The Consumer Complaints Blog

On 4/2 at approximately 7 AM, I ordered flowers for a time sensitive event
via 1800 Flowers.

On 4/3, at 3 PM, I checked the status of the order and learned that 1800
flowers did not deliver, nor did they intend to deliver the flowers for this
time sensitive event. 1800 flowers did NOT notify me either by phone or by
e mail. They charged me, but had NO intention of providing the service that
I paid for.

I missed the time target for the flower delivery, had to invest an hour of
my time and charges in long distance calls researching a florist who would
deliver to rural New York the same day.

Shame on 1800 flowers for failing to notify me and failing to offer an
incentive to encourage future business.

Shop any other florist!

Thanks for the opportunity to comment.

Sandy

—–Original Message—–
From: 1800flowers.com Cust Service [mailto:[email protected]]
Sent: Wednesday, April 04, 2007 9:08 AM
To: Sandy
Subject: 1-800-FLOWERS.COM Order Number W00552500224869.
(KMM14167333V95141L0KM)

Hello Sandy,

Thank you for shopping with 1-800-FLOWERS.COM.

We sincerely apologize for the inconvenience caused to you. We wish to
inform you that as per our company policies, we are unable to issue any
further compensation.

If you have any other questions or concerns, please do not hesitate to
contact us at the address listed below. You can also contact us at our
customer satisfaction number, 1-800-468-1141.

Sincerely,

Swati Kukreja
Sales and Service Specialist
[email protected]

Original Message Follows:
————————
Hello,

Thank you for your prompt reply. During your investigation, you should have
discovered that my account reflects that I have shopped at 1800 flowers
fairly often (in the past).

Please don’t minimize the ‘inconvenience’ your sloppiness caused. Because
you failed to deliver and failed to notify me that you would not deliver, I
had to make several long distance calls to locate a local florist. In
addition to the unnecessary phone charges, I had to spend nearly an hour to
insure that flowers were sent — AND — they were one day late because of
your failure.

I’m shocked that you haven’t offered an incentive to retain my business.

Sincerely,

Sandy Savino

—–Original Message—–
From: 1800flowers.com Cust Service [mailto:[email protected]]
Sent: Wednesday, April 04, 2007 8:32 AM
To: sandy
Subject: 1-800-FLOWERS.COM Order Number W00552500224869.
(KMM14167244V93187L0KM)

Hello Sandy,

Thank you for shopping with 1-800-FLOWERS.COM.

We apologize for the inconvenience caused to you, as the order was not
delivered as requested. We wish to inform you that we have already issued
full credit to your account. The amount is generally credited to the
account within 3 to 5 business days.

If you have any other questions or concerns, please do not hesitate to
contact us at the address listed below. You can also contact us at our
customer satisfaction number, 1-800-468-1141.

Sincerely,

Swati Kukreja
Sales and Service Specialist
[email protected]

Original Message Follows:
————————
Customer Service Inquiry:

Request Date:04/04/2007 09:10:22
Customer Name:Sandy
Customer Email:sandy
Customer Phone Number:***************
Order Number:W00552500224869
Order Date:04/02/2007 00:00:00
Recipient Name:Janice Ogilvie
Category:Cancel My Order
Comments:You failed to deliver the arrangement when promised (4/2/07) and
failed to notify me that the arrangement was not delivered. I learned that
you did not deliver the arrangement (and did not plan to deliver the
arrangement) because I called your customer service line on 4/3/07 at 3 PM.
I advised, Christina, the representative I spoke to on 4/3 to cancel my
order and credit my charge card. Please verify that this was done. I found
my own local florist who delivered a beautiful arrangement the same day.

Shame, shame, shame on you, 1 800 flowers. You blew the special occasion
and disappointed me.

Sparkle Home Spa Inc. sold me a SG2000 SPA AT HOME spa device that emits ozone. I was not aware of this because the salespeople were telling me everything in Chinese and during the demo, the ozone smell was hidden with strong fragrance. After opening the box at home, we realized the machine didn’t fit our bathtub, and my parents complained about a strong odour. I called Sparkle Home Spa numerous times, leaving numerous phone calls, and Ms. Ng finally got back to me (nearly one week later). I asked for a full refund of about $2100. She declined, informing me that there are no refunds when nowhere in her store or receipt indicated anything about no refunds. If I had known about not being able to refund something over $2000, I wouldn’t have purchased it. She then insisted that the machine would be good for my health. What I found disturbing was the way they use aggresive persuading techniques (i.e. if you really love your parents, you will let them keep the device).

I then contacted Health Canada, the authority to all the Health related issues in Canada, and they informed me that ozone-emitting devices have been banned in Canada and should not be sold. If they are being sold here, it is likely they submitted false information about the product’s specifications to obtain approval certificates. I then left this issue for Health Canada and the CSA to deal with.

I called Ms. Ng (the general manager) again asking for my refund, letting her know that it was unfair to consumers if she does not inform us about her return policies. She then
tells me that there is a policy written on the box. I checked the box thoroughly, and didn’t notice anything too suspicious except for a small paragraph of Chinese characters. It was NOT surprising to see that everything else was written in BIG BOLD english except for the refund policy.

I then examined the refund policy. In Chinese, it informs that the machine may be refunded within 14 days with a restocking fee. I related this to Ms. Ng. She did not acknowledge it. She then told me her headoffice in Hong Kong would not authorize the refund. After spending a couple of days researching the headoffice contact, I called their headoffice in Hong Kong.

They told me they will refund it, providing I ship the Home Spa to Taiwan from Canada — REDICULOUS!

In addition, I have found during the time that I took to make my complaints, that this company operates as a pyrimid scheme, which would explain why they refuse to offer me my refund. They mislead customers, telling them that ozone would improve their health. Nowhere during their salespitch do they say ozone-emitting devices are banned in Canada, that ozone harms the lungs and that ozone is classified as an environmental pollutant.

This company has many names to hide themselves including Sparkle Home Spa Inc., Shianje International, Shianji International and Grandsun.

Damage Resulting = Resulted in $2100 of economic damage plus the time I spent calling them and their headoffice.

Sincerely,

Kevin Kou

Editor’s Note
Call me old fashioned but shouldn’t businesses in a country be forced to do business in one of the two official languages?

As a Canadian citizen I really don’t appreciate it when businesses are allowed to do business exclusively in a foreign language. It’s not right and the government is too spineless to do anything about it due to fears of people playing the racism card. It’s not about racism and it’s not right. Say what you want about Quebec but at least they have the balls to force people to use the official language on their business signs.

It’s fine to do business in one’s native tongue. There are numerous business advantages since most people are comfortable speaking in their original language. But it is not okay to do business in Canada exclusively in a foreign language. It’s not fair to Canadians and down right insulting to Canada. The fact that the return policy is written on the box only in Chinese is offensive to say the least and should not be honoured in any way even if the people buying the product can read Chinese.

Update December 2007
We just heard back from Kevin. Sparkle Home Spa has apologized and finally gave him a refund. He’s satisfied that the issue was resolved and he is now happy. Good work for finally deciding to do the right thing Sparkle Home Spa.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

The letters below say it all – in response to my first letter, I was basically told “too bad, we had an ad – but thanks for your input”… If a company like Best Buy doesn’t control the representations of their employees, I have no idea what I, as a consumer, can do besides bluster. I suppose I need to get the name of every employee of whom I might ask a question… I’ve spent a lot of money at BB over the years, but unlike a neighborhood mom’n’pop, there is no way they can truly appreciate these things. I doubt there’s much that can be done, but I am hoping… thanks

W Gregory Stewart
248 N. Saltair Ave.
Los Angeles, CA 90049

Best Buy
Corporate Customer Care
P.O. Box 949
Minneapolis, MN 55440

Oct. 28, 2006

To whom it may concern:

This is a complaint about deceptive practices and failure to address customer concerns.

On September 6 of this year, while shopping at a local Best Buy (11301 W. Pico Blvd., Los Angeles, CA), my son saw a “Pre-Order” package for a game, 2142 Battlefield. Since it had a $10 price tag, he approached a sales associate and inquired if this was a full price or a deposit. He was told it was the full price. I stepped in to make sure – “so once we pay the $10, that’s going to be it? There’s nothing else we’d have to pay? It’s really the full price?”

The associate looked at the box carefully and told us, “No, that’s the full price.”

BASED ON THAT, we decide to purchase the item; we were told it would be available on October 17. It was not, which led to a fruitless trip to pick it up, but 2 days later, the item was in, and we went to pick it up.

Imagine our surprise to be told that what we had previously paid had indeed been just a deposit. If this had been an item I was purchasing for myself, I would have asked for my money back – but it was pointed out that we were past the refund period anyway, as incredible as that seems. Choosing not to disappoint my son – who had been eagerly awaiting the release of the game, and who was pleased with himself for having made such a seemingly good buy – I purchased the item, determining then to write this letter of complaint. (Since I was not able to speak with the manager, having received only his card – and not even his card, since his name (Rick Palese) was handwritten on it – this seems to be my only recourse.)

WHEN A CUSTOMER ASKS A POINT BLANK QUESTION about the nature of a purchase and receives such misinformation, one can only believe that there is fraud afoot, or incompetence – or both. Regardless, if BestBuy does not train OR stand behind their employees, they should post signs saying “Notice, question-askers – we may not tell you the truth, and we don’t care!”

This is not an appropriate way to do business. I have been informed that the sales associate responsible for the deception can be identified by the number 0374930 – when I asked if that was the person at the cash register, or the person who gave us the bad information, I was told the latter, but of course I have no way of knowing what’s true at Best Buy anymore.

An ironic side note – as I stood in line waiting to not talk to the manager, someone beside me was complaining to an employee that someone had sold her a $100 worth of software she didn’t need, since it was already on the computer.

A pattern begins to emerge….

PLEASE NOTE that after originally writing this letter, I decided to fax a synopsis to Mr Palese (using the fax before mailing it out, just in case he remained ignorant of what was going on, with an invitation to call us to put things right. Nearly a week has gone by and no contact has been made – I can only assume that he has no interest in how his customers feel.

Angrily,

W Gregory Stewart

Cc:

Rick Palese
11301 W. Pico Blvd.
Los Angeles, CA 90064

Best Buy Co., Inc. Attorney General’s Office
Corporate Headquarters California Department of Justice
P.O. Box 9312 Attn: Public Inquiry Unit
Minneapolis, MN 55440-9312 P.O. Box 944255
Sacramento, CA 94244-2550

Better Business Bureau of the Southland Consumer Protection Division
315 North La Cadena Drive Los Angeles County District Attorney’s Office
Colton, CA 92324 201 North Figueroa St., Suite 1600
Los Angeles, CA 90012

November 11, 2006

Steve Taylor
Best Buy Customer Care
POBox 9312
Minneapolis MN 55440-9312

Steve Taylor,

So let me see if I have this straight.

A father and son come in to look at CDs (in this case). Wandering through the store, the son sees an item with a price that seems like a VERY good deal and asks a question of a sales associate to see if in fact it is what it sounds like.

From your response, it seems that I am now to understand there is no point in asking questions and that it is incumbent upon any potential Best Buy customer to go out, obtain a copy every local paper in a three-city area, and look exhaustively through each for Best Buy ads before making any decision to purchase any item, just in case there is information about that item in any of those ads – AND THAT IT IS NOT NECESSARY FOR YOUR SALES ASSOCIATES to already be familiar with the specific of any such ads, and that additionally those associates cannot be trusted to provide accurate answers?

Such a policy really needs to be made clear to anyone entering your store, don’t you think? Possibly a sign that says “Best Buy takes no responsibility for anything their employees might tell you. No responsibility at all.” And then establish a policy that sales associates should be required to inform the customer that any answer given may not be reliable…

It is the height of arrogance to “thank [me] for making [you] aware of [my] concerns” when in fact you have provided neither real sincerity nor true recourse to an angered customer.

Specific questions asked, specific and incorrect answers given – and Corporate out the door, ignoring it all.

Angrily,

W Gregory Stewart

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

Stay away from Kiosk Mobilia! If you have a problem it will take years to resolve and months to get your refund.

This is a long saga that started in September 2004 with the placement of an order for 8 chairs, delivery promised in November 2004. We sold our dining room set in early November. The chairs arrived in January 2005 (Christmas on borrowed chairs), colour did not match wood sample in showroom (sample book has wood samples that are about 1/2 inch by 1/2 inch.

Kiosk had a sale on in January – and the reduced sale price came close to exceeding the restocking charge (or so we thought!) Funny thing – they have decided to base the restocking charge on the full regular price, not the price you pay – so they are really making money here. None of this is on the order form nor are you told before completing the purchase!

So the second lot was ordered in January. Based on advice from the salesperson, a custom colour was ordered and we paid to FedEx a wood sample to Spain. The finally arrived towards the end of April. What a waste of time – the chairs were way off colour and totally unacceptable. Kiosk was going to get the chairs sprayed in Toronto, but after four trips to their refinisher, over 8 hours of wasted time, several months of chasing, and then the refinisher losing the wood sample, we gave up.

So in September 2005, the third lot was ordered with delivery promised again for early November. To be totally safe we went with colour 39 – and a standard fabric. They finally arrived the first week in December, before Christmas – in a colour that was not even in the sample book and teak orange instead of dark brown walnut colour due to an ordering error by Kiosk staff. Kiosk Mobilia committed to getting them sprayed for Christmas – and as usual did not deliver on their commitment – we hosted Christmas dinner on a mishmash of chairs as we did not have enough for our guests.

In January 2006, the sprayed chairs finally arrived – with drips/runs in the staining, and areas on every chair that were not sprayed. We gave up – and guess what.

We got stung for over $400 on the refund – despite the fact that their staff made the ordering errors. If the last lot was delivered as ordered, we would have ended up paying a couple of hundred more than our original order (still less than full price), and this would not have been a problem.

If we had had accurate advice from staff to start with, this whole process would never have been started. It is totally unethical for a company to base their restocking charge on the full retail – when you pay a sale price and not to tell you up front. Just for example – with a $500 chair on sale for $375- your restocking charge is $100 instead of $75 – a lot when you add up the cost of several chairs.

We got bad advice, poor service, total failure to get orders correct and deliveries on time, and then to cap it all off – when the owner – Robert Sidi and I made jointly made the decision on January 26 to stop trying. To get our refund took nearly two months, 28 phone calls (documented with times),8 detailed emails and finally at the end of February a comment to a store manager that we would cause a scene in the store to get action.

In negotiating the refund – the owner refused to speak to us despite the fact that we were always polite, did not swear, did not yell. It was a horrid frustration to have to deal with staff who have no authority to make a decision – so instead of one phone call – it was always two or three. The refund was reduced by the overpriced restocking fees). I figure – getting the refund took over 20 hours of my time – totally unacceptable. We finally got the money on March 16 – and we had to pick up the cheque.

So we went without dining room chairs for 18 months, spent easily over 100 hours on the order by the time you include going to the store several times, phone calls to chase the deliveries, dealing with deliveries, refinisher etc, problems in getting the refund, and paid $400 for the privilege of ending up with nothing.

Just sign us – Totally unhappy FORMER customer – we will never deal with them again and will encourage all our associates and our adult children and their friends to avoid them too!

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

Before I get on this rant I should, and will be the first to, admit that I was late. I didn’t make it on time. I know. That’s not the point.

So I got a job interview. I wasn’t prepared and I needed to get my portfolio together. After a full day of getting all my files together I realize “Crap! I don’t have a portfolio case to hold all this stuff.” Run down to Grand & Toy.

“Do you sell portfolio cases?”

“No. Sorry, we have to special order them.”

Okay. That was a bust but my interview is tomorrow. “What am I going to do?”

At that point I remember about the Loomis Art Store near Yonge and Eglinton. Thankfully I’m right on the subway so it’s an easy trip down to Eglinton. In fact, it’s only three stations away.

Jet down to the subway. Smack the token into the stall and run to catch the train that just pulled in. “No problem.” I think. “I should make it down there with time to spare.”

At that moment the sound that all TTC commuters have learned to fear comes on. It begins with a crackle of the antiquated speaker system.

“Attentichhhh all passengeerschhh on the chhhh Bloor chhh line. There is a chhh ….. chhh. TTC employees are chhhh. We’re sorry chhhhh chhhhh delay.”

Okay. This shouldn’t take long. I don’t really know what’s wrong but this type of thing happens. It’s only three stations after all. Now only two. It should still be fine. Yeah… 40 minutes of staring at the inside of an underground tunnel later, I get off at at Eglinton station.

Maybe I can still make it. I rush over to the Loomis which is about a block and a half from the intersection. I get there. Lights are on. “Phew… I might be in luck.” I reach for the door only to be met with firm resistance. “Is it closed?” I look for the sign. Open till 7:00. I quickly pull the cell phone out of my pocket. 7:03.

I look inside and see that the employees are serving someone at the counter. They see me and quickly turn their eyes away. I wait hoping to ask them to let me in.

Finally someone comes to let the customer out of the locked door.

“Excuse me. I was wondering if I could just buy one thing quickly.” The last few words of that sentence being cut off by the shrew in front of me.

She looks up at me and throws me a well practised phoney smile. “No. I’m sorry that was the last customer.” At that moment I look over her shoulder and see that there is another customer walking through the isles.

I think that I can appeal to her humanity. I begin my plea: “I just need to get one thing quickly. I have a job interview tomorrow and…” She cuts me off again with the same line.

Thought bubble: “What the f%$*k? Is this cow even listening to me?” End bubble. I decided that she was not and walked away.

Once again, I admit I was late. Fine. Three minutes late. But where are people’s humanity? This person could have let me in. It wouldn’t have changed her life much at all. I knew exactly what I wanted. She would have closed the store 5 minutes later and made some money. And I could have gone to my interview. A situation which for some people can mean the difference between paying the rent or eating. But no. Closing the store was more important than showing a little human empathy.

Truthfully, I am not going to be on the street if I don’t get the job and my interview was not till 2 o’clock the next day. I got up early and went down to Curry’s the next day. They have a few locations in Toronto. I went to the location on Yonge near College. They had what I needed and the employees were very polite. The best part was not having to give my money to Loomis.

I suppose that if I had to end this article with a question it would be this. Why have people become so bent on doing everything by the book? Are three minutes really that important?

If people are becoming sheep, then employees truly are little more than trained monkeys. That is the point of this blog. I guess that they could at least train their monkeys in proper customer service. Maybe one day they’ll figure that out like they have in other countries. But it’s up to you as a customer to vote with your wallet. It’s really the only power you have as a consumer.

Thanks for reading and please send us your experiences.