What’s the number one thing that comes to your mind when it’s Valentine’s Day?
Flowers, right?
That’s the best way to show love, even if your girl says she doesn’t want flowers.
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Which is why florists like XpressFlower booms during Valentine’s Day.
Sometimes, so much so that they might take on more than they can chew.
XpressFlower Misses Out On Flower Orders On Valentine’s Day
Imagine this.
You’ve been surfing online for weeks before Valentine’s Day because you want to get the perfect bouquet for your lovely girl.
One that shows how much you love her.
Then you chance upon XpressFlower.com which promises a 24 hours delivery service, boast beautiful flowers on their website and is pretty affordable.
You make a booking at least a few days in advance and feel accomplished. After all, the order wouldn’t be missed, right? You’ve ordered in advance.
Well, guess what? More than a dozen unlucky guys out there did not see their flowers arrive on time, or at all.
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One person didn’t receive the flowers and couldn’t reach anybody at XpressFlower’s customer service line.
As you can see from his comment, it felt like it was the end of the line for him.
And he wasn’t the only one.
Another one expressed disappointment that the delivery time wasn’t kept to.
And there were other problems too.
A Facebook user managed to get through to the Westgate XpressFlower outlet. However, he wasn’t able to get a reply as the outlet staff allegedly told him to check with the “management”.
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And even for people who managed to get their hands on a bouquet from XpressFlower.com had problems too.
This netizen highlighted his experience with his XpressFlower.com bouquet on Valentine’s Day.
The heart-shaped handle on the cover of his “Goddess of Love” preserved flowers broke when lifted, and the Valentine’s Day message he wanted to give to his beloved partner was written on a birthday card.
‘Lapses’ Are Unavoidable
According to Mr Joseph Soh, the managing director of XpressFlower, he felt that on a day like Valentine’s Day, where orders are several times the number of orders on a normal day, lapses are unavoidable.
What’s more important, according to Mr Soh, is that they handle the feedback and complaints with honesty and sincerity.
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Customers will be offered a refund and a complimentary bouquet.
Don’t Take So Many Orders If You Can’t Fulfill Them
While XpressFlower.com’s commitment to making it up to disappointed customers is admirable, it doesn’t discount the fact that the mistake they’ve made cannot be taken as “unavoidable”.
I mean, a complimentary bouquet is great (after all, it’s pretty pricey) and a refund, even better; but it doesn’t make up for the fact that this once-in-a-year occasion is spoilt.
Netizens also advised the company not to take up more projects than it can take.
To put it succinctly:
What do you think of this entire saga?
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