I live far away from my family, but I think of them often. While I cannot be there for all the holidays, I always remember them by sending a gift. For Mother’s Day, I enjoy sending a bright bouquet to my mother. She always enjoys them and knows that I am thinking of her.
If you are an online shopper like me, you’ve probably used all the different flower websites. I’ve used ProFlowers and 1-800-Flowers before with great results. They’ve delivered quality flowers for my loved ones before.
This year was different. I used FTD for the first time to send flowers to my mother. Like most people, I shop around to find the best deal. I had cash back from Ebates as well as cash back from credit card. In order to get the best deal, FTD was my only option. I knew FTD was a large company that has years of experience, so I placed an order of flowers for my mother.
Before I explain why FTD provided me with a horrible experience, I’d like to note a few things. I know that FTD themselves do not ship the flowers. Instead, they work with local florists. These florists are responsible for making the bouquet and delivering them. I also know that besides Valentine’s Day, Mother’s Day is the busiest day for florists.
Mother’s Day came and my mother did not receive her flowers. I went to the FTD website to check my order, it was there and had the correct date. I then inquired about my order, I received an automated response that I would be contacted soon with an update.
The next day, my mother still did not have her flowers and I still did not hear from FTD. I had to call FTD again, they should of contacted me. The customer service representative was prompt and understanding. She placed me on a brief hold to contact the local florist. Unfortunately, the florist was busy and would have to call back.
I was never contacted that day. I posted my frustration on my Twitter account, Mother’s Day was important and I felt badly that my mother did not get her flowers. Even worse, FTD did not seem urgent about setting the issue.
Unbeknownst to me, this Twitter post is what finally got things done. It was noticed by the staff at FTD and a customer service representative called me quickly. This representative quickly resolved the situation and my mother received a fresh bouquet that day. The representative also refunded my shipping and refunded 40% off the bouquet price. The representative sent me a coupon as well, for a value of $20 to be used for a later purchase.
While I understand that FTD does not produce the bouquet personally, they are responsible for the service they provide. They should of provided a timely delivery of the flowers. If they knew that the delivery was to be three days late, they should of contacted me sooner.