Post Tagged with: "customer service"

A Customer Service What Not to Do: 1-800-Flowers

A Customer Service What Not to Do: 1-800-Flowers

UPDATE: A Facebook representative from 1800Flowers contacted me after I published this blog post offering to send the flowers free of charge. I was skeptical, but they did, in fact, send the flowers along with a box of chocolates. That is a great resolution to this fiasco – if only it didn’t take days of fighting through several channels to get it done!

A week ago, I was on YouTube and a prominent YouTuber mentioned a 1-800-Flowers promotion that helped put a little money in his pocket while simultaneously saving consumers a few bucks as well. I needed to get something for my mom for Mother’s Day, so I took advantage of the deal. I ordered a simple arrangement, paid, and got a confirmation. Like most people ordering from a recognizable brand, I thought that was that.

I met my mom Sunday night for dinner and she hadn’t received anything. It made me look bad, but I thought surely the flowers would arrive the next day. When they didn’t, I felt terrible. I called 1-800-Flowers (whose number wasn’t hard to find) fully expecting them to understand the increased inconvenience their oversight had caused with this purchase being a gift for a major holiday. Well, they didn’t.

May 15, 2012 1 comment Read More
I Complained, Roku Listened.

I Complained, Roku Listened.

If you asked any of my friends, they’d confirm that I have tried to convince them to buy a Roku. I simply love it. When I got married in 2010, we decided not to pay for cable. We got a Roku as a gift, and with a $8 Hulu Plus subscription and a $8 NetFlix subscription, we’d save around $30 per month by just waiting a day to see our favorite shows. And we haven’t once second-guessed our decision.

When the second generation of Rokus came out last year, we got one of those for our bedroom, leaving the old one in the living room. That worked great until a couple weeks ago. Our original Roku XD got stuck in a boot up loop, and the support team couldn’t troubleshoot it. It was dead.

Roku Support told me that I was out of luck because it was 15 months old and they only covered hardware for 12 months. That made me a little upset because, while the Roku is a great product, I don’t want to have to buy one every year. I voiced my concern on Twitter, and I got an almost immediate response telling me that they would be happy to replace it.

After corresponding via email for a day or two, a replacement was in the mail. It arrived 2 days after I gave Roku my shipping address and it works perfectly.

Although it took a little public shaming to get them to stand behind their product, Roku did the right thing to keep a customer.

So, what are you waiting for? Go get one. You know you hate your cable company.

March 26, 2012 0 comments Read More