This business is run by incompetent people who blame the customer for their blatant failures and do nothing to compensate for the grief they cause! On Dec. 21, 2017, I placed an on-line order for a Christmas floral centerpiece, T127-1A "Christmas Wishes" through their "Hy-Vee Flowers by Rob" web site. This is a "Teleflora" arrangement. It was supposed to be delivered to my uncle and aunt on the 22nd. I immediately got an e-mail "order confirmation" with all of my ordering and billing information, including the last four digits of my Visa number, and the recipients' names and delivery address. Everything was correct, so I felt confident that the transaction was successful. However, on Dec. 27th I found out that my uncle and aunt never received it. I called Hy-Vee Flowers by Rob and spoke to "Susie" who could find no record of my order, even with the confirmation number. She said she would check into it and call me in the morning. I copied and pasted all the order information from my "order confirmation" into their online contact form (they do not have an e-mail that you can forward to) and e-mailed it to the business. Susie called back the next day to say that she had checked with Teleflora and two other florist services but had found no record of the order, and had no clue what she could do about any of this. She then turned me over to "Shirley" who claimed to have worked there thirty years. Apparently in those thirty years she has learned nothing about business, online ordering, and especially nothing about customer service / satisfaction or making amends when you/the business you work for screws up. Instead, Shirley proceeded to make excuses about "computer glitches" and that "they happen all the time" there. With Shirley in charge, I'm sure they do! I pointed out that it was their business that dropped the ball by sending me an "order confirmation" without fulfilling the order, and asked how she was going to compensate for this. Her response was that she could make up the order and deliver it a WEEK LATE at FULL PRICE! I told her that was NOT compensation! I said that a discount for their failure and my inconvenience would be compensation. She refused, and rudely told me, "It's YOUR FAULT because YOU failed to complete the order." I pointed out AGAIN that I had in fact "completed the order" because I had received an "order confirmation" complete with an order number. She then blamed me for not calling the shop "to confirm that your order went through." So, beware that an "order confirmation" from this business means NOTHING! The onus is on you to make time in your work day to call Shirley and Susie and sit around on the phone while they bumble around looking for your order! I placed two other floral orders--NOT BY TELEFLORA--to other states the same day, got e-mail confirmations, and my recipients got lovely arrangements that made them very happy. I did not need to call their shops to confirm that their e-mail confirmations were in fact real confirmations. This is one of the worst, most shocking customer experiences I have ever had. I understand that mistakes happen. However, normal, decent people working at reputable businesses apologize, accept responsibility and attempt to make amends to their customer, they do not make up a list of idiotic reasons to blame the customer and refuse any gesture of compensation. There are other florists in the area that I am sure can do much better than this. I STRONGLY advise staying away from Hy-Vee Flowers by Rob, especially for on-line ordering, and avoiding Teleflora! read more
