Apparently, Blogger.com doesn't like words that you type in word after a colon next to your name or FTD; thus, the blank spots in this post. You're not missing that much. Just some politeness and some explaining of issues.
Welcome back, all. As you may be aware, last week was the fake holiday that men love to disparage, Valentine’s Day. Naturally, like all other red-blooded American men, I did nothing.
Bazinga.
Please, if I had done nothing, I wouldn’t be sitting here writing this blog post. Of COURSE I made plans and bought gifts. I got the Future Mrs. Bob diamond earrings and a box of salted caramel chocolates so good that it nearly caused us to have Valentine’s Day right there on the couch after she tried one, if you know what I mean.
I had also made plans for a restaurant, but couldn’t get reservations until 8:30 PM. We were also going to go to the special V-Day exhibition at the Museum of Crime and Punishment – they handcuff you together for a guided tour of the joint (naturally, I paid a dollar extra for the fuzzy handcuffs) – but we had to bag all of that and we ended up eating Memphis-style BBQ at Red Hot and Blue on a Groupon, which actually made me very happy (though even Mr. BFG knows that Memphis-style can’t touch Texas BBQ).
What did I get? I got a shaving gift certificate, as someone around here hates my beard. Haven’t used it yet, but I plan to…I’ve always wanted to get an old-fashioned hot shave, but I figured I’d have to go to NYC or Vegas to get that done. Who knew?
I’m sure that you have noticed by now the fact that flowers did not appear to be involved. That’s true; I did flowers for our first V-Day, but have since decided not to go down that path. Before the long knives come out and people start calling me a cheap bastard and worse, I point out that the anniversary of our first date is February 16, so I save the flowers for that day. Now re-sheath those knives, ladies.
This year, I started planning for that day at the end of January. The flower web site that I normally use, Proflowers, sends me e-mails all the time – which I appreciate. They sent me one at the end of January offering me a great deal on flowers for my anniversary – Feb. 16 – which the e-mail noted was coming up. Taking the bait, I went to their website, picked out the flowers, but when it came to arranging for delivery, there was a small issue: Feb. 16 wasn’t available.
Ok, that’s cool. It’s January 31 – surely there are some other dates available, right? Nope. EVERY SINGLE DAY from Feb. 1 – Feb. 20 was “unavailable” for delivery. Feb. 21 was the FIRST date available for delivery, except for – and I know you see this coming – Feb. 14, also known as the “Date On Which Flowers and Delivery Cost More Than A Trip To The International Space Station.”
Naturally, I felt put out, tricked, betrayed even, so I sent an e-mail to Proflowers saying that I thought their advertising was deceptive and that if they are going to send me an e-mail offering me a deal on flowers for my anniversary that they should be able to provide said product. I mean, the e-mail is generated because YOU KNOW THE DATE OF MY ANNIVERSARY – thus, logic would seem to follow that you wouldn’t invite me to buy something on a date that you can’t provide that good or service.
I waited a day or two for a response and upon not receiving even a courtesy “We received your question/concern and will respond shortly” e-mail in response, I wrote them off. It’s not like I don’t order flowers or wreaths or something five or more times a year; it’s not like I’ve been using your web site for at least a decade to send flowers to relatives and women lucky enough to be dating/engaged to me; I guess, however, that your business model is not based upon keeping loyal customers. Fair enough, as you’re the big company and I’m just some guy trying to buy flowers – a service that a reasonable person would suspect you provide.
I thus made a snap decision to find a new flower delivery web site. After spending nearly five minutes looking for options, I settled on FTD. I decided it was time to give them a test run.
Searching their site, I quickly found what I wanted. #winning
I picked a delivery date – Feb. 16 – which was available. #stillwinning
I place my order, and get an e-mail summarizing the details, with correct name, address, phone number and an order number. #whatcouldpossiblygowrong
Funny that you ask that question, dear reader. For on the date of delivery, I was super-busy at work, so I didn’t get to talk to the Future Mrs. Bob until I got home around 8 PM that night. I overlooked the fact that I hadn’t gotten an e-mail from her thanking me for the flowers, thinking that maybe she’d been busy as well.
I walk in and she’s in the bedroom, watching TV. I ask her about her day, and she responded that it sucked. Curious, I ask if there wasn’t even one good thing in her day…not one thing? No, she replied…why do you ask?
I paused for a moment, said, “No reason,” and then the look of recognition spread across her face.
“MOTHERFUCKER. IT’S OUR ANNIVERSARY. FUCKFUCKFUCKFUCK”
I grinned and let it go – hey, with my mouth, it’s likely that I’m going to need that chit someday. But I also decided to go over to the computer and see what I could find out about my flowers.
I took my order number from the confirmation e-mail, went to the FTD site and saw their “Check Order Status” feature. Great, exactly what I need – this will tell me where my order is and why it didn’t get delivered today.
Not exactly. You put in your order number, your e-mail and it then pops up a message that says that someone from their customer service department with get in contact with you shortly. Ok, well, not ideal, but I guess that by morning, I’ll have an e-mail from them giving me a rundown of what’s going on.
Again, not exactly. Next morning, nothing. Check the spam filter – nothing from FTD. In the interim, they have sent me another marketing e-mail inviting me to check out deals on flowers. Thanks for that, but seriously, let’s focus on delivering the flowers that I’ve already ordered. Later that day at work, I use the “Check Order Status” feature again, with the same answer – and again, the same lack of results. Ditto the next day as well.
I know what you’re thinking – but Bob, why didn’t you just call them? First, I’m not really a telephone person – that’s just my personality. Second, I didn’t want or have the time to sit endlessly on hold during the work day – not that I necessarily would have had to, but it seemed like a distinct possibility. Third, yes, I could have called in the evening, but really, after 10-12 hours at work, does it seem likely that I want to sit on a phone on this issue? The answer, in case you’re wondering, is no.
Finally, by Sunday (the 16, if you recall, was a Thursday), I break down and call them. I sit on hold for about 15-20 minutes, waiting for someone to answer, get pissed that I’m on hold for that long, then hang up. I decide to take President’s Day (Monday) off from thinking about this (also, you never can be sure if they recognize American holidays in whatever country their call center is located in) and take up the task on Tuesday. Meanwhile, still no response to my e-mail inquiries, still no calls or e-mails about my order – but I did get another advertising e-mail from them offering to sell me flowers. Cute.
Finally, Tuesday evening, prior to leaving work, I call. I sit on hold for maybe 10-15 minutes before a young lady answers. Here’s about how that goes:
FTD:
Bob:
FTD:
Here is where this starts to go off the rails. FTD comes back, and they tell me that they didn’t deliver the flowers because they were OUT OF FLOWERS. Ok, well, that could be understandable – yes, you’re in the business of selling flowers, but it is right after V-Day, so maybe that’s plausible. But you didn’t call, write, e-mail, smoke signal or carrier pigeon me that you didn’t have it and weren’t going to deliver it. Nor did you contact me to schedule a redelivery, etc., and you sat on it for FIVE DAYS as I tried to contact you, ignoring the fact that you 1) had my money but 2) hadn’t delivered, and seemed to have no PLANS to deliver, my flowers.
Again, apologies from FTD, and now an offer. They will deliver the flowers on Thursday (it is 6:30 PM on Tuesday, after all), and they will “upgrade” me to TWO dozen roses vs. the original one dozen. My response is that while that is a generous offer, I have a different request. Please go ahead and deliver the original dozen roses (a week late) but instead of the upgrade, remove the charge from my credit card – give them to me for free.
Unfortunately, FTD level 1 support doesn’t have that power – the power to write of $65, including delivery, for someone whose order they’ve FUBARed so completely. I again receive the Thursday and bonus dozen roses offer, to which I respond that I believe my request is fair and equitable and I would like to speak to someone who has the power to grant it.
FTD level 1 asks if I am requesting to speak to a supervisor, and again repeats the offer. I politely decline and again request to talk to someone with the power over amounts of money that exceed the vast sum of $65. She says she’s going to put me on hold while she finds her supervisor.
Now, I’m sure some of you are wondering – Bob, we’ve been reading your blog posts for a little bit now, and we don’t think there is any way that this went down as politely as you say. A fair point, based on observation up to now, but during this whole conversation, right up to the very end of the call, I kept it together. An Oscar-worthy performance, if I do say so myself.
FTD level 1 comes back and says she has a super. Great, let’s get this put to bed. So FTD super comes on, I explain the whole fail to her, she apologies, and she says, yes, I agree, we can deliver these flowers for you on Thursday with no change. Fantastic – great customer service, even if it took a little work to get to it – I’m thrilled.
FTD super is still talking, though. And now she’s saying something odd. It sounds like, if I’m hearing her correctly, that she is saying that they still do have expenses – the cost of the gas for delivery, driver salary, etc. – and that I’m going to have to pay $19.99 for these flowers (basically, the delivery charge + $4 from the original order). Pardon me for saying so, but lady – that ain’t the FREE you just agreed to. I decide to speak up.
I somewhat edgily tell her that her offer is NOT acceptable and that I want the flowers delivered on Thursday and that I don’t want to be charged. Again, she has a long-winded and polite answer that equates to “No.”
This is where I, to quote MTV’s Real World, stop trying to be polite and start being real. I ask her if the $20 is worth having my order cancelled and getting no future business. She starts to bob and weave and I, still at work, on this call for about 30 minutes just say, “Then cancel my order.”
FTD super is apologetic and nice about it, but says that she’s working the full refund for me. She then asks if there is anything else that she can do for me, I say no, we bid each other good day and hang up. Within five minutes I get two e-mails confirming my cancellation and refund. That comes to five e-mails – one confirmation, two “buy our flowers,” and two cancel/refund – that I’ve gotten SINCE MY ORDER WAS TO HAVE BEEN DELIVERED, yet I never got any contact about the non-delivery of my order despite numerous attempts to engage FTD’s asleep-at-the-wheel customer “service.”
What could I have done differently? Should I have gone for the FTD super’s super? I don’t think that would have gotten me anywhere. Should I have tried calling sooner? Probably, but I still would have asked for the same thing. Flowers after the day of delivery are late flowers in my book, and I don’t think I should have to pay for them.
If it was only a day or two, I might have accepted just paying delivery. If you had called me to tell me that they wouldn’t be delivered on that day, I would have accepted the extra flowers upgrade for the same cost. If you had called me prior to delivery to say that you were out of roses and offered me an equivalent value of lilies or some other flower, I might have even accepted that, just a straight dollar-for-dollar trade.
Instead, you know that you don’t have what I ordered, but make no effort to contact me beforehand, make no effort to respond to my inquiries after and then offer me half-a-loaf solutions when really, for of fueling up one of your delivery vans you could have made the customer (me) happy and ensured future business.
Instead, what you did was that you turned a blog post that could have been about how much Proflowers sucks and you rock into a blog post with a little bit about how Proflowers sucks and an extensive and detailed examination of how much your company sucks EVEN MORE.
Well done, FTD. Well done.