1-800-Flowers’ no good, very bad Valentine’s Day
1-800-Flowers flubs one of their biggest selling days of the year and quickly becomes flooded with complaints via Facebook and Twitter. To make matters worse, private messages to upset customers get tweeted by their social media expert, while competing florists capitalize on this massive upset.
This story cracks me up more than it should. Having witnessed first hand the poor customer service of 1-800-Flowers, I'm surprised they didn't have a better crisis plan ready. Their whole system seems sloppy and unprofessional.
But for local florists, this is a great story to help market their business.
5 comments:
(Staci De Leon)
I agree with your last statement. Having such a large flower company fail miserably on Valentine's Day will boost sales and service for smaller, local business.
I heard about this story while driving to school and I don't know how true this is, but one customer service rep allegedly told the customer, "Sorry, we just got really busy and didn't have time to deliver them all."
This is another example of how social media can go very wrong! How does a paid social media "expert" tweet private messages? That is just humiliating, but definitely good for the local guys!
This is the first time I've heard about this! You would think a company of this size would be more equipped to handle these kinds of situations.
I ordered from ProFlowers a few years ago for my mom on Mother's Day, and something similar to this happened to me. I agree, you would think such a large company as this wouldn't fail on one of their biggest days of the year. Needless to say, I only order from local flower shops and will for sure continue to after this new incident!
Wow! Clearly the "experts" don't really know what they're doing. This is a perfect example of why the local business will win out!
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