The other day my wife and I place an order for flowers to send to her mother. She called back and adjusted the order so that the flowers delivered at our home instead of her mother's. The customer service on the phone was abrupt. Okay. Fine.
My wife calls again this evening asking when the flowers would be delivered (supposed to be today). Customer service was, again, abrupt and didn't offer to check the tracking to see if the flowers were even out of the shop yet. Just not taking care of us. I understand it is a big holiday season but to get repeat business you have to take care of the customers especially when it is busy. Rude customer service.
The doorbell rings. We look out the window and see a guy walking away. I open the door and the flowers are sitting outside the door. We had delivery instructions to bring to the rental office if we are not home. I follow the delivery man to the truck and ask why he rang and ran. Bachman's policy is to drop the flowers off at the door. I asked what happens if someone steals the flowers, we have a front door but the entry area is open with other townhomes having access. We'd have to call Bachman's and they would deliver flowers for free. Great, but what if we needed them that day? He didn't care. Very rude, poor service and did not follow delivery instruction.
A call back to customer service. It is, in fact, Bachman's policy to drop off the flowers if not cold outside and to not deliver to rental office because it might "slow down" the deliveries. Nothing about the fact that the delivery was made to a common area.
To top it off, my wife's mother also received a delivery from the original order before we changed it. Rang the apartment and left it in the entry way to an apartment building with maybe a hundred units...and this is after she said she would be right down.
But, to show this isn't just one experience, two years ago the sales people at Bachman's were very rude when she was shopping around for a florist to use at our wedding. They didn't get our business then and they won't get our business in the future. Customer service was rude and uncaring, delivery was rude, in store people have been rude, and the delivery policy is unreliable if you don't have a private entryway only for your own family.
Our business will be going elsewhere.