In the event that we receive a complaint from a customer regarding their delivery, we will follow the below guidelines to resolve the issue in a timely manner by reducing the time spent going back and forth. All minor complaints will be resolved with a discount for the customer's next order, however, moderate to severe complaints will result in a refund or redelivery.
Product Issues (Order delivered)
🚨Size complaints
- Bouquet has less stems than required, bouquet is smaller than online image, etc.
- Moderate complaint: customer will be offered a 50% refund covered by the florist or redelivery within 48 hours
- Severe complaint: customer will be offered a full refund covered by both the florist and Floom or redelivery within 48 hours
Example: Severe size issue + substitutions
🚨Substitution complaints
- Bouquet has stems missing, stems are switched with those of lesser value, etc.
- Moderate complaint: customer will be offered a 30% refund covered by the florist or redelivery within 48 hours
- Severe complaint: The customer will be offered a full refund covered by both the florist and Floom or redelivery within 48 hours. 👀 It's important to communicate all substitutions with Floom, if we deem a substitution severe you will be liable for a penalty fee (£10/$20). This fee is in place to ensure that we can provide consistent service to our customers and maintain transparency in our operations.
Example: Severe substitutions
Example: Severe substitutions + decay
🚨Quality complaints
- Bouquet is wilting, browning, has broken stems, etc.
- Moderate or severe complaint: customer will be offered a full refund covered by both the florist and Floom or redelivery within 48 hours
Example: Severe decay
Delivery Issues (Order delivered)
🚨Delivery has not been received
As a gifting platform, it is imperative that deliveries are made on the day selected by the customer - as it is often a special occasion.
On certain occasions, an additional administrative fee of $20/£20 may be applied. This measure is implemented to enhance transparency within our operations and maintain fairness in the allocation of orders among florists, ensuring that no florist is disadvantaged due to unfulfilled orders by another. You can see when these fees will apply below.
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If an order is not recorded as "delivered" on FloomX, and the customer has reported its non-arrival to us.
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If you, as the florist, perform the delivery on a date later than originally scheduled without prior notification to Floom.
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In cases where an order is marked as "delivered" we encounter challenges in acquiring proof of delivery from you, as the florist within 24 hours due to unresponsiveness.
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Once a resolution is decided by our Support Team, you will be notified of the complaint and refund amount by email. We work hard to attract our customers, with a growing number of returning buyers. When customers have a bad experience with Floom we're more likely to lose that customer for good, wasting all our efforts to grow our customer base. We really appreciate your hard work to help us ensure a positive customer experience!