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By the time Eric Toda s work day was winding down on Feb. 14, onething was clear: 1-800-Flowers ( FLWS ) had failed to deliver a bouquet to his wife on Valentine s Day.So Toda did what any reasonable Facebook employee would do: He wenton Twitter to complain. As he stated in his initial tweet, @1800flowers whats the point of paying extra to have flowersdelivered on 2/14 if theyre never delivered? riddle me that. RIDDLEME THAT! When Monique Gill of San Francisco tweeted that he should have gonewith ProFlowers instead, Toda responded that he wished he d senthis wife a pizza before adding i hate you @1800flowers . Thestream of Twitter invective continued for hours, with Todademanding that in addition to my refund I want you to write me aletter explaining what happened, but everything has to rhyme. Hecompared the online florist s customer service unfavorably to aprostate exam and the Department of Motor Vehicles beforethreatening refund, now. Or its hardball time. For 1-800-Flowers, dealing with disappointed customers like Toda isall in a day s work. But throw in dozens of angry customers on thesecond-biggest day for flower deliveries all year (Mother s Day isfirst), and crisis can ensue. For much of Valentine s Day, the company s Twitter feed was astream of angry posts from men and women whose flowers had arriveddead, damaged or more often not at all. Messages ranged from thehaiku-like thanks for nothing and 1800flowers sucks todesperate pleas for last-minute roses and full-scale profanity.Through it all, a handful of apologetic staffers with names thatincluded Stephanie, Rachel and Kim scanned the Twitter landscapefor kvetchers and crafted responses to customers such as@StrongAsMeat and @DirtyohDirty. Not everyone felt the glow of a warm response from the florist steam. Nicole Brockhouse of Jacksonville, Florida, says herboyfriend placed an order for a dozen roses, received confirmationthat they were delivered, and had to explain why they weren tthere. Several calls went unanswered while her tweets and messagesto the company yielded nothing. Brockhouse says there s no excusefor poor customer service from a florist on Valentine s Day. This is their field of expertise, says Brockhouse. Theyshould have been better prepared. Was Valentine s Day 2012 worse than usual in terms of deliverysnafus? 1-800 Flowers CEO Chris McCann didn t respond to a requestfor comment, making it hard to tell. But clearly it s easier fordisappointed customers to be heard now, via social media. Customerscan at least take heart in the fact that their online outburst gotsome notice. With 1-800-Flowers following everyone who d made acomplaint, victims got something that s arguably more special thana second-day bouquet: a chance to expand their Twitter following. The e-commerce company in China offers quality products such as Kids Play Rug , Fabric Pop Up Displays, and more. For more , please visit Acrylic Display Holders today!
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