Tom B.

This was the worst experience I've ever had purchasing flowers. I ordered THREE different bouquets for Valentine's Day, and NOT ONE arrived before 4 p.m., and two arrived after 5 p.m.

I expressed concern about the late deliveries, suggesting that Bouqs make a determined effort to alert customers that their "special day" delivery actually might be a "special night" delivery, but I received neither compassion nor help from customer service — just a "Sorry, we'll pass along your concerns" message (times three). The flowers were adequate — nothing special — but very expensive, and all I got to show for my money was three late bouquets and a classless response from customer service.

I will NEVER order from this abysmal company again.

I've ordered from Schwan's for 25 years or so, and it's always been hit or miss when it comes to service. But my latest experience makes it clear the company is now second-tier at best.

I placed an order in early November; my order included a number of items I planned to use for Thanksgiving, and my credit card was charged. I was told my carrier would be by on the Monday prior to Thanksgiving, between 9 a.m. and 6 p.m. When the carrier hadn't arrived by 7 p.m., I called Schwan's, and the rep was baffled as to why my order hadn't been delivered. After several minutes on hold while she investigated, she told me the driver hadn't actually done his route that day. She said she had no additional information -- and no way to contact the driver or his local branch -- but she assured me that she could reschedule the delivery for Wednesday (the day before Thanksgiving) for between noon and 3 p.m. I emphasized the importance of receiving the order before the holiday.

At 4 p.m. on Wednesday, I called to ask about the delivery, and was connected with an annoyingly upbeat and chipper male who, once I explained the reason for my call, put me on hold for several minutes, only to inform me that... guess what? -- the driver hadn't actually done his route that day, and... of course... he had no way of contacting the driver or the local branch. And gosh, he was very sorry, but that he'd be happy to reschedule the delivery for after the holidays. I was decidedly *not* upbeat and chipper, and expressed my frustration. He could say nothing other than, "I understand." I canceled the order.

The Friday following Thanksgiving, I called to ask when my credit card would be refunded. The rep assured me the order hadn't been processed, so all my credit card would show would be a "pending" charge. Not so. The card was charged the full amount of the delivery, minus two items that weren't in stock. Though she kept insisting I hadn't been charged -- "because that's not our policy" -- I offered to send her a screen shot of my credit card statement I was viewing on my computer at that moment. She said she couldn't access email images. I asked if I could speak to a supervisor or someone in billing to discuss the issue. Once again, she insisted the charge was merely a "pending charge" (nearly two weeks after I'd ordered), and that she had no way of forwarding my call. She couldn't have been any less helpful -- or any less compassionate.

The most frustrating part of all of this is how helpless Schwan's customer service is. They have no contact with drivers or local branches, they can't connect you with someone at the company who can assist you with your specific problem, and they seem to have little respect for their customers (and little pride in their company).

This was my final dealings with Schwan's. I've cut them slack (lots of it) over the years, but I won't order from the company again.