ComplaintsforBloomex USA

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered flowers for my wife to be delivered June 21, 2024. They werent delivered. When I followed up the next day I was told they were delivered and they sent me a pictures of the flowers on the front step of a house just not my house. When I pointed out that they had delivered the flowers to the wrong address they hung up. I have attached (below) both the picture they sent to me of the house to which they delivered the flowers to and the picture I sent them of the front of my house - the mistake is obvious. I subsequently followed up with emails to the customer service contact requesting a refund. I received no response and no effort to resolve the issue. This is appallingly poor service in response to a clear error on their part, particular for a customer who has given them a lot of business over the years.

  Business response

  07/02/2024

  We regret to hear that the services didnt meet customer's expectations.
  According to our data and tracking number ************, Purolator Courier delivered the product to *************************************************************** Please see report from the courier. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. However, we would like to address an issue and apologize for undelivered package. We are ready to offer a replacement order free of charge to reconfirmed delivery address. 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

  07/15/2024

   
  Complaint: 21919834
  
  I am rejecting this response for two reasons.  First, this might have been a reasonable offer had it been made immediately when I told they had had misdelivered the flowers I ordered - when I could have had new flowers delivered to my wife.  It is not a reasonable offer several weeks later *after* I filed a complaint with the Better Business Bureau (and after I ordered flowers for my wife from a more reliable florist). 
  

  Second, I have a better remedy available.  I intend to report Bloomexs failure to fulfill its obligation to my credit card provider and request a chargeback   I tried to resolve this reasonably with Bloomex,  they are unwilling to do so, they can deal with Mastercard.

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

  Business response

  07/16/2024

  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 $48.56 to the original form of payment used for the purchase. 
  Transaction Adjusted By:
  Trans. IdDateAmountTypeTransaction Response
  125444102024-07-16 10:30:26.642051748.56 CAD R ApprovedAuthorized
  Please note that it may take a few business days for the refund to appear on your account.
  Best regards,
  Bloomex

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order some flowers for Mothers Day. I ordered 1Assorted Tropical Plants$34.99 1Rainbow Gerbera Bouquet$39.991Blooming Planter Basket$49.99 and what i received was not this. I some roses and some plant both from what i gather are of lessor value. Also, there not a third item. They said they reverse the right to make substitutions, but what I received what not close to equal value. I have for a refund on the missing item and they refused.

  Business response

  06/06/2024

  We regret to hear that the services didnt meet customer's expectations.
  As per the photo received we would like to confirm the order was partially sent with substitution. Due to our order volume fluctuation, we reserve the right to substitute with similar products of equal or greater value. To make things right, we have issued a refund in the amount of Assorted Tropical Plants - $36.74 CAD (tax included) to the original form of payment used for the purchase. 
  Transaction Adjusted By:
  Trans. IdDateAmountTypeTransaction
  Response
  125203822024-06-06
  13:50:32.051620636.74 CAD R
  ApprovedAuthorized
  Please note that it may take a few business days for the refund to appear on your account.
  Best regards,
  Bloomex

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was double charged for an order. While going back and forth with bloomex arranging a refund, my credit card was defrauded and deactivated. I was then told that they cannot refund me to a different card, for their mistake. They are attempting to offer me store credit with the money they basically withdrew from my account. This is akin to stealing. They charged me and refused to give my money back.

  Business response

  06/02/2024

  We regret to hear that the services didnt meet customer's expectations.
      Unfortunately, our system is currently configured to process refunds exclusively to the original payment method used for the transaction. This limitation is in place to ensure the security and integrity of our payment processing procedures. We had tried to refund the order through our system but it was declined as it can only be refunded to the original payment method. [ Transaction Adjusted By: Trans. Id Date Amount Type Transaction Response ******** 2024-05-22 12:24:18.0226573 ****** CAD R Declined Declined ]

  However, we are committed to resolving this issue. To achieve this, we recommend the following options for our customer:
      1. A flower arrangement to be delivered to the customer's address or any other valid address in ******;
      2. We could send a complimentary gift basket instead value to the price paid;
      3. If the above step does not provide a satisfactory resolution, we could issue a store credit that the customer can use at any time in the future.
      We apologize for any inconvenience caused.
      Thank you,
      Bloomex 

  Business response

  06/02/2024

  We regret to hear that the services didnt meet customer's expectations.
      Unfortunately, our system is currently configured to process refunds exclusively to the original payment method used for the transaction. This limitation is in place to ensure the security and integrity of our payment processing procedures. We had tried to refund the order through our system but it was declined as it can only be refunded to the original payment method. [ Transaction Adjusted By: Trans. Id Date Amount Type Transaction Response ******** 2024-05-22 12:24:18.0226573 ****** CAD R Declined Declined ]

  However, we are committed to resolving this issue. To achieve this, we recommend the following options for our customer:
      1. A flower arrangement to be delivered to the customer's address or any other valid address in ******;
      2. We could send a complimentary gift basket instead value to the price paid;
      3. If the above step does not provide a satisfactory resolution, we could 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

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered flowers for my mum's birthday and mothers day.I ordered a large bunch, at least 12, calla lilies in a ***** jar. First they were the cheapest flowers and not Calla lilies and they were not even in the jar! They were wrapped in cheap paper. This is completely unacceptable. Not only did they change the flowers for extremely cheap ones, but then didn't even bother to put them in a vase properly. I want my money back and I want new flowers, the proper ones sent to my mum. I feel there should be punitive repercussions to Bloomex. I have read the reviews and they seem to do this to ALOT of people. Why are they still in business? I want my $39.99 plus tax and shipping returned to me. I included 3 pictures. What I should have gotten, The cheap flowers I got. And the empty ***** jar they sent. The vase the flowers are in is my mum's THEY DIDNT SEND THAT

  Business response

  05/07/2024

  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 see that on 6 of May, 2024 a customer service representative resolved a case by offering a resend to a customer. Order is en route with Purolator Couriers, tracking number ************. We apologize for any inconvenience caused.
  Thank you,
  Bloomex

  Customer response

  05/08/2024

   
  Complaint: 21672830
  
  I am rejecting this response because:

  The flowers that were "substituted"  were NOT of equal or more value.  That is why I am so angry.  The "flowers" that were sent were a joke!  If this is the kind of business Bloomex does, then maybe they shouldn't be in business.  This was fruad!!!!  Anyone can look at those pictures and see if was NOT OF EQUAL value!!!!  Anyone with two eyes could see we got shamed.  Also the flowers were NOT in an arrangement, they were stuck in cheap paper and NOT in the vase at all!  

  Again this was a scam.  We will NEVER order from them again.  

  LOOK AT THE PICTURES!!!!!!!!!!
  
  Sincerely,
  
  *********************

  Business response

  05/10/2024

  We regret to hear that the services didn't meet customer's expectations.
  We take all 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 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. As customer's satisfaction is our top priority, we were in contact with ********************* on Mon. May 6th to offer a replacement. We received a confirmation and a resend went through with Purolator Couriers, tracking 334697504739. Package got delivered on Tue. May 7, 2024 - 1:32 p.m. Additionally, we could issue a complimentary store credit that the customer can use at any time in the future.
  We apologize for any inconvenience caused.
  Thank you,
  Bloomex

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 21/03/2024 for a birthday gift to be delivered on 25/03/2024. Initially, I was informed by customer service that delivery couldn't be made on Monday due to the location, so it was rescheduled for Wednesday, which I agreed to. However, on Wednesday morning, I was told via webchat that delivery would be made that day. Despite this assurance, the order was not delivered until Friday 29/03 night US time. Upon contacting customer service from Wednesday I asked for refund they are saying cant refund, order is not delivered till now. I have asked to speak to management team, customer service agent said they can't. It's very frustrating, taking out of control.I am extremely dissatisfied with the lack of communication regarding the delivery status. Despite repeated inquiries, there was no proactive communication from the company. Additionally, I was informed that the phone number provided was international, but I suggested that an email could have been sent instead.As the birthday was on Monday and the gift was not delivered as agreed, I request a refund for the order. I urge you to cancel the order and process the refund promptly. Regardless of any transit or florist issues, I hold the company responsible for the unsatisfactory service. There are alternative florists available, and I regret choosing your service this time.

  Business response

  04/24/2024

  June from Bloomex USA stated that the order is ineligible for a refund but they will resend the order to the consumer if they wish to do so. June advised the consumer should call directly if they would like to proceed with this option, ************** .

• Initial Complaint

  11/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter order flowers to be delivered by this company on my birthday 11.21.2023 The flowers was not delivered and the call centre refuses to give her a refund. I have 24/7 running video footage that shows there was NO DELIVERY MADE TO my address on 11.21.2023 and no other days after that. This is a complete scam. Please refund the money for services NOT rendered. I have the video evidence which I'd like to submit. My neighbors did not see a package, my video that runs 24/7 doesn't show of any delivery services coming to my home and the address is correct. PLEASE REFUND HER MONEY ASAP

  Business response

  11/24/2023

  Hello,

   

  I am looking into order 0560883.

  I have requested information from our team concerning this order.

  As soon as I have a response I will up-date your file.

   

  Bloomex Team
  

  Customer response

  11/27/2023

   
  Complaint: 20909609
  
  Please update me as soon as possible regarding order number 0560883.
  
  Sincerely,
  
  *******************************

  Business response

  11/27/2023

  The order has been refunded

  Your order has been canceled and refunded.
  Transaction Adjusted By:
  Trans. IdDateAmountTypeTransaction Response
  102952792023-11-27 14:18:48.756932354.98 USD R ApprovedAuthorized

   

  Business response

  11/27/2023

  The order has been refunded

  Your order has been canceled and refunded.
  Transaction Adjusted By:
  Trans. Id Date Amount Type Transaction Response
  10295279 2023-11-27 14:18:48.7569323 ***** USD R Approved Authorized

  Customer response

  11/27/2023

   
  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

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had ordered ******* and a vase for my mother in ********* for her birthday! I ordered online on 19th May in ******* which was 20th May in *********! I was promised same day delivery! My charge in ** dollars was $89.85! I received an email from them shortly after saying they do not deliver to that address! I was told as they dont deliver on sundays it would overnight on Monday and arrive Tuesday! They offered me an upgrade of a ***** bear, a vase or gourmet! We emailed back and forth! I chose gourmet but no details were given even after my questions through email!!! ******* never arrived Tuesday! My mother received a small gourmet basket on Thursday which was the complimentary gift because they messed up my order! On Friday my mother called Bloomex, still no flowers!!! She was told the flowers I ordered were not even available! Yet they took my money right away! Flowers are now 6 days late! A new order was put in and my mother was told she would get a huge upgrade and flowers will be twice the size of the order even though I ordered largest bouquet!! She was promised again she would recieve the following day!!! Flowers never arrived! She called again and was told they were in transit!!! Not true!!! Finally received flowers on Monday 29th May (9 days late) I only received refund of $22.95 for same day delivery yesterday!! They promised me this 9 days ago!!! The flowers were not fresh, they looked miserable and some flowers were brown, they looked nothing like what I initially ordered and certainly was no upgrade!!! There was no vase which I had ordered either! Bloomex insists my order was $62 however I paid $89!!! I have all emails of false promises and photos too! Thank goodness I took a picture of my charge of $89.85 once I paid which matches what came out of my credit union account! I have proof of everything!!! I did recieve a refund of my delivery fee of $22.95 however Im looking for a full refund!! Bloomex did not come through repeatedly on this order!!!

  Business response

  06/04/2023

  Hello,

  Regarding the recent customer complaint, we appreciate the opportunity to address their concerns and provide a resolution.
  We apologize for the delayed delivery and the issues encountered with the customer's order. To make amends, we proactively included a hamper along with the flowers, exceeding the value of their original order. 
  The customer was charged in USD, as per our international order policy, given that the order originated from ***************** for delivery in *********.
  The delay in delivery was due to logistical limitations, as our services operate from Tuesday to Friday. We apologize for any confusion caused by this schedule difference.
  We acknowledge the customer's dissatisfaction with the condition of the flowers. We are conducting an investigation to prevent any similar issues in the future.
  To resolve the matter, we propose two options. Firstly, we can re-dispatch the customer's order with fresh flowers and the requested vase. Alternatively, we can issue a full store credit equivalent to the value of their original order.
  We kindly request your assistance in communicating these options to the customer and obtaining their preferred resolution. We are committed to promptly resolving this matter to their satisfaction.
  Thank you for your attention to this case and your role in facilitating a resolution. Bloomex 

   

  Customer response

  06/06/2023

   
  Complaint: 20117921
  
  I am rejecting this response because:Bloomex failed repeatedly to deliver any promises! As stated earlier I want a full refund of what I paid in USD minus the delivery fee that was already refunded! I do not want store credit! I was advised delivery was Monday through Saturday, Bloomex took my money set up delivery then emailed next day to say they cant deliver same day! Because of that they advised they would refund delivery fee and send complimentary gift of my choice which was the basket! There were 3 more failed attempts at delivery and I was told days later that what I ordered wasnt even available anymore!!! There was nothing set up for delivery, period! After a phone call another promise was made that there would be an upgrade on flowers and delivered asap!! That didnt happen! After more calls and e-mails flowers were finally sent! They were not upgraded and not even close to what I ordered! Arrived more than a week later and were half dead! Several flowers were brown! A vase did not arrive which was paid for! Again I would like a refund!! I paid $89.85 USD! I got the same day delivery fee waived of $22.95! That leaves a difference of $66.90 USD that needs to be refunded! I do not want store credit as Bloomex has proven repeatedly they cant deliver or stay true to their promises!!! I have sent photos and proof along with my original complaint!!!
  
  Sincerely,
  
  *********************************

  Business response

  06/20/2023

  Hello, 
  We would like to clarify the situation occurred. 
  The initial product ordered by customer online has a description which says: 
  Bouquet includes ******************** of a beautiful mix of at least 18 stems of assorted flowers or a single type of flower, like Red Roses. *Note: Actual bouquet will vary from photo. Not Available for Same Day Delivery. Cannot be used with coupon.
  With that being said, order was completed in accordance to a policy. We would like to highlight that the vase was not purchased. It has to be added at the checkout. We are sorry to hear several flowers were brown. Flowers are very perishable product and that is the reason we eager to come to a suitable solution. 
  As stated & 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. Our options for resend or full store credit still stands. 
  Bloomex 

• Initial Complaint

  01/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction - 01/11/2023 Delivery date - 01/13/2023. Funds paid - $134.97. Order #********.We were the recipients of a flower arrangement and gift basket. I am attaching images of what was ordered, vs what was received. The ************* basket contained unacceptable substitutions for what was ordered, and no wine was included. The *************** arrangements were carefully selected and this is false advertising and disappointing.The flower bouquet is half the size of what was advertised. It is not the color scheme as ordered.The ************* basket was far more upsetting as it was to include the following items:- 1 bottle (750 ml) French Red Wine (missing - we did not receive any wine)- Tavolar Savory Snacks (missing)- Tuscan Style Crackers (missing)- ******** Cheddar Cheese (it arrived molded - it was replaced)- Primo Dolce Chocolate Dipped Truffle Cookies (missing)- Artisan Breadsticks (missing)- Sonoma Aged Cheddar Cheese Straws (missing)- Gouda Cheese Bels (missing)The basket was also received unwrapped as just a basket with contents thrown in. The core contents are completely missing. How can a ************* basket not include wine? We reached out to Bloomex directly and after having to follow up , received an offer for a $20 credit, which would not even cover the price of the missing wine.The photos included show what was received - candy, fruit, some snack mixes and pita crackers - nothing of which is advertised in the basket offering. We will gladly and promptly return them to the vendor they were purchased from today - nothing has been opened or used.I would like a full refund issued to the gift donor - they live in ****** (we are US) and it is impractical for any other form of credit or discount.I would like this resolved without having to file a dispute with my credit card company. This appears to be a violation of FTC guidelines - misleading advertising. Compare attached images for reference.

  Business response

  01/23/2023

  Hello,

  For order #******.  We have refunded for the missing wine.:

  Transaction Adjusted By:
  Trans. IdDateAmountTypeTransaction Response
  102614592023-01-19 10:12:36.56592120.00 USD R ApprovedAuthorized

  As it states in our policy's:

  * Gourmet Gifts & Specialty Items: Gourmet and Specialty items (including, but not limited to Gift Baskets, Cookies, Chocolates, Teddy ****** and Vases) may be substituted with another specialty gift of greater value and of similar theme and categor.

  Please note, the area for delivery is not in one of our local delivery area.  We used a local florist in the area and
  their prices are higher than ours. They also do not carry our specials.
  Your order was fulfilled to the value of the price paid. In accordance
  with our policy, we are not able to refund order that were shipped out
  for delivery. Keep in mind we have refunded you the cost of the wine
  $20.

  Bloomex Team
  

   

   

*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. ↩