Where do I start with this review? Ordered $70 worth of strawberries for my best friend’s birthday. Instead, she was sent a box of chocolates (not even found on New York Bloom’s website). When I emailed customer service for a refund, since I assumed it was an unfortunate but totally accidental mishap, I was informed that the switch was intentional. Customer service told me the item “couldn’t be refunded” since it is COVID-19, and the chocolates were “a clear substitution for a missing item”. Now. I fully understand having to substitute an item — but in what world do you not notify the customer and ask if they would like to move forward with the new offering? This would make sense if I was told that strawberries were unavailable, but I was never notified until the delivery of these random chocolates was complete. No calls, no emails with a heads up—just late delivery, and multiple shipping emails confirming that the Strawberries were “out for delivery”. Apparently, NY Bloom’s policy is that they can substitute ANYTHING they want “of equal or greater value” anytime, and never let a customer know. This is buried in the terms and conditions you sign on their order page. I have asked for a refund multiple times and was denied due to this policy, which to me seems absolutely ridiculous. Thinking you’re spending $70 on strawberries and seeing your friend get delivered a box of $20 chocolates, with no notification provided or cancellation offered, is dishonest business. Go to another strawberry company if you want to ensure your guest gets what you order, because apparently, anything goes at New York Blooms. Truly comical.
