I would like to start by saying that I have enjoyed the services provided by Edible Arrangements ever since they have arrived in my area. In fact, just in the past year alone, I've spent over $1000 on personal, business and last minute in-store gifts from quite a few of their locations. There is one location though that has recently proven to be sub-par compared to the others in my area, and it makes me think twice about spending another dime on any of their goods.
As someone who runs a small business and deals with clients on a daily basis, I know what great customer service is and in order to make that client experience great you need feedback, both good and bad, so that you know what to improve upon. Unfortunately, I'm writing to express my experience with the latter, especially at the Fall River, MA location.
On April 11, 2011 I visited the website to order a birthday arrangement for my mother. Per usual, I received an email confirming my order for the Regular sized "Delicious Fruit Design" arrangement with a Birthday Balloon Bundle to be delivered on April 12, 2011. After delivery and tax, my invoice totaled $87.61. Having placed my order and expecting everything to go smoothly for the requested delivery date of April 12, 2011, I called my mother and told her to be expecting a surprise delivery at her place of work the next day, which was her actual birthday.
On April 12, I anxiously anticipated a call from my mother confirming delivery of the arrangement, just as excited to receive the basket as I was to give it, but the call never came. I checked the status of my order on the website at 5:00PM and it indicated that it had been delivered, but when I met up with my mother at 5:20PM that same day she said that she never received any delivery or even a phone call saying it would be delayed and she had even stayed at work later than normal in hopes of still receiving the delivery. I was crushed and quite embarrassed that this arrangement, the only gift that my brother and I had purchased for her birthday, did not arrive as expected and my mother had to spend extra time at work on her birthday for no reason.
In an attempt to rectify the situation I called the Fall River store at 5:32PM and got a pre-recorded message that the store was closed, but their regular hours show that they are supposed to be open until 7:00PM. I tried the store multiple times, to no avail, and finally decided to call the 800 number listed on the website. I spoke to a customer service representative that informed me that she could not get through to the store either and she recommended that I call the store the following business day to find out what happened to my order.
On April 13, 2011 my mother called to let me know that someone had called and left a voicemail on her work phone at 5:42PM the previous night indicating that they had attempted a delivery on the April 12, but were unsuccessful, which is quite curious because I called the store before that an no one answered. I clearly indicated that it was a business address when I placed the order and it states on the website that business deliveries will be made by 5:00PM. At 1:00PM on April 13, I contacted the Fall River store as directed and asked to speak to a manager. The woman who answered indicated that she was the manager (in a not-so-friendly tone) and as I explained my situation, she cut me off and stated that she wouldn't be able to do anything for me until she talked to the driver from the previous day to find out what happened. Before we ended our conversation, I asked for her to AT LEAST refund the delivery fee of $12 since it was not delivered on the day I had requested and she offered only an additional 10% off of a future order (which I honestly don't feel inclined to use now). I then waited for over an hour for her to call back to fully rectify the situation, at which point she left me a voicemail saying that the driver didn't really have a good reason for not delivering my order on the day specified and that they would try to deliver the arrangement that day instead.
I finally got a call from my mother early in the afternoon on April 13, confirming that the delivery had been made, but there had been another mix-up. My mother's birthday arrangement was delivered to another employee at her work because the incorrect tag had been placed on the arrangement by the Fall River store. Apparently another arrangement had been ordered for someone else at her work and was not delivered properly either (it was delivered by the same driver on the same day only later and when it arrived it was in horrible condition and the driver seemed to be very indifferent).
I do understand that the locations are individually owned and operated, but given the deeply personal nature of the delivery and how nonchalantly and inadequately the issue was handled, it has ruined my faith in Edible Arrangements as a whole. DO NOT GO TO THIS LOCATION! read more
