Denese J. Sanders sent a message to James McCann - CEO, 1-800-FLOWERS - Email Address that said:
Denese J. Sanders
274 Hana Road, Edison, NJ 08901
Denesesan@aol.com
________________________________________________________________________________
Friday, February 17, 2017
James F. McCann, Executive Chairman
Christopher McCann, Chief Executive Officer
One Old Country Road
Suite 500
Carle Place, NY 11514
Re: Undelivered flowers for - Ms. Tyiece Mowatt, 42 Kingston Run, North Brunswick, NJ 08902
Dear Mr. James and Christopher McCann:
I resort to writing this letter to you since I was unable to secure a resolution to my lack of e-mail confirmation, non-delivery of flowers and a charge placed on my credit card. I telephoned 1-800 flowers on Tuesday, February 14, 2017 at approximately 9:15 a.m. The receptionist/specialist took my order # 152 069 558 and suggested a birthday floral arrangement code # 145673 in the total amount of $74.87 would be delivered by 8:00 p.m. I would also be sent an e-mail confirming my order within two hours. I used the online system to track my order but the system could not locate my product. The following chart outlines the steps I took to resolve my concern:
Date Approximate
Time Floral Specialist Request Outcome
2/14/17 5:39 p.m. Glexzy I requested an e-mail confirmation of my order and was assured the email would be in my inbox within the hour and the birthday flowers would be delivered by 8:00 p.m. My email address was corrected as a dot had been placed after my name incorrectly and the recipients information was reviewed prior to close of conversation.
2/15/17 8:55 a.m. -
9:30 a.m. Lynn
Kates, Management Team I asked Lynn about the delivery and she stated the flowers had reached the recipient at 5:45 p.m. on the 14th. I asked for an email confirmation of same since checking my email and spam no floral messages were received. I asked Lynn to send the email since I was seated at my computer but she said she could not since e e-mails were handled by another department. I requested to speak with her supervisor who could possible connect me with the department that would forward the email. Kates, the supervisor would not come to speak with me even though I had called previously but she sent Lynn back with the same message twice. Finally, on my third insistence, Kates spoke to me and indicated that she could not put me through to the e-mail department but within two hours I would have an email confirmation. I asked for the name of the president of the company to which she replied, “Bill McCann” and that she could not provide me with an address for the company over the telephone. Subsequently, no e-mail was forth coming.
2/15/17 12:16 p.m. Geremae No flowers were delivered nor did I have a single e-mail. Geremae stated the flowers were delivered by the driver, Joe #020. I informed her that the flowers were not delivered to the correct person since the recipient checked her patio area as I asked of her. Geremae let me know another set of flowers would be delivered and no charges would be applied to my card. I could also anticipate a coupon savings of 20% on my next order (this of course is the normal e-mail I receive since I am in the system. Thus did not reflect a compensation)
2/16/17 There was not a single e-mail confirmation, no flowers were delivered to the recipient and my credit card had a charge for the $74.87.
I have enjoyed the service this company has provided in the past but this current situation has been very frustrating and time consuming to say the least. Hopefully, you can resolve this for future customers who should not have to experience this level of frustration and lack of integrity for simple request.
Sincerely,
Denese J. Sanders
Denese J. Sanders
C: Bibi Brown, Vice-President of Customer Services
