This Mother’s Day story is a bit of a mixed-bag—ProFlowers clearly failed to deliver the arrangement they sold to M., but they refunded him the entire amount of his purchase when he contacted them about the issue. It’s a “fail” for execution, but a perfect example of how to own up to and correct a wrong for your customer.
I just wanted to send in a quick shout-out to ProFlowers.com and customer service rep Angela. I ordered a $45 bouquet to be sent to my mother today for Mother’s day. It arrived, and she was thrilled, but her description of the flowers was entirely different than the flowers that I ordered — they sent a dozen white roses, but I ordered a “Spring Days” bouquet — about ten dollars more expensive than the dozen roses that were on sale the day I placed the order.
After a few minutes on the phone, Angela offered to refund all of my money and told me that it would appear back on my credit card in seven to ten days. It’s not too often that you get great customer service like this, so I wanted to share the news. I will definitely be ordering from them in the future. Just be sure to ignore their “$10 rebate” after check out — that seems like a big scam to me, especially after reading the recent Consumerist story about “Reservation Rewards.”