Complaints

This profile includes complaints for Bloomex's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bloomex has 24 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bloomex

  6 3510 27 St Ne Calgary, AB T1Y 5E2

• 

  Bloomex

  8 4095 Belgreen Dr Ottawa, ON K1G 3N2

• 

  Bloomex

  20 Wright Ave, Unit 5 Halifax, NS B3B 1G6

• 

  Bloomex

  902 Magnetic Dr Toronto, ON M3J 2C4

• 

  Bloomex Inc.

  1100 Main Street Winnipeg, MB R2W 3S2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered flowers 9 days prior to delivery date 25 stems of red carnations 2 stems of white lilies 4 stems of babies breath I received an email a few days ahead of delivery stating there as a substitute so I called to find out what flowers were being substituted They said the babies breath was being substituted as the florist ran out On the delivery date I received 19 stems of carnations (2 had short stems)And 2 stems of lilies which were not open and very small The Lillies were yellow not white I complained about the lillies and not receiving the 25 carnations I want a partial refund for the yellow Lillies and the 6 carnations I did not receive or please deliver them. Instead I was offered a *** gift certificate for my next order I have sent them several emails but they will not refund my money or fulfil the order

  Business Response

  Date: 17/07/2023

  We regret to hear that the services didn't meet customer's expectations.
  We are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. As per the photo received we would like to confirm the order was sent with substitution. Due to our order volume fluctuation, we reserve the right to substitute with similar products of equal or greater value. The following rules for substitution will apply:
  Flowers: In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value.
  As customer's satisfaction is our top priority, we would like to offer a replacement order **** ** ******. Alternatively, ** ***** **** * **** ****** ** ***** ***** ** ***** * ***** ****** **** *** ******** *** *** ** *** **** ** *** ******. We apologize for any inconvenience caused.
  Thank you,
  Bloomex

  Customer Answer

  Date: 24/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On **** I ordered the Pink Beauty******** from Bloomex w/2 addons, Scottish shortbread ************************* w/card******). The Pink Beauty is advertised as: "..in this...bouquet are elegant roses, rich carnations, plump chrysanthemums and playful asters complimented with fresh greens all arranged in an artful basket with special floral foam to keep flowers fresh for at least a week..." This isn't what we received. (1) Recipient's flowers were delivered in floral foam w/o the basket advertised so it barely resembled the original order. Recipient had to use a vase because there was no basket, meaning the floral foam/longevity was rendered moot. If the basket isn't standard, it shouldn't be advertised as such. If it is standard, I should have been partially refunded (delivered ******************** from site included for comparison)(2) While 1-2 flower subs might be needed the bouquet (picked specifically b.c. it was mostly pink) delivered was substantially different in quality/appearance than what was ordered (3) 2 elements were paid for and either not delivered or replaced with something less valuable w/o a refund/partial refund. The shortbread cookies were not delivered. The card was subbed with a bouquet cardette insert which didn't even have a signature (image attached)(4) Reaching out to Bloomex: I went to the help-chat after I was informed of the issues(*****. Bloomex told me to send an email. I did, w/ follow up after I'd heard nothing (ignored). Back to the chat. Only auto responses. I called ****, was guaranteed a call back by **** (never received). I made 4 calls today, 3 of which were disconnected by their system seconds after being put on hold. My call that did go through was unsatisfactory. They said that the only way for a quick resolution is for a store credit refund, or I need to wait for an investigation, which to me should have already been started at the first complaint. I opted for the investigation ** * **** *** ** ***** ******* *****

  Business Response

  Date: 05/07/2023

  We regret to hear that the services didnt meet customer's expectations.

  Order was placed ********** ******** for **** ** delivery. The area where the order has to be delivered is outside of local delivery areas. Our production facilities provide Same Day delivery to ***************, ******, ******* ********, *********, *******, ********, ********, ******* *** ******* *********. Overnight courier (next business day) will be used for delivery outside of these areas. Customer's order was fulfilled to value of the price paid, to not cause a delay and ensure recipient receives the gift on day planned.

  As customer's satisfaction is our top priority, we would like to offer * *********** ***** **** ** ******. Alternatively, ** ***** **** * **** ****** ** ***** ***** ** ***** * ***** ****** **** *** ******** *** *** ** *** **** ** *** ******.
  We apologize for any inconvenience caused.
  Thank you,
  Bloomex

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20265984
  
  I am rejecting this response because I do not want * ***** ******, I -at the very least- want a refund for the cookies and greeting card that was not delivered, and the basket that was not received with the order. I paid for these things and did not receive them, * ****** ** ** *********** *************. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/07/2023

  We regret to hear that the services didn't meet customer's expectations.
  As stated in our policy presented on the website, we are unable to process cancellations for any order that has already been delivered. Full amount the customer paid of ****** had been spent to create the arrangement received with acceptance of a price conflict between Bloomex and any other retail floral shops. Their prices are higher and they do not carry our specials.
  *********** ***** ** * ***** ****** ***** ***** *******
  We apologize for any inconvenience caused.
  Bloomex

• Initial Complaint

  Date:29/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ordered bunch of flowers from Bloomex (Order Confirmation - *******) on **** *** **** *** ******! I called the bloomex agent before ordering and he confirmed that it would be 15 roses plus 5 lilies while only 3 roses and 4 lilies were delivered! The flower was so embarrassing and not comparable to its picture. I called the agent and emailed teh picture do delivered flower, however, no phone calls were receive! I asked them to refund my money or deliver a proper flower, however , my requests were refused!

  Business Response

  Date: 29/06/2023

  We regret to hear that the services didn't meet customer's expectations. The initial product ordered by a customer has a description which says:
  
  Bouquet includes  Designers Collection of a beautiful mix of at least 24 stems of assorted flowers or a single type of flower, like White Roses or Lilies.
  
  *Note: Actual bouquet will vary from photo. Cannot be used with coupon
  
  With that being said, order was completed in accordance to a policy. As stated there & presented on the website, we are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery.
  As customer's satisfaction is our top priority, on **** **** we have issued a complimentary store credit as was agreed after customer's phone call conversation with customer service representative.
  Sincerely,
  Bloomex

  Customer Answer

  Date: 29/06/2023

  
  Complaint: ********
  
  I am rejecting this response because as mentioned I ordered the flower after discussing with their agent. Regardless, in the message, they stated the Bouquet had to be Designers Collection of at least 24 stems of flowers while the delivered flowers were not more than 9 flowers (picture was attached in the first message)! In addition, the agent never offered me any store credit and its a false information!  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:27/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a plant and chocolates to be delivered Wednesday. No delivery. Call next morning, company blames the recipient and claims they didnt answer when ***** tried to deliver. First of all. I didnt hire ***** to deliver a plant and chocolates. Second, the recipient works from home, hadnt left all day and the buzzer for the apartment goes to the cellphone. **************** rep was horrible, no apology, blaming the recipient. Says he’ll  call ***** and make sure its delivered by 2 pm Thursday. No word by 3 pm so I track package. Delayed until Friday. Call back again. No apology or explanation. No manager available to speak to. Asked for a refund because who wants anyone to receive a plant and chocolates sitting on a ***** truck for days? No refund because management team has to issue it. So a whole team exists but none are able to speak to customers? Said it would be 24 hours for my refund. Received nothing. No refund email no calls. Same as the email they claimed to send about the delay. ****** **** * **** ** ** ************ *** *** ***** ******** ******* *** **** ****. * ***** ***** ***** ** ******* ** ****** *** ***** *** *** ******** ********* ** **** **** * ************ ******* *** ***** **** ** ****** *** *** **** ***** ******** **** **** **** ********

  Business Response

  Date: 27/06/2023

  We regret to hear that the services didnt meet customer's expectations.
  Order was sent out with a ***** courier, tracking number ************. On ********** ********** courier attempted to deliver the parcel yet faced an issue with controlled access to the building. Same issue with access to the building appeared on ********* **********, please refer to the ***** travel history. According to our policy, Bloomex is not responsible for delays caused by third party couriers such as *********, *****, *****, and ************ We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. However, we would like to offer a *********** ****r **** ** ****** to the alternative address in order to avoid the same delivery issue happened originally. Alternatively, ** ***** **** * **** ****** ** ***** ***** ** ***** * ***** ****** that the customer can use at any time in the future.
  We apologize for any inconvenience caused.
  Bloomex

• Initial Complaint

  Date:20/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Phoned Bloomex on Wednesdaya, **** ** to confirm that the address *************** could receive a delivery for Father's Day  It was confirmed there would be absolutely no problem and I could go to the website and place the order. I decided to have the delivery for Friday, *** **, in case there were any problems. Order never came, so I called in. Was informed there was an issue finding my address, address was confirmed verbally, and I was again told GUARANTEED delivery on Saturday. Saturday came, no deliver, I called earlier in the day and was told my address was not a weekend scheduled delivery, only tues - fri (discussion as to why it was not delivered on Friday then, as they said tues - fri) was told our deliver was at a local post office and we could pick it up. No post office open on weekends, Father's Day is Sunday... asked for a refund and was told... I spoke to my manager and we will guarantee delivery on Sunday. Sunday came, still no delivery... messaged Sunday/Monday requested full refund was told I'd receive a phone call regarding my refund. No call. I called Tuesday morning and was informed that they do not give refunds, just store credits and that one has been issued. I requested Management to handle the refund.

  Business Response

  Date: 20/06/2023

  We regret to hear that the services didnt meet customer's expectations.
  From our end we did received an actual email from customer's mailbox ****************************** Order was sent out with a Purolator courier, tracking number ************ and available for receiver to pick up at post office from Mon. **** *** **** * **** ***. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. As stated in our policy presented on the website, we are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery.
  We apologize for any inconvenience caused.
  Bloomex

  Customer Answer

  Date: 20/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  There was no email from ***************************** receiving a tracking number or anything, I received confirmation of my order to that email on the 14th of June - the only communication. ********, even if there was, this was perishable goods sat from June 16 to June 19 - through no FAULT OF MY OWN.  The address is clear and deliverable.  I waited all 3 days for receipt of promised delivery... after EVERY phone call  AGAIN... agent confirmed address of ********************************************************* was deliverable on Wednesday, the 14th of June via phone-placed order on line, delivery for Friday, June 16 * **** ******* ** Upon non receipt, I called in - The agent reported that the delivery agent said delivery was attempted, but no one was home   - there was someone home and waiting for the delivery.  We confirmed the address for delivery, and the agent confirmed delivery for Saturday -no delivery - i was told delivery was attempted, again - confirmed address was correct... agent said delivery was scheduled for drop off to post office (closed on saturdays)  because of incorrect address.  Reviewed address, and found it to be correct, still..promised delivery on Sunday, Sunday, no delivery, waited all day.  No email, no phone call, nothing to state anything was wrong.  Agent said order was at post office for pick up because no out of town deliveries are done Saturday to Tuesday (1st this was ever mentioned, but again, I was told this Sunday day was a "special delivery" because it was to have been received Friday. Monday, called, still no email or text or phone call to let me know where my delivery was,. My issue does NOT fall in the order regulations provided on your website as the address was correct, and confirmed...valid address,  not scheduled for a weekend delivery, and THE AGENTS CONFIRMED 4X THAT DELIVERY WOULD BE MADE.

  Business Response

  Date: 21/06/2023

  We're sorry to hear the services didn't meet the customer expectation.

  According to our policy, Bloomex is not responsible for delays caused by third party couriers such as ***************** *****, and ************ As per data given by chosen courier, the address is too remote for courier to process the delivery by the door. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. However, we would like to offer available solutions. * **** ****** is still available for pick up for a recipient. In case of quality concerns customer service department always ready to assist customer with proper service. Alternatively, in case pick up is not an option for a customer, we could issue a s**** ****** **** *** ******** *** *** ** *** **** ** *** ******. Please mind the delivery address to avoid same issue further.
  We apologize for any inconvenience caused.

  Customer Answer

  Date: 21/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Bloomex customer service guaranteed that delivery was available.  Numerous times.  If your own staff guarantee a delivery address is serviceable, a company should definitely refund that order due to B LOOMEX CUSTOMER SERVICE error.  I did due diligence in all aspects.  Called to confirm delivery address was available, received a yes,  2)called when order not delivered, was guaranteed delivery TO SAME ADDRESS for next day, 3) called again and was EXTRA GUARANTEED deliver for Sunday....  at no time was it discussed that the courier could not deliver.  *** ** * *** *** ******** **** ** ** ******* ******
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:13/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ****** *** ***** ** ******* **** *** ***. I ordered a sympathy bouquet online *** ** for a delivery *** **, **** *** *** *** **** *** *** *********** *** ******* **** **** * ****** **********By 5pm *** ** I got a message from my daughter that the flowers had not arrived and they were about to leave for the ceremony. I went online to chat, the agent confirmed that the flowers were out for delivery and they would be delivered by 8pm. I asked the chat agent to add note to the file and make the driver leaves the flowers at the door if no answer. I went on the chat again closer to 8pm but the agent was not able to help me. I called the customer service, again the agent was not able to help but confirmed that my request had been escalated to management. The call agent confirmed that the message to leave the bouquet at the door had not been added as requested but she would add the note.Friday *** **, still no flowers so I got back on the chat and on the phone, all they could say is that the flowers were in transition and would arrive by 8pm. My friend received the bouquet Friday evening. She sent me a note and a picture of the flowers, at this point I realized that not only it arrived a day late, it was not even the bouquet I had ordered. My order was for the supersized white roses and calla lily the bouquet ordered was named White Elegance my friend received 2 dozen white roses.I was never contacted to advise of any delay, change of flowers and never received any message advising the flowers had been delivered. Also, the flowers delivered are less expensive than the one charged to my credit card. During the past 2 weeks, I called the customer service twice and requested to speak to a manager, instead of a call I received an email explaining their substitution policy of equal and greater value. I understand the policy but they delivered a bouquet of lesser value. * ***** **** ******* * ***** ** ***** ***** *** ***** ********* * ********

  Business Response

  Date: 14/06/2023

  We regret to hear that the services didnt meet customer's expectations.
  We are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. As per the photo received we would like to confirm the order was send with substitution and delivered on the requested date the 27th of May. Due to our order volume fluctuation, we reserve the right to substitute with similar product of equal or greater value. The following rules for substitution will apply:
  Flowers: In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value.
  As customer's satisfaction is our top priority, ** ***** **** ** ***** * *********** ***** **** ** ******. Alternatively, ** ***** **** * **** ****** ** ***** ***** ** ***** * ***** ****** **** *** ******** *** *** ** *** **** ** *** *******
  We apologize for any inconvenience caused.
  Thank you, Bloomex

  Customer Answer

  Date: 14/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1. the order was made on *** ** for a delivery on the day of the ceremony *** **, check the history of my online chat, your agent confirmed on *** ** that the flowers were out for delivery, I called back and requested the driver leave the flowers at the door ***** ** ****** *** ******* *** *** *******. I received a few emails with UPDATED and this is when I saw that you changed the delivery to *** **, one day late.

  2. As for the substitution, I understand your policy on equal or better value and I need a clear explanation why I paid *** * *** to supersize for flowers when I could have paid ****** and ordered the 2 dozen roses right from the start. Every time I requested a call from a manager to discuss this issue I received a generic email detailing your substitution policy, **** ************ *** ****** ****** ** **** *** ********* * ***** **** *** *** **** **** *** ****** I request a refund for the difference of what I actually paid and the cost of the substitution flowers delivered. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 16/06/2023

  We regret to hear that the services didnt meet customer's expectations.
  As per the photo received we would like to confirm the order was fulfilled according to the company policy. 
  The following rules for substitution will apply:
      Flowers: In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value. 
  
  Due to unforeseen couriers issue order was not delivered on the requested date. The customer was informed right away and a resend was organised for the next  available delivery date. 
  
  Order was left at the door as recipient was not available.
  
  As per customers satisfaction is our top priority, we would like to issue customer *** ******. Alternatively we can ****** *** ***** ** ***** * **** ***** ******* 
  We apologize for any inconvenience caused.
  Thank you, Bloomex

  Customer Answer

  Date: 23/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Please refund my credit card for the amount of *** and let me know once done.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in December ** I placed an order (#*******) totaling ******* that arrived with the bottle of wine broken and the plants dead. I was given a store credit for the same amount. Today I tried to use it and placed an order (#*******) for *******, but I wasn't credited my store credit of ******** So I phoned and was told that I had to have put my email address in the coupon box that I never saw. I needed to cancel my order and reorder it. I did cancel the order and was only reimbursed ******* of the original cost of *******, they had not reimbursed the shipping price of ****** a charge of ***** and the taxes. I then checked again later on and found out that the order (#*******) had been shipped. I phoned and was told that I had been reimbursed the store credit of ******* for order (#*******) witch didn't make sense to me because I was still out the ******. Afterwards I rechecked my credit card and saw that the charge of ******* for order (#*******) was still there but they had taken back the reimbursement of *******. So this order is costing me ******* plus the store credit I had for *******.

  Business Response

  Date: 09/06/2023

  We regret to hear that the services didnt meet customer's expectations.

  According to the data of ******** & ******** order histories, we had redeem the total price of the last order to the maximum available amount. Store credits do not cover taxes and delivery. Total product prices of Red Wine Truffles-Card & Plantapalooza III (supersize) are exactly ******** 

  We apologize for any inconvenience caused.
  Bloomex

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bloomex order number did not arrive, poor communication details. Order Status Change: Your Order *******, web link sent results in an error. Company staff disconnected me when I asked for a supervisor. Missed an important delivery, website delivery details misleading. **** ******* ** ****** **** *** **** ****** **** ******* *********** ***** *** *********.

  Business Response

  Date: 09/06/2023

  We regret to hear that the services didnt meet customer's expectations.
  On **** *** we sent an email to ************************* at ******************** stating the delivery details, customer's order was currently with ********* ********* ******** ************ and meant to be delivered on requested date. On **** *** we sent another follow-up on an issue courier had with the package. According to our policy, Bloomex is not responsible for delays caused by third party couriers such as ***************** *****, and ****** ***** However, we would like to offer a *********** ***** **** ** ******. Alternatively, ** ***** **** * **** ****** ** ***** ***** ** ***** * ***** ****** **** *** ******** *** *** ** *** **** ** *** *******
  We apologize for any inconvenience caused.
  Bloomex

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bouquet of 10 calla lilies to be delivered to my brother in ************, ** on *** **. Attached is a photo of what he received (10 white roses). I paid ****** for the calla lilies---12 white roses were ****** (that would make each rose ****** ** ****** *** ***). The difference is ******, plus ***** *** (calculated as a ratio of the ****** tax charged), for a total of ******* The Bloomex substitution policy clearly states that substitutions will be of equal or greater value (screenshot attached). I emailed their "wecare" site on *** ** and received no reply. I called customer assistance yesterday and was offered a store credit for ***. I emailed "wecare" again stating that a credit was not acceptable as * ***** **** ****** ** **** **** **** ******* ***** and received the following reply "***************, thank you for your business with us. Please be informed that in accordance with our policy, we will not be able to issue a refund for an order that was confirmed, prepared, and sent out for delivery. As we wish to preserve your valuable business, we will be pleased to offer you ** ******** ****** ** *** ******* *** ****** ***. Please let us know if we should apply. Once again, we thank you for your business with us. Sincerely, Bloomex Team". I had initially requested a refund of *** (the difference between ****** and ******) but realize the amount * **** **** ******* *** ** is actually ******, as calculated above. I can not use a store credit, as I rarely order flowers *** ********* ***** *** **** **** **** ********

  Business Response

  Date: 09/06/2023

  We regret to hear that the services didn't meet customer's expectations.
  We are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. As per the photo received we would like to confirm the order was sent with substitution. Due to our order volume fluctuation, we reserve the right to substitute with similar products of equal or greater value.
  As customer's satisfaction is our top priority, we would like to offer a ****** ** ********* ********** *** ** ***. Alternatively, ** ***** **** * **** ****** ** ***** ***** ** ***** * ***** ****** **** *** ******** *** *** ** *** **** ** *** ******. We apologize for any inconvenience caused.
  Thank you,
  Bloomex

• Initial Complaint

  Date:06/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: May 13, 2023
  Date delivery paid for: May 14, 2023
  Order #04070789
  At checkout, one must enter the delivery postal code to determine available dates for delivery. Next day delivery for Mother's Day (Sunday, 14th) was shown as available. On the 14th, well after payment was taken and processed, I received an email addressed to a ****** ************ saying the city (*******) was outside their production route (a lie) and they can only deliver by special courier Tues-Fri. I asked immediately to cancel the order and provide a refund. A company cannot sell a service it has no intention of providing or, upon discovery of its own error (it's calendar saying it could deliver) a company MUST inform the customer that it cannot fulfill what was agreed upon in the contract that is formed during the transaction and offer the option for refund or an alternative. The company CANNOT simply misrepresent its offerings and take money from customers without any intention of providing the goods/services as advertised. That is misrepresentation (aka fraud). My request for refund was ignored, instead I was told they were 'investigating' it. I later learned this was a delay tactic. Once I received the tracking information from ********** it was shown that Bloomex expressly ignored my request to cancel and refund the order and went ahead and prepared it for shipping with ********* as courier. Additionally, the checkout calendar still says products can be shipped to Moncton outside the 'special courier' Tues-Fri window. Lastly, ********* attempted to deliver on Monday, also outside the Tues-Fri window. I can see that this is a regular pattern of ***** ** ********* by Bloomex. They falsely advertise the products and they frequently deliver well outside the date one paid for. There is currently a lawsuit against Bloomex by the ********** ********** for similar misrepresentation issues. See attached for full details of transaction and attempts to recover my money.

  Business Response

  Date: 09/06/2023

  We regret to hear that the services didn’t meet customer's expectations.
  As per our policies: Orders will be delivered within the date range as specified and selected. We cannot commit to delivering your order on a specific date within a date range of Mother's Day blended dates. On May 14th  we sent an email about the delivery on upcoming Tuesday to ***** ****** ** ********************* as it was an email mentioned in the billing info. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery during
  Mother's Day week. Holiday sales are final. As stated in our policy presented on the website, we are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. Customer's order is currently with ********* ********, tracking ************ and was refused. As customer's satisfaction is our top priority, we would like to offer a replacement order free of charge. Alternatively, we could send a gift basket of equal value or issue a store credit that the customer can use at any time in the future.
  We apologize for any inconvenience caused.
  Thank you,
  Bloomex