By this time, I had found all the negative comments online, so I was not holding out much hope. I hung up and contacted AMEX (the card I used) and started a “Dispute/Inquiry”. Wed. morning, at 9:54 EDT (6:54 their time), I received a telephone call from JustFlowers. Unfortunately, I was in the shower. They did not leave a message, but caller ID let me know they had called. I used that number to call them back (not a toll free #). This time, when I selected Customer Service, I was not told to take a hike, but was connected with somebody within about 2 min. After explanations, she gave me her name and then said she would call me back after her investigation. She did call back, within 90 min., and told me that the florist confirmed delivery of the flowers on Monday. The CSR also said she called the hospital directly to try confirm delivery.

She suggested I confirm delivery with the hospital. I didn’t know this before, but evidently, the hospital has a system for keeping track of flower deliveries, and they confirmed that my flowers were delivered on Mon. at 1:30 pm and told me the name of the florist. Wish I had known the hospital procedures…could have called the hospital directly without getting all upset over JustFlowers’ non-response.

Also, if I had known the name of the local florist from the get go, I would not have been so concerned. They are a very reputable florist in our area. In fact, they supply the weekly altar flower arrangements for my church. Given their reputation, I am feeling fairly confident the arrangement delivered was in good condition, despite the comments on this web site about the condition of the arrangements they ordered. Of course, I don’t know if my message got changed, but I’ll probably stop by the florist when I am out next and double check. Not something I will ask surviving family members at this point.

So the bottom line is that despite poor communication and the way JustFlowers handled calls after Mother’s Day, the flowers were handled by a reputable florist in our town and were delivered as soon as they could be given my friend’s situation at the hospital.

If I were to give them a rating (from 1 to 5), it would probably be a 3 because I did go through some significant frustration and because I have not seen the arrangement despite my limited knowledge of the florist used.

First if it is a website shop they are offering 2 types of deliveries.
one is a normal delivery and the other one is using carriers like fedex.
If it is a normal delivery what they do is they transfer the order to the local florist in your area. Then the local florist will do the delivery. They would just give information about the arrangement and it’s now up to the local florist to do his thing.(This is usually the reason why they can’t do anything because they are either lazy or just doesn’t want to communicate with each other if there is a mistake)
If it is UPS or Fedex delivered you would notice these since there would be 3 business days required allotment from the time of order to the time of delivery. These will mostly result to the flowers not being arranged and separated. But delivered on time.

With regards to the time. When you place an order listen closely and you should realize that they never guarantee an exact time unless it’s funeral. Even timed deliveries require a window time.
Next is the substitution. The substitution of the arrangement i heard them before “similar look and feel” usually results to a good arrangement but this will be dependent to the local florist that received the order and they would just replace everything they can with what they have.

Next during holidays or peak seasons
They are forwarding their phones to an offsite processing center that can either make a message or take an order. They do not have any information whatsoever about you or your order! They cannot answer anything because they do not know anything about what the florist ,who received the arrangement, is doing. They don’t even know the florist who received the order. However when they do send an order or message, It is received by the website administrator or office or manager. The manager then processes the message but they only process it during regular business days. So don’t expect a callback or answer if the shop is closed or it is holiday. Calling over and over again will not do you any good since they would just send and send messages over and over again. That is unless you got your chance to talk to the florist itself (which is rare in peak seasons). Moreover you could get flagged if you exceed a certain limit or something.
If you have issues call once or twice the florist will receive the message but will take them usually a day to call you back. if they did not you could call again. If you decided to call again then you are just adding and fueling your frustration. You might as well just go and visit the shop personally.

Remember if you ask nicely (even though you already want to kill the representative) you will get information about how things work.

I have been ordering flowers before and i encountered a lot of problems both in website shops and local florist. Majority of the arrangement makes it, some just don’t and i just get a refund.

This is not just for “just flowers” but for majority of the flowers shops.

I guess thats it.

My girlfriend called me crying and confused….not the response I was hoping for! Its not everyday that you find out your pregos via flowers! Talk about a good intention gone terrible.

I spent 3 hrs on the phone with the “manager” and the best they could offer me was either $10 or more crappy flowers.

You get someone flowers for the message and intrinsic value behind them. By them offering to send more flowers is beside the case and doesn’t correct THEIR mistake! Justflowers is a terrible business that has no pride or care for customer satisfaction!