Ok I know it is quite a while after the fact, but I have to say I had the strangest experience with FTD on Mother’s day. I use FTD quite a few times a year. Because I travel I don’t always get to be there for important things such as Valentine’s day, Birthdays, Mother’s day, etc. So I try my best to at least do something to show that I wish I could be there. A lot of the time this leads me to FTD. As everyone knows with FTD you can have flowers and/or gifts delivered to basically anywhere in the world. On top of that the prices are too ridiculous. In fact on top of there good service and prices they also offer promotions through the hotels and airlines rewards systems so I can actually work towards earning free flights or hotel stays when I use them. Until a month ago I had never had an issue with there service. I do have to say though like any company they can let things fall through the cracks, and that is what they did.
Mother’s day this year came the same weekend as our wedding. We didn’t really pick the day of our wedding for any specific reason but rather because the site we wanted to use was open. So Friday night we got married, Saturday we ran around with family, and Sunday was mother’s day. We gave my mom a card that day and wished her a happy Mother’s day as she was in town. We also thought it would be nice to have flower’s waiting for her at home the next day. So I got on the computer and went to Marriott’s website, logged in and navigated to FTD.com via the Marriott’s Rewards portal (so I could earn 10 points a dollar). I picked out some flowers in my price range and completed the transaction. Normally this would have been enough.
So when Monday night came and went without mention from my mom that the flowers came, we became suspicious. So I called my mom and she said they didn’t come. I felt a little bad because I had woke her up to ask, but it was only 9pm Seattle time so I didn’t feel too bad. After calling my mom I called FTD whereby I was informed that the florist didn’t have the correct vase so they sent the order back to FTD to find a different florist. FTD the dropped the ball and did not get another florist lined up. What got to me was how easy it was for there system to let them drop the ball. We are talking about delivering flowers, not brain surgery or rocket science. You send the order and if you don’t get a delivery confirmation you follow up. It’s sad that they can start to follow up and let the ball drop.
To FTD’s credit they admitted there mistakes right away. Gave me back the fee they charged and resent the order with orders to substitute the vase if need be. However they messed up again. Though this time it was in our favor; the order was sent to two florists! So my Mom received two arrangements with two vases. I didn’t get charged a dime. If it wasn’t flowers we would have tried to send one order back but as it is flowers are perishable so she got to keep both. I just find it amusing that something as simple as a flower order could get screwed up twice. In the end it worked out, I will continue to use FTD. Heck maybe all my orders will get double delivery in the future…
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