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Review 5/10/2011
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Several days before Mother's Day, I ordered flowers on the website Hautelook (through a deal they had arranged with Teleflora) for my mother. The offer stated that the flowers would be delivered the day before Mother's Day. I prepaid for the order and naturally assumed that it would "happen".
However, on Mother's Day I called my mother and was astonished to learn that the flowers had NOT been delivered. With deliveries, things out of one's control occasionally happen so I assumed that the floral arrangement would be delivered LATE--on Monday--but with a note of apology from the florist and/or Hautelook.
I didn't give the order any thought on Monday. I was mortified today, Tuesday--3 days AFTER Mother's Day--to receive, in part, the following email from Hautelook: "We know that this [failure to deliver the floral order] is a serious error and accept full responsibility; we would truly appreciate the chance to make it up to you. Although we cannot replace the floral arrangement you purchased, we are issuing you a full refund for your Teleflora Order and giving you a $20 HauteLook e-Gift Card as part of our apology." Their full refund is required, and I find Hautelook's offer of a $20 gift card as insufficient at best, and downright miserly at worst--particularly in light of the several thousands of dollars I have spent on the website in the past year.
Hautelook, which surprisingly is owned by Nordstrom, a store that seems to cherish its reputation for excellent service, obviously doesn't care about ITS reputation. If it did, it would have sent replacement arrangements immediately to all recipients who failed to get the item paid for by Hautelook customers. Second, an e-mail should have been sent to Hautelook customers notifying them that their Mother's Day orders had not arrived as promised on SUNDAY, not 2 days later.
I will no longer patronize the site--I can shop at Gilt Groupe, ideeli, and One King's Lane, among others. I'll use whatever small influence I have to encourage others to steer clear as well. In summary, customer service has "gone to lunch" or "left for the day" at Hautelook/Nordstrom's.
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