CANADIAN ONLINE FLOWER COMPANY TAKES COMPLAINTS SERIOUSLY
OTTAWA, June, 2008 - Bloomex, the fastest growing online florist in Canada, has come together with Ellen Roseman of the Toronto Star. This encounter came about after several customer complaints were published on Ellen Roseman’s blog site, which had imprecision of Bloomex policies and procedures.
Mrs. Roseman, who describes herself as an advocator for consumer issues, positions herself on the side of the consumer to battle alongside annoyed, testy and disgruntled consumers in their dealings with big companies. Her blog site is just that, a place for discontented consumers to voice their experiences, and deter others from dealing with certain corporations.
The owner and President of Bloomex, Dimitri Lokhonia, met personally with Ellen Roseman to give clarification, and resolve some of the misapprehension of Bloomex policies. Mr. Lokhonia admits that there have been mistakes in the past, and in an effort to correct these issues, we implemented a new system that will allow customers to get answers to their questions almost immediately. “We could not possibly predict the enormous growth of Bloomex, especially in the past year”, says Dimitri Lokhonia. “We realized we needed a more interactive, customer centric system that is easily available, and understandable to our customers, which is why we created these two new systems”
Bloomex, a national Canadian online floral company, offering various floral and gift arrangements throughout Canada and the U.S. via its online computerized system. Since it’s inauguration in January 2006, Bloomex has grown to an exponential growth rate of 200%. The magnitude of its success was unpredictable, and in the light of this development, Bloomex Management implemented new systems to properly deal with the quantity of orders being placed, designed and shipped.
With the initial installation stages now complete, Bloomex was pleased to announce the implementation a state-of-the-art customer service system in order to keep pace with the company's dynamic growth. This new approach to customer service will dramatically reduce hold times, eliminate the need for customers to repeat information after arriving at a live customer care representative and even allow customers to chat live with a service agent, resolving their issues faster and more conveniently. In addition to this ultra-modern customer service system that has received optimistic reviews, a new tracking system will work in conjunction and hold all our employees accountable. Bloomex anticipates this new tracking system will improve overall customer satisfaction.
”Our customers are always our #1 priority and we continuously strive to provide the very best products and services”, says Angela Malik, Customer Service Manager of Bloomex. “ We are confident that our two new systems will alleviate some of the issues that have faced us in the past.”
After the initial meeting with Ellen Roseman, Dimitri Lokhonia placed Michelle Robitaille, the Public Relations Manager at Bloomex and Ellen Roseman in contact to assess some of the past complaints, and give Bloomex an opportunity to correct situations where they made mistakes. Michelle Robitaille has reviewed each complaint seriously, extracting all order details from the Bloomex system to determine accountability and try to rectify them. This has initiated customer refunds, credits, discounts and re-sending of products where Bloomex has taken the initiative to regain customers that have had unsatisfactory dealing with Bloomex, as well as ensuring these concerns do not arise in the future.
“Our goal is to address the issues of past Bloomex clients, and offer them reasonable compensation where we made mistakes. Due to the nature of our business, and human error, we do make mistakes, but we always try to resolve these as quickly as possible to maintain customer satisfaction.” Says Michelle Robitaille. “We have made several changes to our website so that our policies and guarantees are easily visible in numerous locations across our website, eliminating unjust expectations. Bloomex’s business model continually permits them to provide the freshest flowers possible at the lowest price.”