As many of you know, Courtney and I have an anniversary tomorrow. I had a small issue with the flowers that I got so I had to write a blog post about the customer service that I got from ProFlowers. So today I got the most beautiful bouquet of flowers from Courtney. I love when my anniversary comes around because I am sure to get some awesome flowers….one of my favorite things to get! Tis year, he ordered them from ProFlowers, as he has many times before. However when I opened them and began to unwrap them, there was a small issue. A few flowers had broken stems near the rose itself. I called ProFlowers to inform them of what had happened and was greeted by a very happy and upbeat woman on the phone. This is how our conversation went:
CSR: Good afternoon. Thank you for calling ProFlowers. How can I assist you today?
Me: Hi. I am calling because I received the flowers that my husband ordered for our anniversary and and some of the stems on the roses were broken.
CSR: Oh my! That’s not good. And they were like that when you took them out of the box?
CSR: Let’s go ahead and fix this. Do you have the order number?
Me: Yes. (I give the order number)
CSR: Give me a second while I look that up. (It only takes a couple of seconds) I see that this is your 10th anniversary. Happy anniversary!
Me: Thank you!
CSR: I’m sorry the flowers weren’t perfect for you! This is a big day. Let me look and see what options the system gives me. (Pause for a few seconds) Well, because we didn’t get this right the first time, we are going to send you out some more flowers.
Me: (Thinking….wow. I actually wasn’t expecting that) Okay. That great.
CSR: Okay so you will receive another 2 dozen roses on or before Tuesday. You will have a lot of roses for the holiday.
Me: (In total shock for the entire order) Wow! Really? Thank you so much!
CSR: I can see that you are happy now. You didn’t sound so happy at the beginning of the call. Also, did you know that we have a 7 day freshness guarantee?
Me: No. What is that?
CSR: Well, if the flowers die within the first 7 days of arrival, you give us a call and we replace them. In your case though, if they new set of flowers isn’t fresh for the 7 days, you would get a refund.
Me: I had no clue. Thank you for telling me that. I had no clue.
The conversation ended normally. I just had to share what happened to me today. My honey bought me some super beautiful flowers…and I’m getting another set for free….all because I called. I wasn’t going to, but then I was thinking…what if there are more that came from my batch of flowers that do the same. I feel like ProFlowers went above and beyond today! I will always use them if I have to order some flowers!