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Bloomex is an online florist, based in Ottawa, that offers same-day delivery across Canada.

But the company has strict policies on returns and refunds. And customers say they can't escalate their complaints when things go wrong.

Colleen Clarke ordered two plant arrangements on the morning of Dec. 31. One was going to Calgary, the other to Edmonton.

"Bloomex guaranteed same-day delivery, which is why I chose to use the company," she says.

The Calgary basket arrived on Jan. 3. The Edmonton basket didn't show up by Jan. 4, when she left for an overseas trip.

Her aunt in Edmonton said the flowers were upside down and out of the basket when they finally arrived. Bloomex has a policy that customers can't get replacements unless they send photos by email. But not everyone can comply.

"My aunt, who's over 75, told them four times that she didn't have a camera and had no way of taking the picture. Finally, she told them to forget it," Clarke says.

Back in Toronto on Jan. 21, she tried to speak to a Bloomex manager. She reached only a call centre.

On Jan. 28, she got her Visa bill showing a refund for the Edmonton order. Bloomex had picked it up from her aunt's home on Jan. 15.

But she was still charged $9.95 each for the two late deliveries.

"At this point, I am spitting mad," she said. "I want the two delivery fees deleted and an apology for the horrific treatment, live on the phone by a management person."

I found many Bloomex complaints online. The Better Business Bureau had processed 37 complaints in midwestern Ontario and 63 complaints in eastern Ontario. (There's no BBB in Toronto.)

"The company has an unsatisfactory record with the BBB due to its decision not to accept or respond to complaints from the BBB," both bureaus said.

When I called president Dimitri Lokhonia, whose name I got from the BBB website, he called me back right away. He said Bloomex delivered 10,000 orders a month. By cutting out the middleman, the company could offer fresher flowers and lower prices.

Clarke should have read the terms and conditions, posted online and sent by email to her, he said.

Bloomex doesn't deliver on Sunday and statutory holidays. Nor does it offer same-day delivery in Edmonton. That's available only in Toronto, Ottawa, Montreal, Calgary and Vancouver.

Because she'd placed her order on Dec. 31, she couldn't expect same-day delivery.

"Some people are not happy. As a consumer writer, you can understand that," Lokhonia tells me. Posting a comment at the On Your Side blog, he tries to explain the many complaints.

"We compete against all local overpriced flower shops and sometimes owners of these shops put their comments online, pretending to be an unhappy customer."

He sends me Clarke's file and I can see why she's angry. All the communication is at her end and she never gets a response.

On Jan. 23, she asked for someone in authority to call her or she'd go to the newspaper. A note on her file said: "Order was picked up. She was refunded. Nothing we can do at this point."

Bloomex boasts about caring for customers and uses [email protected] as its email address.

But if Lokhonia truly cared, he would pick up the phone when customers asked for a manager, stop badmouthing complainers and start co-operating with the BBB.

Then, he'd see his online business really start to bloom.

Write to [email protected]

Awful service from Bloomex! I had ordered flowers to be delivered to an address where my Mum was at for ONE NIGHT ONLY. Flowers not delivered due to weather (understandable, but why not call and TELL ME so I could cancel?!), and since they were closed Sunday, I couldn't call. I called in Monday to see about their whereabouts, and was advised they would be delivered that day. Provided new address to deliver to. Called back 10 min later to ensure they would be FRESH flowers, and again the new address was not on files, so I gave it to them again. My Mum called me on Tuesday to say that the flowers had been delivered to the wrong address, the one from Saturday - so she drove half way across Toronto to pick them up! I called to complain, and all they offered was to pick up the flowers to take them back, and refund money. Still no flowers! I have called 8 times asking to speak to a supervisor, and left numerous messages/emails. They are hiding... and refuse to get back in touch. Obviously I should have read this article first http://www.thestar.com/article/308355

I will be contacting Bloomex's President, Dimitri Lokhonia at (613) 228-7673.

They are NOT a member of the Better Business Bureau, because "Based on BBB files, this company has an unsatisfactory record BBB Definition:

unsatisfactory record - A company has an "unsatisfactory business performance record" with the BBB is based on the experiences reflected in BBB files. This file condition results when the company has failed to resolve or respond to complaints, repeatedly failed to respond or resolve issues in a timely manner, failed to resolve the underlying issues for a pattern BBB Definition:

pattern - More than 2 complaints involving the same allegations usually within 12 months that are significant in relation to the company's size and volume of business. Of complaints, failed to honor their commitment to mediate or arbitrate disputes or honor mediated agreements or arbitrated decisions, failed to substantiate, modify or discontinue false advertising claims that are challenged by the BBB, or failed to discontinue unauthorized use of the BBB name and logo, a Federally protected trademark. "

I ordered flowers to be delivered between 12-5 p.m. The flowers were brought to the house in the morning (wrong time). No one was home. Attempted delivery again the next day. No one was home. The next week when I learned of the situation I phoned and emailed several times and was offered a refund for the flowers ($37.99 plus tax), but not the $9.99 delivery fee. I asked for a full refund, not willing to pay for a delivery service that was not done properly (wrong time). My request was sent to a disputes dept. I received an email, and reimbursement of $29.22, less than what I had been previously offered on the phone ($37.99 plus tax). Subsequent emails have gone unanswered.

Paid extra to have flowers delivered in Evening. They did not deliver at all. I called and no answer. Did not return calls. I called my credit card company to have them reverse the charge and reported them to the BBB. The BBB did not get a response from them at all. A week later flowers came dead. This company should be shut down. They are not even close to reputable. They take your money, and thats it. They hide from you. Horrible company. Do NOT BUY FROM THEM!!

Order No. : 752092 Approximate cost: $100

No one from Bloomex has ever resolved my outstanding complaint (replacement or credit) for a shipment of almost dead flowers. I trusted this people and paid them in good faith and they have not honoured their part of the agreement (email PO).

Numerous emails sent, no replies. I even tried calling their toll free line - no luck. Bandits.

Very disappointing. I can only recommend that people avoid this company so they disappear on their own.