I placed an order on Monday for a plant to be delivered on Tuesday. I placed my order by phone with an agent.
I received a quick response with my invoice and confirmation of order. When I noticed that there were many mistakes, I immediately called back to make the corrections: recipient name spelled wrong, company name spelled wrong, WRONG ORDER. Whoever it was that took my order confirmed a larger and more expensive plant that I orig ordered and wanted. They also tacked on a bow and greeting card.
I made the corrections and asked that a new invoice and confirmation of order be sent. I was also promised a confirmation of delivery the next day. By Tuesday afternoon I still hadn't heard or received any email from Avas Flowers. I called again and was told by the new phone agent that some of the corrections had been made but not all of them.
She supposedly made the corrections and I should receive a new invoice by the end of the day. Once again I waited and went through the entire process all over again Wednesday and again Thursday and finally again today. Every single time I called, I was put on an endless hold then told they have no clue what I'm talking about. With each new phone agent, I was calm, polite and clearly explained the situation.
Every time I got the same response in very broken English, I'll tell my manager who is unavailable to get back to you asap. I know if this was my company, I'd have been in trouble by now for lack of response. Funny enough, Thursday, I received a customer service survey in my email box but that's it. Finally, today I'd reach my limit.
I called once again and politely told the person at Avas Flowers that I would not hang up the phone until I was able to speak with someone that could help me and give me the refund that was due to me. I was told that there was nothing that could be done and it was impossible to send a revised invoice showing the charges made to my credit card. That's strange...impossible huh? Also that since the delivery was made with the larger item, I could not receive a refund.
I again stated I would not hang up the phone until I received a better response then, "we messed up and you have to pay for it". After being on the phone and on hold and transferred around the entire company, I received verbal confirmation that my refund would be put in place and that they were so sorry. I have yet to receive that confirmation by email. AWFUL COMPANY.
I wish I'd have consulted yelp or something before trusting this company with my business. APPALLED!