Brandon Muramatsu

Does FTD comprehend engrish?

I’m not convinced that they do.

Today, I got a call from FTD customer service:

  • It took me a good 15 seconds to figure out who the hell was calling.
  • I had to ask 8 times to speak with a supervisor. After time number six I was offered 15% off. I continued to ask to speak with a supervisor. The incomprehensible lady continued to push for my agreement to deliver on Monday + 15% off. I continued to insist on speaking with a supervisor.
  • I should not have to ask repeatedly to speak with a supervisor. That just means the individual I am dealing with is stonewalling me, or the company has a policy in place to prevent a customer from speaking with a supervisor.
  • Finally, “Please hold while I transfer you to our one on one supervisor…”
    • 2-5 minutes later. “Please hold while I transfer you to our one-on-one supervisor.” Uh ok, I thought you did that a few minutes ago, but whatever.
    • 17 minutes into the call I got to speak with a supervisor.
    • She offered a new compensation offer: 30% discount, $10 off on a future order.
    • I counter offered with 30% off and waive the service fee.
    • She returned with 40% off and the $10 coupon for a future order.
    • I guess I’ll accept that because they’ve called late enough that I don’t have any other options.
    • “Please be assured we will be taking care of your future orders with FTD.com.” I’m pretty sure you don’t want to say that, when you’ve demonstrated how well you can take care of the current order. I’m just saying.

I think FTD may spend more on customer “service” than on their delivery network. Which, if you think about it, means that they’re failing in their primary business–that of delivering flowers.

IF the website had not indicated that delivery on Saturday or Sunday was possible, I would have just called a local florist right away. However, they called late enough to say that the local florist was unable to deliver the flowers until Monday. Fail. Fail. Fail.

(…hopes that FTD has someone that comprehends English monitoring social media channels…and waits to see how long it takes to get a reply…)

Update: I’ve confirmed it FTD customer service is just plain incompetent. I have no idea what country they have their customer service in, but #ftdfails.

/by