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AVAILABLE

TIME FRAME: 9am - 5pm business & school 9am - 8pm residence

customer contacted via chat// customer customer contagted via telephonic//

offered $15 sp to make it right// processed $15 sp// offered redelivery to make it right// customer agreed// processed redelivery offered redelivery to make it right// customer declined//

** I understand your concern and thank you for sharing this with me. I apologize that your order arrived not as expected, I'll be happy to make it right. But for me to properly address you, may I have your first name pls? thank you, __ how about your order number so I could check that for you. Thank you,

*** Let me just pull up ur order. PLS HOLD-ON. okay, thank you. for verification purposes, may I also have the recipient's name and delivery date? Thank you for verifying, _______. May I put this call on hold for a minute or two so I can CHECK/PROCESS your order? Okay, thank you very much,.

****Thank you for patiently waiting, ___. Upon checking here..............

***** make it right. pls allow me to make this right for you. Would u like me to process a redelivery for this order?[how does that sound?]

[JUST IN CASE!!!] but however I'm afraid that I can't process the add on that u choose but I assure you that we will process the partial refund for add on/s {we will just sent a req for the shop to also add your add on/s for redelivery.}

******I was able to process the REDELIVERY/REFUND

******* And since we wanted to have another change with you, allow me to give you a $15 savings pass that u can use towards ur next purchase with us. [DO NOT OFFER TO THE SYMPATHY & MAKE SURE TO CHECK IFSAME CX/RECIP TO OFFER APOLOGY CALL]

******** Will it be okay if I'll call the recipient to apologize as we are not able to deliver the gift?//////[approved or not then apology]

*********DOUBTFUL

WILL U GIVE ME A MOMENT TO PROCESS THIS?

END: *** Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I resolved your concern to your satisfaction?

***thank you for giving me the opportunity to make this right and for trusting us here at [BRAND]. Bye for now, ______.

*** since u have me on the phone. pls allow me to have a chance to assist u. TRANSFER: [I understand, and I’m sorry that you’re not satisfied with our interaction. I’ll connect you with our supervisor/manager right away so they can assist you further.]

***I understand you’re experiencing difficulty placing the order due to the payment method. To make this easier for you, I can process the order on your behalf with your permission. This way, we can ensure everything is completed smoothly

***I’m really sorry your order still hasn’t arrived, especially after paying extra for delivery.

STATUS CHECK: ***Thank you for reaching out to check on your order. I completely understand how important it is to know where things stand. Can I put this call ON HOLD for a minute or two so I can review your order? -------- upon checking your order is currently in transit and expected to arrive by ________ DID NO RECEIVE THE ORDER/RECEIPT ***I’m very sorry to hear that your order has not arrived. I understand how frustrating this must be, and I sincerely apologize for the inconvenience. Let me make things right for you by having a nice arrangement redelivered to the recipient. [MAKE IT RIGHT]

***I sincerely apologize that you did not receive your receipt as expected. I understand how important it is to have this documentation, and I regret the inconvenience this has caused.

                                 SISTER BRAND TRANSFER

***I completely understand your concern, and I’d really like to help. However, since your order was placed through our sister brand Harry & David, I only have limited access to their system and can’t fully assist with the details of your order here. To make sure you get the proper support, I’ll provide you with Harry & David’s direct number so their team can assist you thoroughly. They’ll have complete access to your order information and can resolve this for you."

----------------------------------------March 28----------------------------------------- **7:30pm-8pm

  1. email;
  2. chat// abc// W01005973020296// quality// doesn't want the same arrangement// kitty 3.W01005972918726// chat// abc// went wrong// chand...//

5

**8pm-9pm

  1. chat// beverly// email cancellation// unavailabale[pre-break] for almost 30 mins since it's my first break and still have 2 chat interaction & 3 notes

5

**9pm-10pm

  1. try to place online// cco text 20%// 45069 zip code// Emily// buttercream 52201 & 284501

5

**10pm-11pm

  1. unacail 11pm- //

5

**11pm-12am

  1. 11:36pm// chat// 5973318330// paul// change address//
  2. 5973245832// cailin//
  3. PRE-BREAK FOR 15MINS// ON CHAT// REPLACEMENT// NOTES// 12:30AM-1:30AM LUNCH

5

**12am-1am [12:30AM-1:30AM LUNCH] 1. 2. 3. 4. 5

**1am-2am

  1. 1:30AM// W01005964497040//
  2. carlos// passport renewal turn off// working on chat// customer complained that he was charged for $32.61// upon checking it is the passport renewal// educate the customer// customer wanted to turn off the PASSPORT RENEWAL// processed passport turn off renewal// customer wanted a refund for $32.61// processed refund of $32.61// csi closed.

3.5973087410// cancel order//2am //working on chat// customer wanted to cancel the order// acknowLEDGEd// verifying the information// processed cancellation// csi closed.

5

**2am-3am

  1. 2:11am-2:44 unavail// HAVE A 2 CHAT WHILE PROCESSING PASSPORT CANCELLATION// PROCESSING ORDER CANCLLATION//

5

**3am-4am

  1. walea//amor4// PLACED AN ORDER//
  2. 3:30// chat// For verification purposes, can you please verify the recipient's first and last name, please? and also, delivery date of this order?// 1672453579//

5

4am-5:30am

  1. oorder placed// 660–238-9470// 627 WEST MARKET STREET APARTMENT B// kids, thank you for hosting your first easter, we love you so much, love the family. happy easter!// 4:30am

5

----------------------------------------March 26----------------------------------------- **6am-7am 1. 2. charlotte// w01005973189056// 6:50am- unavail for apology call to reciptiwnt// process $15// shipping refund// AS-ON[179439] 3. bought flowers for the funeral// amanda & isabel/ 3032616160// tomorrow morning by 10am// 4. 5.

**5am-6am

  1. ordered yesterterday// redeliver// make sure// cathy// w01005972986234// sympathy// redelivery// wrong flower// call //
  2. email// 3.W01005973207984// wants to put coupon/ chat

**9pm-10pm:

  1. W01004001211797 // email//
  2. nelda// not received yesternay// nelda allman// //w01005972737254// +19729486812// from harry and david// vm//

**10pm-11pm:

  1. 23TH FOR BUIRTHDAY // NEVER DELIVERED// HEARHER// 9529059013// INSISTED TO HAVE A FULL REF AND REDELIV.// PROCESSED// $15 SAVINGS PASS// CALL RECIPIENT// "Hello Mary Anne, this is Remelyn from 1800flowers.com. I sincerely apologize that you did not receive your birthday flowers as expected. We understand how important this occasion is and regret the inconvenience caused. Please be assured that a redelivery has already been scheduled, and you can expect to receive your flowers today. We want to make sure your special day is celebrated properly.

**11pm-12am:

**12am-1am: 1. 2. 3. 4. 5.

**1am-2am: 1. 2. 3. 4. 5.

**2am-3am 1. 2. 3. 4. 5.

**3am-4am 1. 2. 3. 4. 5.

**4am-5am 1. 2. 3. 4. 5.

**5am-6am 1. 2. 3. 4. 5.

**6am-7am 1. 2. 3. 4. 5.

|

----------------------------------------March 25----------------------------------------- **9pm-10pm:

  1. April// 364435228// ordered flower for co-worker// received wrong flower// replacement not received// processed redelivery// ended the call after updating the replacement.
  2. email// passport

**10pm-11pm:

  1. 10:33// chat// change add// MICHELLE// W01005973060464// 2.W01005972371668// wrong card// chat// unresponsive// idle.

**11pm-12am:

  1. no confirmation// Angela// w01005 972952782// CALL//

**12am-1am:

  1. call// PHYLLIS// HAVING TO TROUBLE FOR PAYMENT// 148716M// 20% OFF TWENTY// CARD# 4715 2922 8365 41932. (declined)// WILLIAM WISHER BRITT [boss]// 4489153099189242// 1226 exp.//

**1am-2am:

  1. 1 chat// transfer to pmall

**2am-3am

  1. 16235942171/623594217// jean recipient// quality issue// can't pull out the order// 46156315//

**3am-4am

  1. chat// 5938531296// mailto:Sarahqiesar@yahoo.com// wanted to chage the biling name to

**4am-5am

  1. 4;30 Giovanni// problem with the cad message// gene inq.//
  2. 4:48-5:20 unavailable W01005972690668// JANET // early del. funeral supposed to be on 26th NOT 25th//

**5am-6am 1. 2. 3. 4. 5.

**6am-7am 1. 2. 3. 4. 5.

**9-10pm

  1. deremium 364428107 not receive the updated receipt// EMAIL// RESOLVED.

**10-11pm 2. avail NO CHAT/CALL

**11-12AM 3. i need a copy of the receipt for a purchase on 2/22 for around $74. i need it sent to mailto:twright8899@yahoo.com 363655042

  1. call ** 12-1am
  2. chat W01005972961082

w01005966673086

**1am-2am LUNCH

3AM-4AM 6.

nikki 91158 522405145293

**9-10pm

  1. deremium 364428107 not receive the updated receipt// EMAIL// RESOLVED.

**10-11pm 2. avail NO CHAT/CALL

**11-12AM 3. i need a copy of the receipt for a purchase on 2/22 for around $74. i need it sent to mailto:twright8899@yahoo.com 363655042

  1. call ** 12-1am
  2. chat W01005972961082

w01005966673086

**1am-2am LUNCH

KEVIN - PTP TWO OF 100 POPCORN BAGS

  1. W01005971589112 CHAT delivery date change SBS// arnika// cant change anymore//
  1. 5972984682 quality issue// chat// Kara// agreed for the redelivery// offered $15 savings pass// proceed redelivery and $15 savings pass ASSISTED WITH SUP ID 5373// csi closed.

start 4:27 unavailable

  1. W01005972897880// just wanted to share the feedback to the previous agent// upon checking it is already refunded and the customer doesn't want to have a redelivery//acknowledge and apologize to the customer// customer reqyested to have a 1800 basket redelivery instead to the home address// processed redelivery//

wed and Jessica w01005973052932

  1. ask for donation for popcorn. 9pm

  2. christine 10pm

  3. 364358705 [want a redelivery and full refund] vanesssa

  4. 5972697758 [order change] janet

  5. order for wife. 24 roses baby breath received and quality is yellow looking and white. paid a lot money.

  6. 5972929518 [received sympathy card intead birthday] 176862B2 & 179439

  7. 5972180138 [not receiving any]

  8. Dennard (quality issue) ad-ons 179439

  9. 5972972292 order change del. (3mins unavailable)

  10. NOT RECEIVE THE PAKCAGE// CHRISTIAN// BBY01807155840938 BBY01807155840938 OZUNA //cozuna@outlook.com// 1ZW494600395323831//1ZW494600395323831

  11. jOHN MCLAUG // UPON CHEKING THE ADD OF ORDER IS GOING TO(ADD) THERE IS NO RECORD HERE THAT YOUR ORDER WILL BE ARRIVED ON GEORGIA

  12. SEND COPY FOR A RECEIPT. KIM HOLLAND// BILL BRENNAN//kim@kimhollandinsurance.com

Brenda, your replacement order number is 364644371 and will be delivered on Thursday, April 2nd. This order will be sent at no additional cost to you. You can track the progress of the replacement online by entering the new order number and recipients zip code on our customer service page.

Please allow approximately 30 minutes for your new order to display online.

Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I have resolved your concern to you satisfaction?

And since we wanted to have another chance with you, allow me to give you a $15 savings pass that you can use towards your next purchase with us.

melissa ortiz 374 374 summer hill road east Brunswick new jersey, east Brunswick 08816

176862B2 179439

W01005972711036 7323093205

Hello, this Remelyn from 1800 flowers.com. I'm calling to apologize because your wife-melissa called us and complained that you received a not correct arrangement for your birthday and I sincerely apologize that it happened specially its for your birthday. So, to make it right, I already processed the redelivery for your red roses. Again, I'm very sorry for the inconve. Have a great day, jennifer

vEctor vaIzaga march 24 ANGELINA CAMUS 364364168

  1. asking if we can deliver on yuma, arizona

  2. 5972864438 - status check// late// refund

ana sosa 5972832530 march 20 158064SW -

customer call to check the status of the order// upon checking the order is already preparing for the delivery today// infoRMEDthe customer// csi closed.

Thank you for doinf bsuiness with 1800 flowers.com. this is again Remelyn. Hvae a great day, byeeee!

DIANE 1580645

18606631712

sybil

steinmetz family

18113181133D