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

  7532 Chemin de la Côte-de-Liesse Saint-Laurent, QC H4T 1E7

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:14/05/2024

  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.

  I placed an order with this company which I never received. The customer service agent insisted I didn't include the unit number on the delivery address. I can however prove that I did as it's on the conformation email they sent me when I placed the order.

  Business Response

  Date: 14/05/2024

  We regret to hear that the services didnt meet customer's expectations.
  We attempted to deliver an order for ************************* at the originally requested address street name :*********************. Turns out the address does not match *********** System and it's incorrect as customer contacted us on May ****** and provided correct address Suie/Apt: *************************************************** Name: ****************. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery for incorrectly filled address. However, 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.
  Bloomex

  Customer Answer

  Date: 16/05/2024

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

  The street number as well at the unit number were included in the address I provided.

  I also have a photo of the delivery, so the driver obviously had enough information to confidently leave it on the wrong porch.

  I will accept no less then a full refund as a resolution for this matter.

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

  Business Response

  Date: 16/05/2024

  We regret to hear that the services didnt meet customer's expectations.
  After reviewing our records and the relevant documentation, it appears that cancellation was not an available option for a case our customer had.
  We regret to declare that upon delivery on ********** ******** driver wasn't supplied with enough delivery information to succeed delivery to the desired destination. A shipping information wasn't filled in the proper way. 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.
  Bloomex

  Customer Answer

  Date: 16/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Unfortunately, I gave the customer service representative a chance to make it right. I was told a credit would be applied to the account for the amount that my order was (roughly $***) I received an email stating a credit of $**... this on top of the fact that she was incredibly **** is the reason I will not be accepting a credit for the resolution of this issue. The delivery driver had all the information needed and confidently dropped my order on the wrong porch. I will accept no less then a full refund as a resolution for this issue 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising 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 April **, 2024 date of the transaction I placed an Order number ******** to have a bouquet of flowers delivered. Paid extra for delivery to have the flowers delivered the same day.The flowers as described on their website were what I expected. Their substitution policy states that if the flowers as described were not available equal or greater value would be provided instead cheap flowers were included and delivered. Not even **$ worth of flowers, that can easily be purchased at the grocery store for less not for the amount Bloomex is charging.The company offers a picture of the bouquet I was expecting on their website and it is no where what was delivered to the recipient.Bloomex has offered to resend or give a store credit but refuses to refund when I have clearly told them neither am satisfied or I ever plan to buy from them again.Their website is providing false advertising because the bouquet delivered is not what is being advertised as shown in pictures attached. For off season, I understand not all flowers are available but the delivery item is definitely not worth the advertised price of $***** for the dragonfly + $**** vase for subtotal of $***** plus $***** delivery tax $***** The vase wasn't even full of anything that was advertised, just random flowers to make the delivery.

  Customer Answer

  Date: 03/05/2024

  From the above screenshots I spent over an hour with the representative on the chat and then he just disappeared with no further response as can be seen on the screenshots above.

  Business Response

  Date: 07/05/2024

  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 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

  Customer Answer

  Date: 07/05/2024

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

  I read the response from Bloomex and that is a copy paste from what I have heard from every representative at Bloomex that I have spoken to at this company and what is posted on their website.

  Unfortunately, Bloomex can say what they want about substituting the flowers what was delivered was nowhere near what was posted, even if the colours were substituted the quantity of flowers was not a full bouquet as that which was posted online.

  I have lost my money - Bloomex I will never spend more money with you and let others know not to bother as well.

  For A Canadian based company I tried to support - Im extremely disappointed and you have lost my business!

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

  Customer Answer

  Date: 07/05/2024

  Im disappointed in the resolution as well.  
  

  Once posted, please send me link to posting as I will be using it in my circle.

  Once this has been closed, does anything prevent me to taking this to the media?

   

  Thank you for your help on this matter.

• Initial Complaint

  Date:17/04/2024

  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.

  I have been email and calling Bloomex since April **. I placed an order to be delivered March ****. On April ** I received an email from ***** saying I had to pickup a package. They said the flowers I ordered were too expensive for them to deliver. And that it was out of there area. I called Bloomex and put in a complaint they were supposed to contact me. All I received for contact was an email saying updated. Every time I call they tell me I will be contacted and nothing happens. It has been over a month and I was told they will te-send the flowers but they will not refund the money. This was for a funeral and it has now been over a month. I am again waiting for a call but its looking like they just ***** my money. I do not know who else I can contact to get the money back as it has already been a month.

  Business Response

  Date: 22/04/2024

  We regret to hear that the services didnt meet customer's expectations.
  To make things right, we have issued a refund in the amount of $***** to the original form of payment used for the purchase. 
  Transaction Adjusted By:
  Trans. IdDateAmountTypeTransaction Response
  ****************** ********************* *** * ******************
  Please note that it may take a few business days for the refund to appear on your account.
  Best regards,
  Bloomex

• Initial Complaint

  Date:11/04/2024

  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.

  I placed an order fro same day delivery on the morning of April ****, 2024. Their website clearly advertises same day delivery for orders placed before 1pm. I selected delivery for April ****, and my receipt said delivery would be between *am, and *pm. At ****pm, the order had not been delivered. I contacted their customer service, and was told that the order would be delivered by *pm. At *pm, the order had not been delivered. At ****pm, I once again contacted their customer service. The agent confirmed that the order had not been delivered. He asked if it could be delivered the next day. I said no, if it had not been delivered that day, I wanted to cancel the order. (it was a birthday gift, and was no use to me the next day). He confirmed that it would be cancelled, and that I would receive an email receipt of the refund. I have screenshots of this conversation. I did not receive an email, and the next morning, I received a call from my mother that the flowers had been delivered. I had already cancelled the order. I contacted to Bloomex to confirm I would still receive a refund, as I did not give permission for the order to be delivered the next day - it was prepared and delivered AFTER my order was cancelled. They say because it was delivered they will not give me e refund. I have asked several times now to speak to a manager or be given contact information for a complaint department, and they are simply ignoring me. It is not acceptable for a company to simply decide to deliver an order that was already cancelled, and then charge me for it. I am seeking any assistance you can provide. Order #********. Amount: $*****. I tried to include the conversation in screenshots as best I could, I have more if you need them, but didn't want to attach too many.

  Business Response

  Date: 15/04/2024

  We regret to hear that the services didnt meet customer's expectations.
  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 the value of the price paid with the local partner. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery.
  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

  Customer Answer

  Date: 17/04/2024

  Complaint: ********

  I reject this response because it fails to acknowledge that the company had already cancelled my order on April ****, the day before my order was prepared and delivered. I have this confirmed in writing, as attached. A company cannot simply decide to prepare and deliver an order that has already been cancelled, and then decide not to provide a refund.

  In response to their claim that their 1-day delivery did not apply because the address is on the outskirts of the **** this has several holes.

  1. I entered my address when ordering. My delivery date was stated as April ****. This is in writing, on my receipt.

  2. When I spoke with customer service at *pm April **th, they assured me my order would be delivered by 9pm that evening. If it were being couriered overnight, they would not have said that.

  3. If they outsourced my order to a local partner, it makes the missed delivery date more unclear. They stated both that it was overnight courier and that they ordered through a local company. 

  4. It is clear that the bouquet received was not specifically prepared for my order. It was not the same product I ordered (it came in a vase, which was not a part of the package I purchased). The flowers were partly dying, and in old, yellowing water, showing that they were not freshly prepared as the company claims. My complaint is not based on quality as I am owed a refund based solely on the reasons above, but this nonetheless indicates that they are not being truthful.

  Lastly, the balloon I paid for in my order was never delivered. I informed the company of this, and they have not replied, nor provided a refund for it.

  I was provided misinformation, from the delivery date on my receipt, to the confirmation on April 10th that my order would be delivered within the hour, to the confirmation of my cancellation later that night, and beyond. Consumers are protected from this by the Consumer Protection Act.

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

  Business Response

  Date: 18/04/2024

  We regret to hear that the services didnt meet customer's expectations.
  We take complaints seriously and strive to provide clear resolutions for all orders. It seems there was a misunderstanding regarding the details of *************************************** case. On April ****, an order was placed for a non-local area, leading it to follow local florist procedures. Our records show that ******************************* phone number *************) was not in service on the day of delivery, resulting in the order being dispatched on April ****, 2024.
  Despite the outcome, we'd like to offer a replacement order at no charge. Alternatively, we can send a gift basket of equal value or issue a store credit for future use. We apologize for any inconvenience caused.
  Bloomex

  Customer Answer

  Date: 21/04/2024

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

  Firstly, it STILL does not acknowledge that I paid for an item in my order that was NEVER DELIVERED. I am owed a refund for it. 

   Secondly, it still does not acknowledge that they cancelled my order on April ****. I spoke with customer service, and they accepted my cancellation. Once again, you cannot just decide to deliver an order anyway thats already been cancelled. 

   These facts override any other information. However, I will respond to this most recent claim that they make anyway.

  1. Even if it is true that they could not reach my mother by phone, I dont see how this is relevant. A phone call to her was clearly not required for delivery. If it were, how were they able to deliver it the next day? Why would this result in it being delivered April **th instead of April **th? And why was this never mentioned before now?

  2. They have * phone numbers on the account. If they were unable to reach my mother or the number was out of order, they have my phone number, and should have called me, the person who paid for and placed the order, to inform me of the issue. They did not. 

  3. When I spoke with customer service the evening of April **th, they made no mention of any attempted phone call to my mother. They did not tell me the order would be delayed to the next day. They ASKED if they could deliver it the next day because of the lack of delivery, and I said no. They accepted that response and cancelled my order.

  Whatever their delivery or refund policies may be, I highly doubt they state that they are justified in delivering an order the day after its already been cancelled, and then refusing to honor the accepted cancellation.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:19/03/2024

  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.

  The initial transaction was on December **, 2023. Attached is a picture of the Christmas arrangement I ordered and what she received. After much back and forth, they finally agreed to give me full credit ($******) for the order and said they would apply it to my account so I could use it in the future. I didn't think I'd ever use it. However, it was my sister-in-law's birthday recently, and I decided to try to use the credit and send her an arrangement for her birthday. Attached is a picture of what I ordered (Enchanted Cottage). I paid an additional $***** to have it "Supersized." Also attached are several images of what was received (in a cracked vase). The two bear no resemblance. My brother took a picture of the flowers and sent it to me. I immediately sent it to them. I received a reply that it only showed the front of the arrangement. My brother took more pictures. I sent them to them. Then, they said they would refund me the cost of the vase without addressing the fact that there were not even half the flowers that she should have received in the arrangement. Then, in an email dated March **, they said they "resent the order, and it still fell short of your expectations." They did not resend the order. Their most recent email said that they have submitted the case to the Better Business Bureau. The total I have paid to this business is $****** (original order) and another $***** second order. I do not want another credit from them because clearly they deliver substandard products. If you would like further examples of instances where they ripped people off, there are plenty on the ******* page @**************

  Business Response

  Date: 19/03/2024

  We regret to hear that the services didn't meet customer's expectations.
  We take quality issues very seriously and seek to provide fresh and beautiful flowers at all times and for all orders. The initial complaint received stated undervalued quality of flowers. As per the photo received we would like to confirm the order was sent with substitution: white spray roses were substituted with extra amount of white roses. Due to our order volume fluctuation, we reserve the right to substitute with similar products of equal or greater value. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. 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

  Customer Answer

  Date: 19/03/2024

  It is quite interesting that the official reply to the BBB was that they substituted flowers.  The original arrangement has at least ** roses in it.  I don't know what they are saying the substituted for the roses but clearly the arrangement bear no resemblance to one another.

  Additionally, Bloomex responded to my ****** Review with the following, wherein they acknowledge what they sent me was substandard and they wanted to work towards a resolution.

  They said,

  "Dear *****,We sincerely apologize for the numerous disappointments and frustrations you've encountered with Bloomex. Your feedback is crucial to us, and we deeply regret any inconvenience and distress caused by the discrepancies in your orders.Upon reviewing your feedback, we acknowledge the discrepancies between what was ordered and what was received, as well as the unsatisfactory resolution attempts. We understand the importance of timely and accurate deliveries, especially for special occasions like Christmas and birthdays, and we are truly sorry for falling short of your expectations.We are committed to rectifying this situation and ensuring your satisfaction. Please accept our sincerest apologies for the inconvenience caused by our initial response and subsequent attempts to resolve the issue.We appreciate your patience and understanding as we work to address your concerns. Could you please email us at *************************************** with the details of your orders, including any additional photos or information? This will enable us to investigate the matter thoroughly and take necessary actions to prevent similar incidents in the future.Once again, we apologize for any inconvenience caused and appreciate your understanding.Kind Regards,**** Bloomex Customer Support"

   

  I have emailed **** @***************************************

   

  Customer Answer

  Date: 19/03/2024

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

  It is quite interesting that the official reply to the BBB was that they substituted flowers.  The original arrangement has at least ** roses in it.  I don't know what they are saying the substituted for the roses but clearly the arrangement bear no resemblance to one another.

  Additionally, Bloomex responded to my ****** Review with the following, wherein they acknowledge what they sent me was substandard and they wanted to work towards a resolution.
  They said,
  "Dear *****, We sincerely apologize for the numerous disappointments and frustrations you've encountered with Bloomex. Your feedback is crucial to us, and we deeply regret any inconvenience and distress caused by the discrepancies in your orders. Upon reviewing your feedback, we acknowledge the discrepancies between what was ordered and what was received, as well as the unsatisfactory resolution attempts. We understand the importance of timely and accurate deliveries, especially for special occasions like Christmas and birthdays, and we are truly sorry for falling short of your expectations. We are committed to rectifying this situation and ensuring your satisfaction. Please accept our sincerest apologies for the inconvenience caused by our initial response and subsequent attempts to resolve the issue. We appreciate your patience and understanding as we work to address your concerns. Could you please email us at *************************************** with the details of your orders, including any additional photos or information? This will enable us to investigate the matter thoroughly and take necessary actions to prevent similar incidents in the future. Once again, we apologize for any inconvenience caused and appreciate your understanding. Kind Regards, **** Bloomex Customer Support"
  
  I have emailed **** @***************************************

   

  Customer Answer

  Date: 20/03/2024

  As previously stated, **** of the "online reviews" department asked me to write and detail my issues.  I did and sent him pictures.  His response was that he was referring it to customer service.  They have responded to the BBB that the arrangement was not substandard, despite the fact that **** acknowledged that it was.  As predicted he referred it to ****************** and they have again responded:  "Dear *********, Thank you for contacting us. Your case has been submitted to the Better Business Bureau for investigation. Once the case is resolved, the appropriate solution will be addressed through that channel. If you still require assistance after the case is closed, please feel free to reach out to our online support team.
  Regards,
  Bloomex"

  Nothing has changed and they do not seem to be taking responsibility.  I feel like I am getting the run around from these people again.  What they do, taking advantage of people's emotions, is so wrong and someone has to stand up to them.  

   

   

  Customer Answer

  Date: 20/03/2024

  I've just gotten off of a ** minute phone call with someone from Bloomex.  While they are still insisting they did nothing wrong and there is nothing wrong with the arrangement, they offered me a full credit on my account.

  That is not acceptable.  At this point I would like a refund and to never have to deal with that company again.  They said they'd give me a credit so I could order something else.  To what end?  So I can be embarrassed when yet another relative receives a substandard arrangement.   I know I have mentioned this previously and included the photos, but the arrangement that I sent my mother at Christmas were the last flowers I ever sent her before she passed.  When my brother sent me a picture of what they sent, I was so embarrassed and cried.  My mother deserved so much better than that.  

  FYI ********* has successfully sued this company to the tune of $** for similar practices in *********.  

  If they are not going to issue a refund (a credit is not acceptable and I made that clear to the lady I spoke with), then I would like to be advised of what further action I can take, including legal action if any.  I know this is only a little over $******, but it's certainly the principal here.  

  Thank you for your time.  It is very much appreciated.  

  Business Response

  Date: 20/03/2024

  We regret to hear that the services didn't meet customer's expectations.

  On March **, *************************************************************************** order to bring clarification: according to the receipt, the supersize Enchanted Cottage bouquet includes * white roses and white spray roses. However, in the pictures, we can observe at least 8 roses without any spray roses. Therefore, the warehouse made a substitution by replacing the spray roses with regular white roses, although it's unclear whether it was just one or a few roses.

  We are committed to resolving this issue. To achieve this, we recommend the following options for our customer:
  1. A flower arrangement to be delivered to the customer's address or any other valid address in ******;
  2. We could send a complimentary gift basket instead value to the price paid;
  3. If the above step does not provide a satisfactory resolution, we could issue a store credit that the customer can use at any time in the future.
  We apologize for any inconvenience caused.
  Thank you,
  Bloomex

  Customer Answer

  Date: 20/03/2024

  You have got to be kidding.  What good faith attempt did they make.  Please explain.

  When the messed up my mother's order at Christmas, they only agreed to give me a credit.

  Which I eventually, and reluctantly used.  Only to have the same situation occur.

  Why would I agree to another credit?  So that they could send me out another substandard product?

   

   

• Initial Complaint

  Date:14/03/2024

  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.

  We ordered flowers to be delivered on * March 2024. They were delivered but in such a sad state that they were tossed into the garbage. I sent an email that same day to ******************************** identifying my concern and asked for refund. I did send a reminder the next day and have yet to hear back.

  Business Response

  Date: 15/03/2024

  We regret to hear that the services didn't meet customer's expectations.
  We take quality issues very seriously and seek to provide fresh and beautiful flowers at all times and for all orders. The initial complaint received stated bad quality of flowers. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. 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

• Initial Complaint

  Date:12/03/2024

  Type:Delivery 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.

  Date of transaction: 0*********24 Order #: ******* Issue: When purchased over the phone through ****************the Sales Rep guaranteed my order would arrive around ***. I mentioned that the person to receive the person would only be at the delivery address until ***0pm since it was a Business address. As of around ****pm I started to follow up on my order as it hadn't arrived yet but they mentioned it was in transit and would for sure arrive shortly, they also mentioned they sent messages to the driver and make sure to prioritize the delivery of my order as it was late. At ****pm I followed up again and asked to change the address to my home address since it hadn't arrived yet and my wife (the receiver of the order) was leaving at ****pm. They mentioned they couldn't change the address a d could do nothing about it. Still assured it'd arrive before ****pm, which never did. When I called again after ****pm they no longer answered. Only **************** would answer calls and said they couldn't help. I had tu ruim the surprise and tell my wife she would have to go back to her work and wait for it to arrive (which at that point I didn't even know if it was since they no longer answered the calls). The order ended up arriving at ****pm, much later than the time they committed and assured to deliver when I purchased (***) and even after their own delivery time window (*******). I emailed them right after to complain about my order delay and all the headache and asked for some kind of reimbursement. They haven't replied yet, even though they're 24/7.

  Customer Answer

  Date: 12/03/2024

  The Business reached back to my email saying that they can't help since their delivery window for Business addresses are from *****pm and all they can do is issue a store credit.

  I replied reinforcing that they delivered past their own delivery window and also that the Sales Rep had assured the delivery would happen at ***. The Rep also never mentioned about anything other option for faster delivery and did not accept me to change the address to my home, so would guarantee that I would still receive it within the delivery time frame.

  I do not accept a store credit as I have no interest in purchasing from this Business in the future anymore.

   

  Please see email exchange attached.

  Business Response

  Date: 13/03/2024

  We regret to hear that the services didnt meet customer's expectations.
  We cannot commit to delivering customer's order on a specific hour range rather than the paid time window *******. We are unable to issue a refund for orders that are confirmed, prepared or sent out for delivery. We would like to provide a delivery fee refund for the inconveniences caused to a customer. 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 was delivered March *, 2024 at ****pm and received by ******* (Reception).
  We apologize for any inconvenience caused.
  Bloomex

  Customer Answer

  Date: 13/03/2024

   
  Complaint: ********
  
  I am rejecting this response because I was informed by the Sales Rep that my order would be delivered at ***. He never stated that it was going to be delivered anytime between *****pm by phone and I did mention that the person who would receive the order was only at the delivery address until ****pm and he still guaranteed it would arrived at *** and that I didn't need to worry. If I knew there was a risk of not being delivered within the time I specified, I would have simply used my home as delivery address (which I asked to change later when it was already approaching the time I needed delivered and was denied). Plus, again, your delivery window for a Business address says *****pm, which you also breached.

  Aside to the refund of the delivery charges, I would like to receive at least the  refund of **% of my order, which was offered anyway in my email inbox after I tried to purchase online and left it in the cart since I ended up making the purchase by phone (email screenshot attached).

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

  Business Response

  Date: 15/03/2024

  We regret to hear that the services didnt meet customer's expectations.
  To make things right, we have issued a refund in the amount of $***** CAD to the original form of payment used for the purchase. It includes a full delivery charge and **% off the product prices with taxes included.
  Transaction Adjusted By:
  Trans. Id Date Amount Type Transaction Response
  ******** ********** ***************7 ***** CAD R Approved Authorized
  Please note that it may take a few business days for the refund to appear on your account.
  Best regards,
  Bloomex

  Customer Answer

  Date: 15/03/2024

   
  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:28/02/2024

  Type:Delivery 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 am writing to express my disappointment and dissatisfaction with the recent flower delivery I received from Bloomex. On February ****, 2024, I placed an order (Order #*******) for a bouquet of flowers through their website, selecting what appeared to be a stunning arrangement based on the images provided. Regrettably, upon receiving the flowers, I was shocked to discover that they bore little resemblance to the bouquet I had ordered online. The flowers delivered were arranged haphazardly and the colors and types of flowers were entirely different from what I had selected and expected. In addition, the interior box was ripped on the side when opened. As a customer, I relied on the accuracy of the product images displayed on the website to make informed purchasing decisions. However, the flowers received fell far short of the standard depicted online. This bouquet of flowers cost me $*****. Firstly, I requested a full refund for the misrepresented flowers that were delivered. All I was met with was a response that the flowers were in their opinion "nice" and a $***** credit towards my next purchase which obviously will not happen. The colors and types of flowers were entirely different from what I had selected and expected. In addition, the interior box was ripped on the side when opened. I am reaching out to express my dissatisfaction and to request a resolution to this matter. Additionally, I urge Bloomex to review and improve their quality control measures to ensure that future deliveries accurately reflect the products advertised on their website. Similarly it was insisted that I provide * different photos of the bouquet received as proof of my dissatisfaction. I did. Bloomex may want to consider updating their website showing * different pictures of the bouquets they are selling to avoid people like myself being misled in their ordering.

  Business Response

  Date: 02/03/2024

  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 colors 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 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

  Customer Answer

  Date: 04/03/2024

  Hello,

  Below is a message I received from Bloomex on March **t:

  Dear *****, 
  Thank you for your reaching out to us. We profoundly regret that the products delivered fell short of your expectations. We have confirmed that the arrangement complies with our policy. However, as an exception, we would like to resend the order at no additional costs. Alternatively, we could send a gift basket of chocolates, cookies, crackers or assorted gourmet items. We could also issue an in-store credit that you may use at any time in the future. Kindly let us know which one of the options you would like to pursue. We sincerely apologize for any inconveniences arisen and hope to be able to offset your dissatisfaction. 
  Kind regards, 
  Bloomex

   

  I replied (same day):

  Good morning,
  Thank you for offering options to resolve the issue with my recent order. Before making my final decision, I would like to kindly request if it's possible to view the available gift baskets containing chocolates, cookies and crackers items on your website. Seeing the options would help me make a more informed and appropriate decision.
  Once I've had the chance to review the options, I will confirm my choice.
  I hope to resolve this matter promptly.
  Best regards,
  ************** ***************
  

   

  What came out of this? NOTHING. I wrote back today stating: "I am still awaiting a response from you." Still NOTHING. I hope you could intervene because this is a run-around from this business which is completely taking its customers for a ride. There are complaints about this company very similar to mine and this nonsense need to stop. 

  I look forward to hearing from you.

  Best regards,

  ************** ***************

   

  Customer Answer

  Date: 07/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am still waiting to hear from Bloomex after I have accepted the gift basket. When I reached out to them twice through e-mail, I have yet to receive a response. This demonstrates a complete disregard of my complaint and their "false and insincere effort" to resolve this issue. 
  
  Sincerely,
  
  *************** *****

  Business Response

  Date: 08/03/2024

  We regret to hear that the services didn't meet customer's expectations.
  As case has been submitted to the Better Business Bureau for investigation, customer service department stepping away from the communication with the customer to avoid behind the scene solutions. However, we would like to  confirm, an offer a replacement order as a gourmet gift basket free of charge is still available for customer to accept.
  We apologize for any inconvenience caused.
  Bloomex

  Customer Answer

  Date: 13/03/2024

   
  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 note the corrected address for the delivery of ****************** Bloomex is offering is as follows:

  ***************************

  79 *****************

  ************, *******

  *** ***
  
  

   

  Sincerely,
  

  
  *************** *****

• Initial Complaint

  Date:26/02/2024

  Type:Billing 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 an arrangement.Minutes later received an email stating flowers were out of stock. After MONTHS of back and forth, this is what I have learned.1. No refunds 2. No exchanges or refunds for "out of stock" items 3. Sending what they deem comparable, nothing as described 4. No credits for shipping on cancelled orders (by Bloomex or the customer)5. False advertising on their website 6. Not sending items ordered and paid for.7. The "one time use" credit. Meaning if you do not use your entire credit the remaining balance confiscated by Bloomex.8. Credits never cover shipping therefore you will pay shipping twice $*****+I did not get what I ordered. 3 of the * items were out of stock, therefore I lost that money as per policy and they obviously did not send it either. Paid shipping twice, arrangement send in sections ( not put together) the pot and flowers arrived separated for me to arrange..Zero help or accountability from Bloomex. Deceitful company.

  Business Response

  Date: 28/02/2024

  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 colors 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 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

  Customer Answer

  Date: 28/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: the position from Bloomex is again false. This order was altered not because of me but because Bloomex stated the flowers I requested were "out of stock" therefore the order sent was not what I ordered. They state they can not refund b/c the order was possibly made. How can you make an order that is out of stock. Literally make no sense. A online store credit will NOT reimburse my shipping cost. I have paid shipping twice, $** in total. I do not want to order anything else from this company and either does anyone else. There is an entire website devoted to unhappy Bloomex clients - enough said. 

  Please refund me the total amount which is $******
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/03/2024

  We regret to hear that the service was not up to the client's expectations. We acknowledge that the previous options were not suitable for the client, however we truly apologize that we are unable to refund as per the policy. We came up with a bonus option for the client which is :

  Refund of Delivery Fee and Reshipment: If the aforementioned options do not meet your satisfaction, we are happy to refund the delivery fee and resend the order. Alternatively, we can change the product to a gift basket for the client's reshipment as a token of our appreciation for the client's understanding.

   

  We apologize for any inconvenience caused.
  Thank you,
  Bloomex

  Customer Answer

  Date: 04/03/2024

   
  Complaint: ********
  
  re-sending the flowers makes no sense. Her Birthday was weeks ago. Since you refuse to refund me anything, and insist on making this more outrageous than possible, my only solution as usual would be a online credit. Pls put an online credit under my email address for $****** plus the $***** (USD) I paid for shipping twice by the way. If this option is not available "as per policy" then there are no other options feasible for me. I will have **** reject the purchase for not sending what I paid for.

  
  
  *********************

  Business Response

  Date: 05/03/2024

  We regret to hear that the services didnt meet customer's expectations.
  To make things right, we have issued a store credit in the amount of $******.
  Please note that it may take up to ** hours for the instructions to appear at your email box.
  Best regards,
  Bloomex

  Customer Answer

  Date: 05/03/2024

   
  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:20/02/2024

  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.

  RE: order ******** On **** February 2024 I ordered roses for my ** year old mother who lives outside of ** (**) for Valentine's **** The order was accepted by the Bloomex web site. On the afternoon of the ****, and way too late for the delivery to be possible on the **** February, I received an email from Bloomex indicating that they had called me (no one called my phone, I can provide records if needed) and requested to substitute the flowers for a "well-arranged gift basket with some chocolates/sweets/crackers to the recipient". I agreed as long as it could be delivered quickly. . Since the **** and up to today, I have since received no less that * separate emails that continue to place my order on hold with varying excuses, each of which I have responded to in order to clarify any questions that they have. For example, Bloomex has asked multiple times to confirm the recipient address (which I did each time through both email and web chat channels). I have tried to resolve through Bloomex chat on their website as well, but to no avail. I have since asked for a refund multiple times but have been told that I can only receive an in-store credit. I have no intention of purchasing from Bloomex in the future due to the substandard customer service that I have received during a particularly hard time with my ailing mother. ****** CAD may not sound like much for a large cross ****** service like Bloomex, but it is a lot of money for us. Can you please assist in resolving?

  Business Response

  Date: 21/02/2024

  We regret to hear that the services didnt meet customer's expectations.
  To make things right, we have issued a refund in the amount of $****** to the original form of payment used for the purchase.
  Transaction Adjusted By:
  Trans. IdDateAmountTypeTransaction Response
  ****************** ********************** *** * ******************
  Please note that it may take a few business days for the refund to appear on your account.
  Best regards,
  Bloomex