ComplaintsforBloomex

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. Purchase date: Oct. *, 2024 2. Purchase amount: $***** 3. The business committted to provide me with a) ** long stem Calla Lillies b) * x free gourment gift box c) * sympathy card. (Flower delivery to best friend whose mom just died.)4. They sent completely different cheaper flowers and no gift box. . 5. I uploaded an attachment. The reviews show they are doing this habitually to customers. 6. Customers order based on pictures of bouquets, but the bouquets or flowers look nothing like the ad pictures, or the flowers are dead upon arrival, or both.

  Business response

  07/10/2024

  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 response

  09/10/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  20/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to place an order for flowers for my ******* birthday, was prompted to create an account, and then proceeded to enter my information and billing information before entering the delivery details. When I attempted to enter the address I was unable to complete the order, I had then given up and closed out of the website. I had never confirmed a delivery address. I was then charged on my credit card for the order prior to entering delivery information. When I called they offered a store credit despite not confirming the order! I had to call back twice and still did not confirmation if the refund was approved.

  Business response

  23/09/2024

  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
  ****************** ********************* *** * ApprovedAuthorized
  Please note that it may take a few business days for the refund to appear on your account.
  Best regards,
  Bloomex

• Initial Complaint

  16/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered flowers to be delivered to my Mom for Mothers Day. I paid extra to have them actually delivered the Friday before (so two days before Mothers Day). I figured if they were busy on Mothers Day at least she would have them. They were not delivered on the Friday despite the tracking information saying they were out for delivery. I called the following day to get an update and was told by a sleepy sounding agent they would be prioritized and delivered that day, which was Saturday. They were not delivered and when I called on Sunday which was now Mothers Day, I was told the same thing. However they were not delivered even then. On Monday morning I called again first thing and I asked to cancel the order. I understood at this point that the flowers had been sitting in the back of a delivery truck for * days and I was certain they were not going to be in very good condition. I told him very clearly not to deliver these flowers. The agent I spoke with said he would cancel the order, the flowers would not be delivered, and I would get a refund. I was fine with that and appreciated that I was going to get my money back. * hours later I get a call from my mom to say the flowers had been delivered, despite me specifically asking for them not to be. They were wilted, dying and delivered in a box even though I paid extra for a vase. Ridiculous. I emailed back and forth with the company trying to get my money back and they eventually stopped responding and of course never refunded my money. I have ordered from this company several times and they have never delivered the flowers on the day I have selected and paid for but this was really bad. In my opinion this is completely unethical and I am disgusted with the way this situation was handled.

  Business response

  16/09/2024

  We regret to hear that the services didnt meet customer's expectations.
  On *** of May, 2024 we sent an email about the delivery being delayed. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. We would like to provide a delivery fee refund for the inconveniences caused to a customer. As stated in our policy presented on the website, we are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. Customer's order was with Purolator Couriers, tracking ************ and was delayed for four days in transit due to the holiday rush.
  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 response

  17/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I feel this unsatisfactory. I was told by one of their employees I would get a refund. It is unacceptable to be told I would get a refund and then told oh wait- never mind. I understand they have their policies but this was an exceptional circumstance. Unless the policy is also to charge customers for services they cannot deliver, as not only were the flowers in the back of a truck for * days, delivered * days late, we never received the vase that was paid for. And then I was lied to about receiving a refund. So if I am forced to make an exception for this ridiculous service, Bloomex can make an exception on their policy too. What good is replacement order now? In terms of a credit, the only way I would consider shopping here again is if I get a refund on this order. So if that is not an option I definitely do not want a credit.  
  
  Sincerely,
  
  ***************************

  Business response

  18/09/2024

  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 are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. Bloomex is not responsible for delays happening with third party couriers in transit, however Bloomex would like to step towards the customer's satisfaction and keep an offer of a replacement order free of charge, or a gift basket of equal value, or issue a full price store credit that the customer can use at any time in the future.
  We apologize for any inconvenience caused.
  Bloomex

  Customer response

  18/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:  

  This is not an acceptable offer. I paid Bloomex to deliver these flowers. Therefore Bloomex certainly should be responsible for the courier they hire. That is beyond the scope of the consumer to worry about and I know plenty of companies that do take full responsibility for this and will reimburse in an acceptable way. The issue of the vase I paid for and did not receive has not been addressed here either. The lack of decent customer service is ************.  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  17/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order over the phone to this company on July ****  They did not deliver on the scheduled day,- July ****. I received a message from them that the address I had given was incorrect. I advised it was correct, they said they would try again the next day, thereby missing my mother's **** birthday. The next day they still had not delivered, they advised me that they went to the address and the recipient did not live there.I went on to their website and the address was correct, so I didnt understand why they said my mother didnt live there. I called again on Monday to find that the delivery is under investigation!!!! I have placed over ** calls to the company with no resolution or call back from mgt.I asked to speak to a manager on Saturday and I was told I a manager would call me on Monday, ( which has not happened yet and its Wednesday).Then I received an email on the morning of July ****  ( provided as an attachment) that they were sorry they didnt deliver.

  Business response

  19/07/2024

  We regret to hear that the services didnt meet customer's expectations.
  Our florist in ******, NS attempted the delivery of an order for ********************;at the originally requested address *******************************************************************************, florist had to return the package back as we were informed that ********************* is not to be found at the requested 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. 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 response

  23/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The delivery was never attempted at ************************************************************************** stated in my letter BLOOMEX kept attempting delivery at another campus of the retirement home -*********** which is located at ***************. BLOOMEX customer service advised me that they tried to deliver to this address over and over , I called over ** times asking them to remove the name ***********, I did not give them this name, I called and gave only the address, ( please request the recording of me placing the order)  either way they should be attempting to deliver to the address its self...instead every day they did the same thing...attempted delivery at *************** not ***. After * days of this I called a local florist in ********* (************************* -************) and spoke to *****, at this flower shop, she took my order over the phone and delivered the flowers to ********************* at ************************************ *** within the hour of the order being placed.You can also reach this person and I can provide my receipt of purchase.. You can also call this *********** location - I am sure they will remember flowers attempted to be delivered every day for a week to a *********************, and they can confirm that this delivery was attempted at their location which is *************** ...NOT THE ADDRESS I PROVIDED , which is ***************. Please advise if you require any further information, but I think calling the florist in ********* and the Administration at *********** ( and/or the Administration at ***************) will support the fact that BLOOMEX never attempted any delivery to ******************************************. You could also request the contact information of their delivery person, who for whatever reason kept returning to *********** and never once tried to deliver to the address its self, instead to an architectural name erroneously provided by BLOOMEX !
  Sincerely,
  *****************

  Business response

  25/07/2024

  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 $***** CAD 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

  Customer response

  25/07/2024

   
  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

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April **** I ordered a bouquet of flowers and vase to be delivered next day(****)to my friend who is in mourning. I paid $****** with **** credit card. At the time, I gave Bloomex the recipient’s full name, full address(*******, BC), and mobile phone number. When I didn’t hear from my friend in ******* whether she had received a bouquet( flowers), I tried to reach out to the Bloomex customer service multiple times, being hung up on multiple times to inquire about status of my order. On April **,  after multiple calls, Bloomex’s customer service told me a bouquet was in Kitimat city center delivery depot( which is located inside Hair salon). Our friend didn’t receive any calls that it was in depot. She went to the delivery depot only to find out that a flower box was sitting on the floor in room temperature ( no cooler to keep flowers ) for *** days. When she saw wilted flowers and broken vase. She couldn’t accept it. Please see attached photos. Bloomex offered to resend flowers and $** a store credit on April **. After many calls and emails, on April **, they offered me two options 1—resend the order no additional cost or 2–issue an in-store credit. At the time I was not in a mood to accept either option. I requested a full refund but they wrote this was against their policy. Bloomex is unwilling to issue a refund to resolve this matter.  

  Business response

  04/07/2024

  We regret to hear that the services didn’t meet customer's expectations.
  We attempted to deliver an order for ******** ******* at the originally requested address ** ******* ***** ******* *** *** **** Turns out attempted delivery on Thu. Apr. **, 2024 - **** a.m. went unsuccessful, because receiver was unavailable.
  That information is available from ********* Courier's tracking number ************. Order was available for pick up since Thu. Apr. **, 2024 - ***** a.m.

  Customer service offered customer all possible options: resend to the alternative address or full price store credit, however options were refused. On **** of May 2024 chargeback received to Jeong Lee's original payment.
  We apologize for any inconvenience caused.
  Bloomex

  Customer response

  09/07/2024

   
  Complaint: ********
  
  As Bloomex claimed they did every possible way to  resolve  this issue,
  but they did not offer what  I wanted which was total refund. 
  
  To give more detail,
  
  Recipient in ******* said     
  1-Purolator never left any notice on the front  door or back porch to be pick up. 
   2-they never called a bouquet was in  depot (Kitimat). 
   3-Wilted flowers & broken vase
  
  I do not understand their customer service policy , the service was horrendous. If full refund is not acceptable, try to offer customer 
  store credit. This is totally zero stars service. 
  $****** is not a small amount of money, is this the way Bloomex 
  treat customers ?
  Your script response about caring, I have to say YOU DON’T.  
  
  
  ***** **** ***

  Business response

  16/07/2024

  We regret to hear that the services didn’t meet customer's expectations.

  We understand customer's disappointment with the delivery issues and the condition of the flowers and vase. We are addressing these concerns with our courier partner to prevent future occurrences.
  Wee initially offered to resend the order or provide store credit, we cannot issue a refund for orders that have been confirmed, prepared, or dispatched for delivery, or those orders that were registered as chargeback.
  We value customer's feedback and are committed to improving our services.
  Sincerely,
  Bloomex Customer Service Team

  Customer response

  18/07/2024

   
  Complaint: ********
  
   I have received your email,
  which was the same story as before from Bloomex.  
  This is my **d communication regarding Bloomex horrible service. 
   
  After speaking to BBB staff this morning, I am  willing to accept
   full store credit of $******* 
  Hope this could be a resolution on this matter. 
  Sincerely,
  
  ***** **** ***

  Business response

  19/07/2024

  We regret to hear that the services didn’t meet customer's expectations.
  To make things right, we are issuing a full price store credit in the amount of $****** to the customer's Bloomex account. Instructions and details on how to use it are going to be forwarded to a customer within the next two hours.
  Best regards,
  Bloomex

  Customer response

  19/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21923380, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **** ***

• Initial Complaint

  27/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Second time ordering from this company. Recipient message she received flowers in such disarray, half dead and falling apart and sent me a picture, and was asked to stop wasting my money on these flowers. Messaged company and said not enough detail in picture, which is the only one I have. No further communication has happened regarding my complaint.

  Business response

  08/07/2024

  We regret to hear that the services didn't 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. However, the image provided does not include the full bouquet, making it difficult for us to assess its overall quality. As customer's satisfaction is our top priority, we would like to offer a a store credit of $** that the customer can use at any time in the future.
  We apologize for any inconvenience caused.
  Thank you,
  Bloomex

  Customer response

  08/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I have used this service twice recently and to continue to support this business I would required more value to go towards another purchase. $** simply does not go far enough. 
  
  Sincerely,
  
  *************************

  Business response

  11/07/2024

  We regret to hear that the services didnt meet customer's expectations.
  To make things right, we have issued a full price store credit in the amount of $***** from order ********. Instructions on how to use a credit will be forwarded to ******************* in the next * hours.
  Bloomex

  Customer response

  11/07/2024

   
  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. If you can credit my credit card that would be even better. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  20/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with my recent order (#******) placed on May **, 2024. I ordered the ****** ***** - Super Size arrangement, which cost $*****.When the flowers arrived on the afternoon of May ****, 2024, they were not as depicted on your website. The quality was substandard, and the arrangement did not match the image for which I paid an extra amount. I contacted your customer service immediately via email and provided photos to show the discrepancy and the poor quality of the flowers received. Despite this, I was informed that a refund would not be issued.This is a clear case of ***** advertisement. The bouquet lasted only two days, and the flowers appeared to be the cheapest available. This experience has been very disappointing, especially as it was my first time ordering from Bloomex.I have reached out multiple times since then, but the response has remained the same that a refund cannot be provided. I find this unacceptable and request a resolution to this matter. I expect a full refund for the order due to the misrepresentation and poor quality of the product.Thank you for your attention to this matter.

  Business response

  25/06/2024

  We regret to hear that the services didn't 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 undervalued quality of flowers. 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

• Initial Complaint

  10/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June * I ordered a bouquet of flowers and a vase to be delivered to a friend of mine next-day (June *). I provided the recipients full correct address (which is a condo with a **** concierge), email, phone number, buzzer code. On June * the order tracking status changed from in transit to investigation. I called Bloomex to inquire about this status change and was told the delivery driver could not complete the delivery because the concierge would not allow him inside. I inquired with Bloomex if the driver attempted to call the recipient and was told the drivers are not given the receipts phone numbers.Bloomex offered to reattempt the delivery the following day, June **, or refund to store credit, less the $** delivery fee. I requested to change the delivery address to my office, down the street from the original delivery address, and was told an additional $** delivery fee would be charged, due to this change. I pushed back and had this fee waived and they agreed to deliver to my office on June **. I received a call shortly after and was told the driver already left the warehouse for the day and delivery would have to be rescheduled to June **. I requested full refund of the order and was told this was against their policy. I requested that the order be cancelled and the matter escalated to a manager. I am currently waiting to hear back from a Bloomex manager regarding the status of my refund.

  Business response

  13/06/2024

  We regret to hear that the services didnt meet customer's expectations.
  We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. An email and a phone conversation received pass *pm. Investigation caused by a changing address and waiving a redelivery fee caused a reasonable delay as our drivers leaving warehouses at *pm exactly. However, we still 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 response

  13/06/2024

   
  Complaint: ********
  
  I am rejecting this response because I would like a full refund for my order, as I have not received the goods ordered in a reasonable amount of time. 
  

  I will have no use for a store credit from Bloomex as I do not intend to order from this company in the future, after this experience. 
  
  Sincerely,
  
  ***************************

  Business response

  18/06/2024

  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 are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. 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

• Initial Complaint

  04/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bloomex flower company never delivered my flowers. I tried to reach out to customer service multiple times, being hung up on multiple times. They will not issue a refund after * weeks of undelivered flowers. They reached out saying they would deliver the flowers. I told them to proceed and yet they still never sent the flowers. I have been very patient but Bloomex is unwilling to issue a refund or make the situation right.

  Business response

  06/06/2024

  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 $***** USD to the original form of payment used for the purchase. 
  Transaction Adjusted By: Trans. Id Date Amount Type Transaction Response ******** ********** **************** ***** USD R Approved Authorized
  Please note that it may take a few business days for the refund to appear on your account.
  Best regards,
  Bloomex

• Initial Complaint

  29/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My fiance has purchased two orders from Bloomex ****** and they have ******* us twice. The first order delivered on April **** 20** arrived 2 days late and the order was not even close to the one that was ordered. They added chocolate for the inconvenience but the chocolate was so old it was white on the outside so we ended up throwing it out. Second order delivered May **** 202* was * bouquets. One for myself and one for my mother who just had surgery. The bouquet for my mother came as expected. However, the other did not. First, we paid extra to have the bouquet supersized which means it should've come twice the size of the regular and it didn't. Came the same size. Second, the website said that it should have lilies, roses, alstroemeria, and some greenery. There are zero lilies in this bouquet at all. The bouquet came fully bloomed and the petals are falling off of the flowers and the entire bouquet will likely *** in the next couple days. Not what you expect for the price point. When we contacted the company on both occasions they just ignored us and would hang up on us. Last night they asked for a good call back number for me and they called but as soon as I answered they hung up. The company advertises one thing and sells something completely different. If they don't answer us I would imagine they feel that they don't have to give the refund because they know the product they are sending out is not worth the money. I have also contacted consumer affairs on this issue too. Attached photos of the invoices and the

  Business response

  31/05/2024

  We regret to hear that the services didn't 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. As per our records, the client never contacted us for a solution. 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 response

  31/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: I wanted to add more to this and be able to negotiate.

  We have had the ***** customer service experiences with ALL contact at Bloomex. Every single time we contact we are ignored. It is not a good look for a professional business. Additionally, we would accept another flower arrangement (supersized as was supposed to be in the first place) AND a gift basket of equal value to cover BOTH of the unsatisfactory orders we have placed. ************** flavored please. The total value of our free order should be approximately $*** after taxes. Alternatively, we would also work with a credit for the value of these orders if that is easier. Also in the future we would appreciate being able to do business with Bloomex directly should we ever decide to use their services again rather than having to get BBB involved.
  

  Thank you.
  
  Sincerely,
  
  *******************************

  Business response

  03/06/2024

  We regret to hear that the services didn't meet customer's expectations.

  As per the message received customer agreed for an exceptional resend for ******************************* at the address: **************************************************************************. A supersized flower arrangement and a gift basket are about to be prepared by our production manager and to be resent withing next seven business days.

  We apologize for any inconvenience caused.
  Thank you,
  Bloomex
  

  Customer response

  03/06/2024

   
  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,
  
  *******************************

  Customer response

  04/06/2024

  I received a gift basket and a bouquet of flowers from Bloomex. The issue we are having is that they stated even in their last message here that they were resending a supersized bouquet but we were sent the bouquet that was supposed to be sent in ***** (the wrong one was originally sent). There was no supersized bouquet that we were expecting. I think they should've just refunded the money considering they can't even get an alternative correct.

*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. ↩