Shannan S.

Sat the 26th at about 8 pm I was reviewing your application on my i-phone, and I was placing some items in a cart for my daughter for Christmas. My husband and I were to go over the list and narrow it down. I told him I had it all ready for review and we went to my Mac in the family room. When I pulled up your site and signed it my basket was empty! I was so confused, however, thought that maybe it was because one was an ap and the other was computer. Then after less than 5 minutes I received an email stating I had placed an order! I was so mad I placed a Twitter rant. I representative told me to Private message them and they could assist. I sent them all the information to only be told no one would help without tracking.

I was shocked I never entered any information like shipping or payment and I never consented. I immediately called your (UN)customer service team. I was placed on hold for only a short time during this call, but I was told they could not help meThey stated that I must have pushed the order through. I was very upset and asked them to please call and cancel the order if they could not reroute to its proper location (My daughters house). Heck I even told them I was even willing to take the whole order (as I was only going to be getting a small piece of it). They told me NO stated I must wait for a tracking number to be assigned and then they would assist me!

Monday 8AM or so a shipping notice was emailed to me so I called again. I was on hold 11 minutes before a woman told me again she could not help. This time she gave me a ticket number #T**********, took the route information and told me she would forward it to senior management to correct the issue. She also told me someone would call me.

Monday 9:15 PM I received tracking information from my UPS account stating a package was being delivered to my house today from close of business. I looked up the provided information, and can you believe it was this order YET AGAIN! I immediately called your Un-customer service team again. This I waited 14 minutes before being disconnect onNext call 10 minutes and again disconnectedLast call on hold 16 minutes. This time the woman on the phone told me that I needed to call UPS myself. I explained I had a ticket and that I wanted a supervisor. After a 5 minute hold she came back and asked me for the re-route information. I again gave her my daughters address. She stated that the ticket was blank and nothing had been done. She told me she was calling ups and would call me right back. BIG Surprise no call back! I sent a twitter message again and asked them to help. They now were replying I needed to call ups myself.

10:59 Monday night I went to UPS to change delivery address. I was charged $18.58! So now I have spent hours on my timeExtreme frustration and disappointas well as more money to fix an issue your system created!

I really feel like I should be receiving at the very least the re shipping cost if not the entire order compensated for your this disaster!

I am wring you before I write channel 4 news because I want to give you a chance to make this right. I have attached my receipt from UPS for the correction.

This what I was told in email from customer service below... the same day I get notice of cancellation from UPS. Here is what UPS sent me this am after I received email saying it was ready to go and they were sorry DO NOT TRUST THEM!... The sender requested a delivery change for this package. / The package will be returned to the sender.
SC, United States 11/14/2014 8:20 A.M. Destination Scan
Dear Shannan,
Thank you for reaching out to us today with your concerns. We do want to help you further. Please know, we truly apologize for your overall experience with us. Rest assured, I have reviewed the details of your order of the silver plated ornament mr + mrs. I do see that when the order was placed, the delivery date selected was 11-14-14. To explain, although some gifts do arrive before the guaranteed delivery date, your gift is still pending shipment for delivery on the date selected.

We're very sorry for any discrepancy regarding the information that you were given. Additionally, we are sorry that that has been such an overall upsetting experience with us.

I do see that the prior representative issued a full refund on your order in the amount of $53.99. Please allow 5-7 business days for this refund to interface with your PayPal Credit payment. Although I do see that your gift is currently pending shipment for delivery tomorrow, I would be more than happy to continue to directly help track the movement of your order and ensure your satisfaction. I will be in the office from 12:30 pm to 9:00 pm, PST to ensure your satisfaction both today and Friday. You may reach me directly at *******486 ext 6085 or speak to any available core customer service specialist who wil continue to directly attend to your concerns. We do want to keep you coming back and we will help make this up to you.

In addition, as we understand that you were inconvenienced by this issue and are sending you the following gift code as our apology.

Your gift code RE7HTEN2ZDR9PW210 for the amount of $15.00 is valid and active through 2015 on today's date 11/13. This gift code can be used over the phone or on any of our six websites: ProFlowers, RedEnvelope, Personal Creations, Shari's Berries, Cherry Moon Farms, or ProPlants. Our gift codes should always be entered in the Special Codes field box on the Review Order page before you check out and confirm the order. Entering the code in a different location may cause your discount not applying to the order properly

If you have already placed your order, please let us know and we can either apply your gift code number to your order or refund you the appropriate amount.

Once again, please accept our apologies. Your satisfaction is our foremost objective, and it is only through your feedback that we learn whether or not we are achieving our goal, so please do not hesitate to contact us with any additional comments or concerns you may have.
To reach us, you may email us at *******@customercare.providecommerce.com or call us toll-free at *******426. We are available Monday through Friday, from 7:00 AM to 6:00 PM Pacific Time.

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The sender requested a delivery change for this package. / The package will be returned to the sender.
Spartanburg, SC, United States 11/14/2014 8:20 A.M. Destination Scan

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