WARNING! RE: Ordering flowers online!!! (LONG)

[bittersweet]

I'm posting this as a new thread because I want everyone to be aware of something that CAN go wrong when ordering flowers (or anything for that matter) online!!

 

I'll try to shorten the story because all this happened today and I'm still frazzled about it....

 

I had a bride order her flowers only 3 weeks before her date. I hate to turn anyone down, so I accepted. I finished the set and it was gorgeous. I sent proof pictures at the begginning of last week and I hadn't heard back from them and it was cutting close to their date, so last Friday I took it upon myself and sent the flowers with Purolator. I told them they NEED to be there BY THURSDAY because her wedding was on Saturday (10th). They were going to Florida from Alberta. So they charged me for express shipping and promised me they would be there on the 7th (Wednesday). I was confident with that considering I nailed it into them 4 or 5 times how important it was, etc, etc.

 

I got an email today from the wedding planner that the flowers hadn't arrived yet. I called Purolator and they said that the people at the depot where I sent the flowers from.....sent it REGULAR GROUND (even though I paid for express) and the shipment wouldn't be there until the 13th. I think I blew a vein in my head I was so shocked and angry. I demanded something be done. The lady on the phone told me that in all the 5 years she's been at Purolator, she has never once seen them do anything like pull over the truck and grab the package and throw it on the plane to get it there faster. I told her to hold her hat because she might just see it yet!! So we traced the package and it was in Nebraska this morning. Purolator called me back to tell me they couldn't do anything about it. I think there's only so much yelling and eventually you realize it doesn't get you anywhere. Those people can be so cold!! They hung up on me when I demanded I speak to a supervisor because I want restitution for myself and the bride!

 

So the bride's planner was also on the phone with them. In the meantime, I'm definitely NOT having one of my brides without flowers on her wedding day!!! I remembered that the florist I chat back and forth through email with and share secrets with was in Florida as well. SHAVON!!! I figured I might as well give it a shot. She's been nothing but help with me in the last few weeks. Sure enough, within 2 hours Shavon has emailed me a picture of what she was able to do with what she had on hand. Although it wasn't exactly what the bride ordered from me, it was damn good!!

 

Shavon was amazing and so calm and helped us out. The planner said she still wanted to see if my shipment came and is still confident that it will show up, but I told Shavon to go ahead and ship the flowers to her at my expense because I couldn't bare thinking of her not having flowers at all. So if mine show up, great....if not, she has a backup. Shavon has finished the flowers already and has them ready to go. She's only an hour and a half away from my bride. I'm amazed at how kind she was today. Not something you get from some vendors....but that lady is an angel!!! I can't say enough kind words!!!

 

So as a side note, PLEASE ladies, if you are ordering flowers online, ESPECIALLY out of country, allow alot of time!!! It's never too early to order. Although neither the bride or myself were at fault, you never know when someone else along the way will screw something up (like the shipping company!!). I'll keep you updated about how things pan out...I'm just sick to my stomach over the whole thing!

 

To top it off, I had my first bride not like a bouquet I made her. I changed it over 4 times for her in the course of 2 months. Completely different style, colors, etc. She thought the floramatique looked really fake and tonight decided she doesn't want the Floramatique anymore. It did take longer than expected because of all the changes, but it's to be expected. She hasn't even seen the bouquet in person yet. Told me I shouldn't be trying to sell them and that I should be embarrassed about selling them. If I knew how to post a picture, I would...I think it's a nice bouquet (minus the pink flowers she requested). I've never had anyone complain about the Floramatique before. I really am a fan of them. I guess everyone is different though.

 

What a miserable day. Keep your fingers crossed that my bride in Florida gets the set I made for her. It will be a miracle.....but you never know!!

[syl1115]

Oh Crystal, I am so sorry you had the day from hell . I am keeping my fingers crossed for you. It was so nice of you to do all that you did for the bride. Keep us posted on the outcome.

[Virg]

Oh Chrystal!!!

I so hope that today is a better day for you!!! I am sure the bride appreciates you and Shavon stepping up to the plate for her day! I know I would!

[Virg]

Is it safe to assume you won't be using Purolator any time soon?

[bittersweet]

Never again! Apparently when the package gets to the states, it switches over to UPS. Looks like they MIGHT step up to the plate! If they can pull it off, UPS will be my number 1 shipping company!

 

As an update, the package is currently in Jacksonville, Florida!! It needs to get to Orlando and they were going to hand pick it and deliver it.......I'll keep you posted!!

 

I want to be excited, but still a little nauseous!!

[YoursTruly]

WOW so sorry to hear about youe experience--just reading it, I felt like I was right there with you! OMG!!! I hope everything works out.

[trini bride]

What a day! It is really hard when you have to deal with picky and rude customers. Try to stay strong. Hopefully next week will be more positive.

[Kristy!]

So, did the flowers arrive on time?!

[nbhelms]

Oh no! Now you've got me curious to see if they arrive on time!

[LIW]

I am so sorry you had issues with purolator, but I'm not entirely surprised that they refused to help you. I work in a law firm and the firm uses purolator and I have had several problems with purolator not delivering packages and I spend hours on the phone arguing with them trying to explain the urgency of the packages I've sent. They have also hung up on me or refuse to deliver the packages.

 

You should probably considering switching to another courier, maybe FedEx. I've found when I need to send packages to the US, FedEx is much better and more reliable than purolator.