William Boucek sent a message to James McCann - CEO, 1-800-FLOWERS - Email Address that said:
Mr. McCann,
First of all I would like to inform you that on a normal basis I have used your service and they have always been prompt and courteous. Unfortunately on 3/7/17 I once again relied on 1800Flowers to deliver the great service I have always been accustomed to and was let down tremendously. I logged onto your site through Plenti, since I am a recent Plenti rewards member, and was excited to see that the florist of my choice to deliver flowers to my wife was a participant of this great program at 6 a.m. that morning. After finishing my purchase I noticed on my print out that somehow I had selected next day service on my order of flowers to be delivered to my wife for her birthday the same day. I immediately contacted the customer service line and was helped by a very pleasant member of your customer service staff. I wish I could remember her name but I am sure that somewhere in your records it was recorded/documented. She assured me that my order was fixed to be delivered the same day (3/7/17) to my wifes place of work to surprise her for her birthday. I received a email informing me of the change and that I need not worry they had it under control. I responded to the email to show my appreciate and hope to give the customer service person some recognition. I am a leader in my industry and understand the power of recognition for a job well done. Hours later I checked on the site to see the adjusted time and use the tracker hoping that my order had been on its way to put a smile on my wifes face for her birthday. There was no change on the site so I responded to the email once again. I was replied by another customer service team member of yours that my order is definitive to be delivered that day and your florist is working hard putting the arrangement together and site would be updated to reflect the time it left the florist I checked back several more times throughout the day and continued multiple contacts via email to your customer service team and each time I got the same reply from a different person. Then it came close to the end of the workday for my wife and around 4:45 p.m. I called your customer service line and spoke to a representative who did his best to help me. I at this point in the day am boiling mad that I havent heard from my wife about her flowers that I had been looking forward to all day. Your representative after speaking with me about my situation offered to call the local florist to see about my order. He called me back after about 15 minutes to inform me that he was glad to hear that the florist owned the mistake and was sorry that they did not get the communication of the date change on the order and my wife got nothing for her birthday. As you could put yourself in my shoes you would have been as livid as I was, Your companies lack of follow through ruined my birthday gift and surprise to my wife and your representative was happy that it wasnt the fault of 1800Flowers but of the local florist and he would be happy to send the flowers the next day at 50% off. I told him i appreciate the discount but today is my wifes birthday not tomorrow and that you might as well cancel my order. He then put me on hold for whatever reason and came back to tell me that he was able to cancel my order and give me a $20 pass on a future order. I am no genius but he just gave me less that what he offered me for the 50% discount which in turn I take as an insult on my intelligence. This isnt about money at all.....i wouldnt have accepted the offer even if it was free, its about the principle that now I get to go home to my wife empty handed or with a handful of flowers from the grocery store now being 5 p.m. It was about my wife having felt special on her birthday with flowers delivered to her at work so her fellow coworkers could make her feel even more special seeing them delivered, which is all the magic of paying the already outrageous price of floral delivery. Then I sent a reply to the email that was sent to me for confirmation of my canceled order and the $20 pass for hopes of redeeming your companies reputation that I would not need the coupon for I will no longer use your service. Within a few minutes I got another reply from another one of your loyalty specialists saying the same thing. Again I responded and asked them not to respond back to me that I would be seeking communication to a higher level in your company. Then they replied again and at the top of my google mail was a warning from google informing me this exact statement Be careful with this message. It contains content thats typically used to steal personal information. No this really set me off and I have copies of all the email communication from that day including the warning I received from google about the mail that was sent to me by your company which I would be more than happy to share with you. I have spent almost 30 years in my industry in the people business and am appalled at how I was treated and now afraid that my contact information has been stolen or taken via your business. I am looking forward to further communication with you and thought that you would like to know what is going on within your company. I know at your level you do not get many opportunities to know all that is going on and hopefully will appreciate this bit of information prior to me sharing it with others.
Sincerely,
William Boucek
