Possibly the worst customer service experience I have ever had…read more
I placed a birthday flower order online with Brooklyn Blooms on behalf of my company. I later called to adjust the note accompanying the arrangement and, to avoid any confusion, spelled the wording letter by letter to their representative.
They still prepared it incorrectly.
The arrangement was already two days late, despite being intended for a birthday, and we received no notification about the delay. Once I discovered the incorrect note, I immediately emailed Brooklyn Blooms explicitly instructing them not to deliver the arrangement under any circumstances and requesting that the order be canceled and refunded.
From there, what should have been a very simple customer service issue became genuinely absurd.
Brooklyn Blooms maintained that the flowers were delivered and the order was fulfilled. I disputed that because, to my knowledge, the intended recipient never received the flowers. Rather than resolving that discrepancy or providing satisfactory proof that the recipient actually received them, I was accused of making "unfounded accusations," characterized as a bully, and effectively called a liar for disputing their version of events.
At one point, because I had placed the order under my boss's name rather than my own, I was also told, in substance, that I somehow was not involved in the situation -- despite being the person who placed the order, called to amend it, communicated with their staff, and was handling the entire matter on behalf of my company.
So, to recap: I placed an order for a birthday. It was delayed by two days without notice. I called and spelled an amended note letter by letter, and it was still prepared incorrectly. I explicitly instructed them not to deliver it. The intended recipient did not receive the flowers as far as I am aware. And when I challenged Brooklyn Blooms' claim that the order had nevertheless been successfully delivered and fulfilled, the conversation became about my supposed behavior rather than resolving the actual problem.
Their written response even included the line: "Your feelings are yours and valid; your behavior, however, was not."
This was in response to a customer asking why a time-sensitive order was delayed, incorrectly prepared, allegedly delivered despite a cancellation request, and not refunded.
If Brooklyn Blooms has verifiable proof that the intended recipient received this order, they are welcome to provide it. Until then, calling my complaint "unfounded" does not magically resolve it.
I would never trust Brooklyn Blooms with another birthday, client gift, important occasion, or time-sensitive delivery. Mistakes happen. What made this experience extraordinary was how the business chose to handle those mistakes once they were raised.
One star only because zero isn't an option.
