, on my receipt.
2. When I spoke with customer service at *pm April **th, they assured me my order would be delivered by 9pm that evening. If it were being couriered overnight, they would not have said that.
3. If they outsourced my order to a local partner, it makes the missed delivery date more unclear. They stated both that it was overnight courier and that they ordered through a local company.
4. It is clear that the bouquet received was not specifically prepared for my order. It was not the same product I ordered (it came in a vase, which was not a part of the package I purchased). The flowers were partly dying, and in old, yellowing water, showing that they were not freshly prepared as the company claims. My complaint is not based on quality as I am owed a refund based solely on the reasons above, but this nonetheless indicates that they are not being truthful.
Lastly, the balloon I paid for in my order was never delivered. I informed the company of this, and they have not replied, nor provided a refund for it.
I was provided misinformation, from the delivery date on my receipt, to the confirmation on April 10th that my order would be delivered within the hour, to the confirmation of my cancellation later that night, and beyond. Consumers are protected from this by the Consumer Protection Act.
Sincerely,
***********************************

Business Response
Date: 18/04/2024
We regret to hear that the services didnt meet customer's expectations.
We take complaints seriously and strive to provide clear resolutions for all orders. It seems there was a misunderstanding regarding the details of *************************************** case. On April ****, an order was placed for a non-local area, leading it to follow local florist procedures. Our records show that ******************************* phone number *************) was not in service on the day of delivery, resulting in the order being dispatched on April ****, 2024.
Despite the outcome, we'd like to offer a replacement order at no charge. Alternatively, we can send a gift basket of equal value or issue a store credit for future use. We apologize for any inconvenience caused.
Bloomex
Customer Answer
Date: 21/04/2024

Complaint: ********

I am rejecting this response because:
Firstly, it STILL does not acknowledge that I paid for an item in my order that was NEVER DELIVERED. I am owed a refund for it.
Secondly, it still does not acknowledge that they cancelled my order on April ****. I spoke with customer service, and they accepted my cancellation. Once again, you cannot just decide to deliver an order anyway thats already been cancelled.
These facts override any other information. However, I will respond to this most recent claim that they make anyway.
1. Even if it is true that they could not reach my mother by phone, I dont see how this is relevant. A phone call to her was clearly not required for delivery. If it were, how were they able to deliver it the next day? Why would this result in it being delivered April **th instead of April **th? And why was this never mentioned before now?
2. They have * phone numbers on the account. If they were unable to reach my mother or the number was out of order, they have my phone number, and should have called me, the person who paid for and placed the order, to inform me of the issue. They did not.
3. When I spoke with customer service the evening of April **th, they made no mention of any attempted phone call to my mother. They did not tell me the order would be delayed to the next day. They ASKED if they could deliver it the next day because of the lack of delivery, and I said no. They accepted that response and cancelled my order.
Whatever their delivery or refund policies may be, I highly doubt they state that they are justified in delivering an order the day after its already been cancelled, and then refusing to honor the accepted cancellation.

Sincerely,

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

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