Thanks For Nothing FTD
I ordered some roses and alstroemeria for our 10 Year Anniversary to be delivered to my wife at work. They are her favorite flowers so I ordered them specifically for the occasion.
She brought the flowers home and all I see is an ugly vase full of lillies. Huh? I didn’t pay for those.
After sending a message to FTD I get the following in a nice old fashion form letter back from them
We’re sorry that your experience was less than satisfactory. FTD.COM strives to provide you with the very finest service. Let us assure you that your experience is not typical, and that all your future orders will be filled with the special care and attention that they deserve.
Give me a break! Don’t they realize that I ordered from them because of their brand over the years, but now have no reason to buy from them if this is the type of drival I’ll get from them over a mistake? Not even a personal note, but a form letter? Come on gang.
FTD you blew it. I’ve got tons of choices for flowers and I don’t have to order through you ever again.
It’s a customer’s market. Always has been. Always will be.
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Comments(11)
i have had a good experience with 1800flowers.com.
You know who does a surprisingly good job, even though it’s probably the last place you’d look online? Wal-Mart. Their florist service actually delivers what’s promised for the most part. Granted, sometimes they make insanely poor judgement calls (like leaving flowers on the doorstep outdoors in January – hello frozen flowers) but otherwise, the quality’s good and service is prompt and on time.
Remember what Barry Schwartz said at TED: The secret to happiness is low expectations.
Dear Mr Chapman,
We at FTP strive to make your experience the best possible and we assure you that your situation is not typical.
You can be confident that as you are reading this, our team of FTD Enforcers is currently en–route to the obviously incompetent florist who filled your order. Upon arrival they will proceed to cut off the hands which have forever tarnished our image.
When complete, and to make sure the message is loud and clear to our other FTD affiliates, the FTD Enforcers will drive to the home of your florist, kill their cat(s) and /or dog(s) and leave the head(s) in the bed(s) of their child or children.
If there is anything else we can do, please do not hesitate to contact us.
Melissa
FTP Dispatcher
Yeesh. That was the same response I got from Domino’s when I wrote to complain about the fact that they won’t deliver to our house… which is less than 3 miles from their store.
Their form-letter corporate response, paraphrased, was:
(Or something to that effect.)
Papa John’s, who were at least 7 miles from my house until they opened up the new store on Sam Ridley, now gets all of my pizza orders because they literally go the extra mile. And they’ve given us free pizzas when they screwed up our order before.
Similar story for my mechanic as well… it’s amazing how loyal a customer one can make simply by correcting a mistake like you mean it.
Pax,
Matthew
I’ve had good luck also with 800 flowers, but in the Boston area, I reccomend Winston, it’s the same thing as chosing Tiffany’s over any other Jeweler…
This is great. It is a customer’s market and the customer is getting more and more power. How many readers does this blog have? Lots. And i doubt they’ll be choosing FTD in the future.
“less than satisfactory”. cool, sounds like an answer on a scan-tron test. Just once I want to see an evaluation form that says: How would you rate us a)great b)decent c)suck ass.
And I love the part about how they usually don’t do this, oh but we did it to you. You’re one of the lucky few. They need better marketing writers.
“Let us assure you that your experience is not typical,” but we just so happen to have a form letter ready to address this atypical occurrence.
Now THAT’S irony. I second Winston. But if you want really fresh flowers: Calyx and Corolla
I’ll join those who say that I’ve had great success with 1-800-Flowers. I’ve used all of them, and their flowers always look like they do on their website, especially their “designer flowers”. Can’t go wrong with them.
[...] Another example of a company that is putting automation of process ahead of customer experience.read more | digg story [...]
I’m (was until now) currently trying to order flowers from them but there is no place to put the promo codes I have. I think it’s total bull. Why have promo codes if you can’t use them? Anyone else have trouble with this? But yeah, sounds like they’re a rip off.