Photo by Jilly Wendell
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On Your Side
Dead on Delivery
By Ron Burley, November & December 2007
How to fight "company policy"
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Q: The flowers I ordered for my 86-year-old mother for Mother’s Day arrived two days after the holiday, crushed and brown. She refused delivery. I called 1-800-Flowers.com a few times to ask for a refund. They said my mother should have kept the flowers and called for redelivery. That was their “policy.” They refused to issue a refund or send new flowers. No such policy is mentioned on the website. Can you help? —Robin Kaphan, New Rochelle, New York
A: Companies often wave around the phrase “It’s our policy” like a magic wand that can make a “problem” customer disappear. Unfortunately, it often does—we’re so used to thinking that “rules are rules.” But in the world of the squeaky wheel, “It’s our policy” is just a gauntlet tossed on the ground. When following the company’s protocols is itself a problem, you have to make your own path.
In resolving this case, I gave the customer-service team one chance to make things right. Late on a Friday I spoke with Eric, who was no help. I asked for his supervisor, and that’s when things got interesting. Anthony came on the line and was immediately belligerent. He angrily told me that he couldn’t do anything about the problem and that he could speak only with the customer. I explained that the customer had called his department several times and had not received satisfaction. Then I explained that I was a columnist representing AARP and that perhaps—instead of being testy and obstinate—he should forward my number to someone higher up the ladder. He refused, told me he didn’t care who I was, and hung up. Squeaky Wheel Rule Number 17: If they act like idiots and you don’t, you win.
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Anthony’s behavior was so egregious that I bypassed my usual next step—a call to the sales department—and went straight to the top. The 1-800-Flowers.com website revealed several e-mail addresses. I dashed off a summary of the situation and a blow-by-blow of my encounter.
The next morning I got a reply from Joseph D. Pititto, vice president of investor relations. We spoke by telephone on Sunday, and he was extremely apologetic. By Monday morning he’d rallied the troops, refunded Robin’s payment, and was ready to send a replacement flower arrangement to her mother at no charge. Pititto acknowledged that no policy exists on what a recipient of flowers must do to obtain a redelivery and said the company and the partner florist involved have taken measures to ensure that such an episode doesn’t happen again. He also promised to “retrain” Anthony, “if possible.”
Total recovered by On Your Side: $83, plus a beautiful bouquet
Ron Burley is a consumer reporter and author of Unscrewed: The Consumer’s Guide to Getting What You Paid For (Ten Speed Press, 2006).
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