02/06/2013 :I ordered two bouquets of flowers from www.avasflowers.com on 2/6/13, to be delivered on 2/14/13. A total of $64.93 charged to my Mastercard. When placing the order, the website inquired about the desired time for delivery. I specified that the deliveries needed to be made by 4 p.m., since the flowers were being delivered to a school. The flowers were paid for, but never received. Here is what has transpired since then:
Correspondence from 2/14/13: I called Ava's Flowers three times, beginning at 5:00 p.m.1st time: I was on hold for 21 minutes. I was disconnected. 2nd time: I was on hold for 13 minutes. I spoke to someone who put me on hold for 24 minutes. They never returned. 3rd time: I was on hold for 17 minutes, then received an answering service who could not do anything but take my number. I was told that I would receive a call back. It never happened.
Correspondence from 2/15/13:I called four times. 1st time: I was disconnected. 2nd time: I was on hold for 18 minutes. 3rd time: I was on hold for 12 minutes, then I spoke to a customer service representative. I was put on hold for 18 more minutes, then disconnected.4th time: I was on hold for 21 minutes, then spoke to a customer service representative who took my name and number. 5th time: I was on hold for 9 minutes, then spoke to another customer service representative who hung up on me.
Correspondence from 2/18/13:2/18/13: I called today... 4 different times. 1st time: I was in the *** for 13 minutes. I spoke to Tyrone, who said he was putting me through to his manager. 8 minutes later, after the manager never answered, I was disconnected. 2nd time: I was put through to a female. She could barely spell or talk. She pretended to look for my order, but never found it. She put me on hold without even telling me she was putting me on hold. Eventually I was disconnected. 3rd time: I was in the *** for 4minutes before I was disconnected. 4th time: I spoke to Tyrone again (after being in the *** for 4 minutes). He has put me on hold. I have been on hold for 6 minutes. Update: I was disconnected after 8 minutes of being on hold.5th time: I was on hold for 13 minutes this time. I finally spoke to Sherry who is part of an answering service. She is the only individual who has been friendly and who genuinely appears to care about customer satisfaction. (Of course, she doesn’t work for Ava’s Flowers… she works for an answering service.) She read, out loud, her email to the "floral manager." (This floral manager must be ONE IMPORTANT PERSON to not have had time to visit with me over the past three business days that I have been calling. In fact he / she has never called me back, as I have been promised five times. What an important person this is.)6th time:Wow. This time, the phone rang for 12 minutes before Marciel answered. I guess everyone was on break. I held for another 4 minutes. I was disconnected. 7th time:I called, and was disconnected again. I was on hold for 11 minutes this time. 8th time:IAN answered this time, after being in the "***" for 6 minutes. He actually ACTED like he wanted to help. He put me on hold for 3 minutes. I was disconnected.9th time:Taylor answered. I was on hold for 12 minutes. Disconnected again.
Correspondence from 2/19/13:I called at 12:01:Serimah answered and placed me on hold for 8 minutes, until 12:09. I then spoke to Kristina who would not issue a refund. I asked to speak to her supervisor, and she wouldn't let me. She hung up on me.
I called at 12:14:Maria answered, and placed me on hold until 12:26. I was then disconnected.
I called at 12:26:I was placed on hold for 6 minutes. At 12:32, I spoke to Linda who is with the answering service. She advised me that the service has been SWAMPED with calls to Ava’s Flowers (which leads me to believe that customers are calling for the same reason I am.) She took my name and information and promised to forward this information to the person in charge, and I would receive a call. (Since I have been calling for three days, this is not true.)1:59 p.m:It reads (cut and pasted below):Hi Kristen,
We deeply value your relationship with us and are committed to provide you with the highest level of service. If you have further comments or questions regarding this matter, please call us at 877 638 3303.
From our Family to yours, we sincerely thank you for providing us the opportunity to serve you.
(877) 638-3303 Phonecontact@avasflowers.com
I called at 2:24 p.m.:Tina answered. I asked her the mailing address for Ava’s Flowers. She told me that there is no mailing address for them. She put me on hold and I was disconnected.
I called at 2:30 p.m.:Ian answered. I asked him for the mailing address for Ava’s Flowers. He forwarded me to an answering machine. I left a message to have someone call me back.
I called at 2:33 p.m.:Steve answered. He told me he doesn’t know the mailing address for Ava’s Flowers. He forwarded me to another answering machine.