florencebymills.com

poor customer service

I've ordered from Florence by Mills ( both from their website as well as on Amazon) several times now. My purchases have ranged from coffee ( which I really enjoyed) to lip gloss to clothing.The last purchase I made was from their website and was for two sets of the chunky flannel outfits ( long sleeve top and pants). The order must have been delivered to the wrong house as on the tracking it was marked as delivered but we didn't get it.I reached out to customer support to let them know and was surprised in how they handled the issue. Instead of telling me something like to wait a few days to see if it ends up getting re-delivered and to get back in touch if it does ( to get a refund or replacement shipped out), the person told me they would submit an inquiry to the shipping service and would get back to me in 14 days with what they said. She never got back to me.The other issue is that the tone of the customer service person's messages at one point seemed almost passive aggressive. I wasn't sure when I had sent her a response if the message had gotten sent so I wrote her asking if she had seen it, not to pester her but to find out if it hadn't gotten submitted, and she seemed perturbed. I may be wrong as it can be hard to tell a person's tone by writing, but it did seem that way.In summary, I never an update regarding my lost purchase from customer support nor did I get a refund. I get it's not Florence's fault my package gets lost but this sometimes happens, and as a company, they need to be able to handle it appropriately and make the customer happy so they will trust them and return to purchase again. This whole situation has deterred me from ordering in the future and if I ever do, it will probably be via Amazon so I with then know their customer support and shipping will be better.

Date of experience: Mar 17, 2025