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FTD – Will they regain my business?

Tue, Feb 22, 2011

Fine Living, Home Life, Online Life

So FTD responded to my tweet on Friday afternoon, shortly after my second tweet regarding the fact that I had still not received a response. They requested that I send a message to another customer service e-mail address, which I did.

Keep in mind that things were fresh in my mind when I wrote this. Still, I believe the e-mail doesn’t sound too pyschotic.

As you can see below, the e-mail below was sent the night of Valentine’s Day, after hours of on-hold time just trying to find out the status was of my fiance’s flower delivery.

This order was placed well in advance of Valentine’s Day. My fiance works in New York City, where there is no shortage of florists to make a delivery.

The experience I had with your company was clearly the worst experience I have ever had, and that is quite a feat.

To begin with, your on hold messages contradict your website experience:

“If you need to check the status of an order go to our website.” – when the person visits your website and attempts to check the status of their order, they are informed that you will contact the local florist and e-mail them. That e-mail never comes. Additionally, one comes to find out that you won’t receive a status on your order until the end of the day, which is really useless – if someone is expecting an e-mail they are expecting it within hours – and let’s not forget that mine never arrived. Tell the customer that on the website! Manage their expectations! If they’re not going to get it until tonight because of your business model then you should let them know that.

You also suggest during your on hold time “messages” (which as you can see, when you are sitting on hold for 40 minutes you tend to hear alot of) customers are told to “Please go to our website and e-mail us”. I defy you to easily find your e-mail address. Your Customer Service link on the top right hand of your corner takes you to another page that attempts to  force your customer into various buckets, which I understand is the purpose for efficiency reasons. However – there is an e-mail link in the middle of the page (directly to the right of the customer service representative’s picture) that would let the customer believe that clicking on it will either bring up their e-mail client or at a minimum, bring them to a page with an e-mail address. It does not. So the person that hangs up to go to your website to follow your directions has to pick the phone back up again to call you. Now the customer is angrier, and you have a bigger issue on your hands.

My first interaction with your company took approximately an hour (45 minutes of on hold time and 10 minutes on the phone with your CSR, as she attempted to contact the florist the order was directed, to no avail. At this point, I simply wanted a refund. When I mentioned to the CSR that I wanted to speak with a supervisor, she transferred me to a supervisor’s voice mail, which, in the middle of the outgoing message, kicked me back in to a queue for PetCo (simply amazing). I did receive an e-mail that night confirming the refund.

The next day, at approximately 3:30pm, my fiance received word from her building’s security desk that a delivery of flowers had arrived. Should she accept the flowers? Were these complimentary for your massive screw-up or by accepting delivery, was I consenting to the original charges? Clearly I could not reach a CSR, since wait times on the 15th were 45 minutes to an hour. Due to the lack of communication for your company, I told her that she needed to reject the delivery.

I was now forced to contact your company again, as I was concerned that my fiance’s rejection of the flowers would put me in a position where your company would insist that because I rejected the flowers, I was still responsible for payment. Because your on-hold times were still 30 minutes or more, I wasn’t able to get through until Wednesday the 16th. My second interaction lasted a while – I walked your CSR through exactly what is stated above, even asking her to visit your website to show her what I was referring to. She wrote everything down (whether or not she actually did we will never know) as I continued to go through the events leading up to my conversation with her. I told her that I expect something from your company to explain the events that transpired today. Still, nothing arrived. Had it not been for my Tweeting, I may not have ever heard back from you.

So the question it, what are you doing to accommodate customers for this horrible experience?

Should you wish to contact me regarding this, you may do so either through e-mail or via telephone (XXX-XXX-XXXX).

I await your reply.

That was Saturday morning. Yesterday morning (Monday) I received an e-mail and another Tweet, that someone would be contacting me.

That afternoon, a gentleman called me. I am not sure his title, but his purpose was clear – to try and make things right.

He offered $25 off my next order.

“”Next order? Who says I’m ordering again?”

I explained that based upon the events that led up to this, I wasn’t trying to be greedy, but c’mon…

Ultimately, an arrangement of mixed roses was offered to be sent to my fiance’s office, which I accepted. In lieu of the original Valentine’s Day card, the customer service rep requested that I allow him to replace it with an apology letter.

The flowers are scheduled to be delivered today.

What say you? Should I use FTD again? Did they make things right?

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