Poco Posy

Poco Posy – New tagline - Flowers that cause more trouble than joy. Highlight from Bec the owner - “Stop getting worked up. It’s only flowers” I placed an order on Monday morning, asking it to be delivered to my friend on the Tuesday. (Get better soon flowers) I received a paypal notification the order had gone through but no email confirmation or text message (I signed up to text alerts). On my order I asked could it please be delivered before 12pm. Usually I wouldn’t ask for a time, but I was concerned as she’s not well, she wouldn’t be able to work through to the afternoon. I call at 11.40am to see how they’re travelling. I was told that they can’t guarantee time requests. I completely understand and ask if he has an idea when it will be delivered. Apparently there was only a few orders before mine and they were close so about 12.30pm. 2.30pm – I call to check on order. My friend is about to leave to go home. Can’t get hold of them, message bank says they shut at 3pm. Leave a message. Wait 15mins. Nothing, so I message on Fbook. I get a return call from the owner. My friend is literally walking out the door at this point. I’m relieved until I hear “Stop getting worked up. It’s only flowers” the owner says. I was keeping my voice low as to not let me friend hear in the next office so I obviously wasn't raising my voice! She then repeatedly cut me off when I tried to explain I only called because I was concerned after I was told they should have arrived 2.5 hours earlier and as I’d also not received any confirmation of my order, I didn’t know if I would hear from them again. She left to call the driver. Driver didn’t answer. She then told me the driver was trying to call her back but then missed their call while giving me a sob story about how “it’s a $35 service and you get what you get”, "Always getting people call asking where their order is,” "You're upset with your friend not me”. That I must have put my phone number in wrong and email must be in the junk (I checked junk before I called - not there. And I received the delivery text message at 3.07pm so I can’t have put it in incorrectly then). System error/glitch obviously. She called the driver back, then me again to let me know they were only a few orders away. (Ugh still only a few orders away now 3.5 hours later… Cool) I told her I was over it. My friend is gone, the thoughtful gesture is ruined and I’ve just ended up in phone tag over “only flowers”. When they finally arrived it was just 3 flowers no joke (much smaller than shared on website/insta). Here’s a customer service tip - First – just tell someone approximately when they will arrive. If when I called at 11.30 I was told they’d be there by 4pm, I’d be disappointed hoping they'd come earlier, but I'd understand and not worry where they were until 4pm. If you tell me approx. 12.30, I’m gona stress by 3pm yeah, especially when your message bank says you shut at 3. If someone is worked up because they don’t know where their order is. Just apologise. No tone. No rudeness. Don’t complain to your customer. Don’t blame your staff. Don’t blame the customer. Don’t tell the customer you can’t look anything up cause you’re on your mobile. Just apologise. Just be calm yourself. And then say you’re going to look into it. That’s all anyone needs. Life tip - If I was a florist and referred to my business as “only flowers” I’d probably change business. I'm sure you will try and blame me again. But since you repeatedly cut me off and didn't let me explain, you can read my side in a review.

Made this exact comment in the first instance on Facebook but was immediately blocked and my review deleted. Just another example of poor customer service. My girlfriends and I use Poco Posy frequently. After receiving an aggressive, heated phone call from Poco Posy tonight (for enquiring at 7:40pm on her Friday night *end quote*), after trying to call all afternoon to find out whether my grandma's 95th birthday flowers had been delivered, I will use other flower companies that have the emotional intelligence to deal with simple customer service frustrations. Poco Posy, what I was trying to explain as you aggressively spoke over me.. was that you sent a confirmation message on Wednesday saying they had been delivered. I called immediately as they were not due for delivery until Friday... you had accidentally sent that confirmation and they had not been delivered anyway - no worries, these things happen and we were all smiles. You can imagine my frustration when I've tried to call you since 4pm this afternoon after not receiving your confirmation message or a thank you phone call from my grandma (it also being a Friday, and no chance to deliver until Monday if you made a mistake... 3 days later - I live in Sydney, so I can't take anything to her). Yet.... I'm still wondering why I was the one aggressively spoken at and hung up on? ...I'll just take a refund and a shrug off thanks.