“While I’ve waited several weeks to write this review in hopes that the CEO of Bloomspace would rectify an extremely disappointing interaction, my experience with this company and it’s top leadership has only continued to deteriorate. I therefore feel compelled to warn others in hopes of saving them from the same horrible experience. I purchased a “jumbo” rubber plant for over $400 yet the plant I received was only 3 ft tall. Although the company agreed to uphold their refund policy, they stopped responding to me to arrange the return of the plant. I was subsequently forced to call my credit card company to request assistance at which point the CEO finally arranged for the plant to be picked up. Now the CEO refuses to refund me my money even though the plant has been returned. Bloomspace and it’s top leadership are a disgrace and I warn any potential future customers to take your business anywhere else. I only wish someone had warned me before I made the unfortunate decision to purchase from this shameful company.”
Ah, I guess there's always one and although we would not normally respond to a negative review in such detail, we feel that the slanderous claims made by this customer justify it.
First, the plant purchased by this customer was exactly as described on our website and in fantastic condition both prior and after delivery to the customer. We know this because we have photographs prior to sending the plant, after the plant was received by the customer (provided by the customer no less), and then again after we arranged free of charge for the plant to be picked up and returned from the customer to initiate the return process.
Despite our offers for the customer to keep the plant and be compensated (out of a gesture of goodwill) with additional plants free of charge worth over $200 and also to provide store credit well over the cost of their order, they insisted on a full refund. Of course, they expected the plant to be picked up and returned to us in Sydney free-of-charge.
Due to not responding to their emails in a short 3 or 4-day window, we were subsequently notified by our bank and e-commerce provider that a chargeback had been initiated against us for "unacceptable product quality". We explained to the customer that this was not in either of our best interests and that they would not receive a refund for several weeks due to the way payment processing companies and e-commerce providers operate, they refused to drop the chargeback. We offered (and are still happy to do so) a complete refund provided that they withdrew or provided in writing that they would be withdrawing the chargeback.
We attempted to call the customer numerous times, in which no phone call was ever accepted by the customer. We tried SMS'ing the customer and even WhatsApp'd the customer. Again, no response.
It is a substantial risk for us to provide a full refund to a customer while a chargeback is still pending against us, as the customer can receive 2 separate refund amounts, and there is very little we can do about it if they decide to keep both. This has happened to us previously and despite providing documentation of how chargebacks work, the customer refused to drop the chargeback.
We went above and beyond for this customer. The plant they received was stunning and we are more than happy to provide pictures and documentation of this. They fail to mention that they purchased a plant AND a planter and that the cost of the planter was substantially more than that of the plant. The plant is 1.3m in height from the ground to the top leaves and has multiple thick stems that branch in different directions.
For anyone reading this review, please take it with a grain of salt and refer to our 200+ 5-star reviews across multiple review sites. We are a family-run business that prides ourselves on providing the highest customer service possible. We would never take someone's money unlawfully or fail to provide a refund if they were unhappy with the product. We have done everything possible to remedy this with the customer but to no avail.
“Plants were well packed and arrived in good condition, and have settled in well (they arrived a bit over two weeks ago). Bloomspace did a top job, which was greatly appreciated :)”
“I have never bought a plant on line before and could not have been happier with the personal response to the sale. They were also very good at ensuring it was sent on a date that suited me.”
“I bought online from bloomspace vast variety of indoor plants and couldn't be happier,they were delivered quickly and securely, I'm very pleased with my purchase and love my plants,thank you bloomspace”
“I ordered a plant for my brother and sister-in-law which arrived on Sunday evening, the day after I ordered it. They are very happy with the plant which is a very healthy specimen. Thanks BLOOMSPACE for your wonderful service.”
