Let me tell you my experience with XpressFlowers today. I just hope that you peeps take the precautions or take the risk before placing an order from them.
I'd place an order for a bouquet of white roses for my wife birthday at their outlet in AMK Hub.According to them the delivery will be strictly from 9am-11.59am @ a cost of S$5.40.& they will sent me an sms once the item had been safely delievered. Eventhough I requested to change the time they sale staff say its not possible given the area I want the item to be sent to.Well fair enough I paid for the order & leave home a happy man knowing that everything will be done tomorrow morning.How wrong I was to assume the outcome.
Birthday Day:
I look at the time & it was already 12.20hrs & still no sms or updates about my order.So I decided to call them & check on the status..after was put on hold for awhile the lady told me she will call me back.So after 2min she call me back & say the item had already been delivered..when i ask her when she say just (ok obviously this is late..
).Then i ask her why is there no updates on the status...her answer oh our updating systems is down..meaning to say such a well known shop as this has only 1 machine to sent the automated updates & no backup...utterly FAIL...(they have 10 shops across Singapore & also catter to delivery outside of Singapore)After putting down the phone i feel something is amiss & thus I msn my wife (@12.28hrs) if she have gotten the delivery (did not mentioned what was it) but obviously jeopardizing the suprise...to my horror she say she just received it (just a minute ago).So indirectly I'd been fooled by Xpressflowers yet again..item not delivered but telling me its already delivered.Read below what I sent to them telling me about my displeasure.
Good Day,
Let me raise my utmost displeasure about the order service rendered by Xpressflower.com.
I clearly remembered that upon placing my order yesterday, I was told the delivery time will be from 0900hrs-1159hrs. & sms will be sent directly to my mobile phone number once the recipient has received the item. But eventually I’ve to make a call (@ 12.20pm) to check on the status since I still have yet to receive any sms or e-mail way past the agreed stated timing. Two minutes later one of your staff call & said the item had already been delivered & giving the excuse that the system is down (only 1 PC for the whole organization??), which in this case is already late than the agreed timing. But upon checking with my wife (@12.28pm) she indicated she just received the item, which ultimately destroy the element of the surprise for her…all to no thanks from Xpressflowers!!!.
In this competitive market the slightest delays & inaccurate information render to customers can cause the whole business crumbling down to the ground & your guys are obviously taking the chances. Though the cost of delivery is a small amount but at the end of the day it’s not always about the money but its more of customer’s satisfaction. Since the birthday surprise has been compromised I’ll take note not to order from Xpressflowers again & I’ll advise my colleagues likewise in doing so. I’ll not hesitate to plaster this in the local & overseas forums as to how you guys are ignorant of customer’s satisfaction & failure to update the status on time.
My wife is so happy about the gift but she does'nt knows i'm fummig mad about the service rendered to me & compromising the suprised gift....
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