Bloomex
Complaint 337689 Details

Flowers and fresh fruit ordered to be delivered to me in Australia for my birthday. Items arrived damaged, no refund offered and customer service is providing false names, withholding details required to make a complaint and terminating calls.
On the date in question, two boxes are found left outside my door at 9:50am. No attempt to ring bell. Flowers found to be wilted and black and near perished, the fruit was visibly damaged and bruised and with visible white mold. I immediately called the company on the number provided and the call was answered by somebody claiming to be called "Samantha". The tone of the call handler was defensive and attempted to deflect the complaint by pointing to their terms and conditions and practices. Samantha advised me that "we are following our regulations to leave items outside the door if we feel it is safe to do so". I advised that I did not want these items and wanted a refund. I was advised that refund was not an option and "against the customer policy". At this point I asked politely to speak to a manager, and was advised by Samantha that she was the manager, I asked for the company address details and contact name in Australia so I could write to them and was advised that "we are not required by law to give you this information" she then terminated the call. Subsequent calls were ignored until I waited and called back 10 minutes later and got through to the same person, with the identical north American accent and tone of voice, who then advised me her name was "Caroline". I believe these to be the same person. "Caroline" also told me she was the manager, refused to answer any questions about how I may contact the company to complain about my experience and disconnected the call.