Melbourne Flower Merchant — Local services in Melbourne

Absolutely APPALLING customer service. I have used Melbourne Flower Merchant quite regularly in the past to buy gifts for staff etc. and went into the store on Wednesday 10th April to purchase 2 bunches of Hydrangeas for a student graduation (that was happening the very next day). The lady that originally served me was fine and quite friendly, organised the flowers for me and off I went. I came in to the campus the very next morning and the white Hydrangeas were completely dead. Obviously being very disappointed after spending $70 on flowers that didn't even last 24 hours, I walked back over to the shop with my receipt and photos of the flowers. I was greeted by a young gentleman who then pointed to the direction of who I am assuming is the manager - or atleast the person in charge on the 11th April. I explained what had happened and that I would like a new bunch as they should last longer than 1 day and under no circumstances would he help me. He said that they were airlocked and then gave me a long drawn out explanation as to why they died...which to be perfectly honest I could not have cared less about - I spent $70 on flowers that I just ended up throwing in the rubbish bin. Any normal customer, would have taken them and put them straight in water(as I did). If they needed special treatment, the lady who originally sold them to me should have recommended another sort of flower or at least mentioned the after care of them. He was extremely rude, tried to blame everything else under the sun rather than accepting responsibility and offering a solution. He told me to bring them back so he could try to bring them back to life?! Are you kidding me... ?? Thank you Flower Merchant for wasting my time and money. I most certainly won't be coming back and have been sure to let everyone in my office know not to use your services either. Get better management - yours is just as bad as your...

Can't recommend.. disappointing on several levels. None of the lilies bloomed, and then their customer service was lacking when asked to replace the arrangement. When your business is gathering goods from other vendors and arranging them, the overall product, together, is what you are selling.

Imagine paying to go to a ballet and finding out that the orchestra couldn't play. You'd want to go to a production as it was supposed to be, right? But then imagine when you ask for a replacement ticket you are accused of trying to see two shows, as if you are trying to steal something. Instead you are told to watch the dancers on stage, and you can get a CD of the music later. After all, it's not the venue's fault that something happened to the orchestra. You'll still got both pieces, so the experience is what you paid for...... NO?? Not ok?

After three days, none of the lilies had bloomed. After several discussions with the staff and an email with pictures, the manager agreed that the lilies were bad, but would only replace the lilies themselves. When I said that I felt they should replace the arrangement, they said that I "would have flowers for two weeks, rather than the one I'd paid for." No.. I would have had the one arrangement my husband had ordered, since the first one wasn't what he paid for. Then I was told that it wasn't their fault that they got a bad batch of lilies. Although the issue might not be their fault, it is most definitely their responsibility, as they are the ones gathering and selling the product as a whole.

At the end of the day they would only provide a bunch more lilies.. which also didn't open.

Unfortunately having to go pick up two CD's of just the orchestra playing still doesn't, nor would it ever, make the experience what you wanted, expected,...

I've made an order for an anniversary, in person, three weeks in advance and paid in full! I gave them full flexibility about what flowers to use and the delivery address in also in the CBD, literally two blocks away. The only requirement I had: deliver in the morning, as early as possible! The delivery address was a governmental building with 24/7 coverage.

It's almost 3PM and after calling the shop four times with no answer, I finally got someone that told me very blunt that my order was not delivered and "the driver is in the area"...

I was a florist for more than a decade on two continents. I've had thousands of orders to deliver and made many of those myself. I know that my order was the ideal one: way in advance, close proximity address and florist choice of flowers.

Floristry is a bit art, a bit business but A LOT customer service!

Customer service that I didn't had today... Flowers without customer service are just "herbs".

I fully understand a business may not function correctly sometimes and sometimes mistakes are made. And that's why is important to say "sorry" or *apologies " and try to fix any issues a client may have.

Didn't happen today and I feel let down.

You lost my trust, my business and my share of "viral marketing "!

Disappointed!

Later edit: flowers were delivered around 30 minutes after my initial call. And the florist who made them is really good! And the...