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Original Comment My question is - will my order EVER be delivered???? Let me start off by saying that I have ordered from ProFlowers several times before and have ALWAYS been happy with the customer service and all my orders were delivered on time as I requested which is why I decided to use your company again. I placed an order on Sunday May 5th for a floral arrangement to be delivered to a friend for her birthday. I received an email confirming and thanking me for my order. Later that day I received another email telling me they were unable to deliver on the requested day - no reason given - but I didn't see that email until Monday morning. I called customer service on Monday and was told that there were no florists open on Sunday in the area where my friend lives - Really!! She lives in the Denver area and I am sure there are many florists open on Sunday. They assured me they would make sure the order was delivered on Tuesday May 7th and for my trouble give me a 20% discount. The order WAS NOT delivered!!! I called on Wednesday and was told they were still looking for a florist!! How hard is it to find a florist? They apologized AGAIN and GUARANTEED the order would be delivered on Thursday May 9th and for my trouble give me a 30% discount. The order WAS NOT delivered!!! I called on Friday and was told they were trying to contact "the" florist as though they actually found one and AGAIN apologized for not delivering the order and AGAIN GUARANTEED the order would be delivered on Saturday May 10th and for my trouble give me a 50% discount. The order WAS NOT delivered!!! On Sunday May 11th I received an email thanking me for my recent purchase and that my order was delivered and would I like to complete a survey. BUT the order WAS NOT delivered!!! I responded to the survey with all the above comments and received a response thanking me for my email and to contact Florist Express at a new email address so they could assist me and apologized for this "inconvenience". I responded that I felt they should send the biggest bouquet for free with their sincere apologies!! But on Monday May 13th I received an email apologizing for the delivery issue and that they "would like to rectify the problem immediately by sending a replacement order, courtesy of our team at no charge". In order to place the order they wanted to know if I would like the same item or a different one of equal or lesser value, date I wanted it delivered, if it was the same recipient and what message the card should read!! And also they would refund my credit card or send me a coupon for the value plus $10. I responded that I thought a different item of greater value was in order and selected a new item and told them the recipient would be the same and the message should read "Happy Birthday" as that is what it should have been right from the start. They answered back and said the item I selected was too much money (initial item was $39.99 and the item I selected was $54.99 which I didn't think should have been a problem considering all the trouble and grief I had to endure) and to pick something of lesser value and again what day did I want it delivered!! As annoyed as I was at this point, I picked another item and told them to deliver on May 15th. Actually I wanted it delivered on May 5th but they couldn't manage that!!!! Then I received another email from Customer Care apologizing for my negative experience and that they would forward my comments to the team that manages your partner programs AND that someone will be in contact with me within 24-48 hours to "continue this discussion and ensure that we understand your concern and help to get the issue resolved". NO ONE EVER CALLED!!!! In the meantime, on Monday May 13th I called AGAIN and was told due to Mother's Day the order was delayed and they AGAIN apologized and AGAIN GUARANTEEED the order would be delivered on Tuesday May 14th. I mentioned the email I received and they agreed that the order would be free. And yet again - the order WAS NOT delivered!!! I received another mail telling me they could not deliver because I didn't select a specific date and to select an alternate delivery date. I responded to that email and said I didn't care what day they delivered to just deliver the order!!!! And NOTHING WAS DELIVERED!! I called again on Friday May 17th and was told that they were very sorry for my "inconvenience" and the problem was that no one ever changed the delivery date from May 5th and since it was now almost two weeks later the system couldn't generate the order. (Sounded like BS to me!) But she assured me she would correct the problem and I gave her the item number that I wanted delivered to my friend and she said she would take care of it and that I would receive an email confirming the order. Well I have NEVER received an email and the order has NEVER been delivered. And the only emails I receive now are "Looking for the Perfect Gift" - not from Proflowers I'm not!!!!! Now, I feel determined that you SHOULD deliver, not only to my friend, but also to me as an apology for what I have had to endure and for making me look bad to a very good friend of mine. This is one of the worst customer service experiences I have ever had to endure and seriously will think twice about placing any further orders. I don't know where the problem is - with ProFlowers or your partner program - but someone needs to re-evaluate your system to figure out what the problem is or you will continue to lose customers.

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