THE SECRET SHOPPER
April showers bring May flowers…though at Catalog Age, we prefer our flowers to come from catalogers. With that in mind, The Secret Shopper sent e-mails to eight catalogers asking what would happen to a flower or plant delivery if the recipient were not home to receive the package.
With just two exceptions — Gifts.com and Martha by Mail — the marketers replied within 24 hours. Mrs. Fields (better known for cookies than for floral arrangements) replied within an impressive four minutes! As editors, we couldn't help but notice that one reply contained a misspelling (Calyx & Corolla), and we were slightly appalled at the fragment sentences in the pleasant but convoluted message from Smith & Hawken. By the way, for the most part, whether the delivery is left on the recipient's doorstep or put back on the truck is usually up to the carrier, unless the customer specifies ahead of time.
| CATALOGER | E-MAIL SENT | REPLY RECEIVED | TIME LAPSED |
|---|---|---|---|
| Mrs. Fields | April 2, 3:20 p.m. | April 2, 3:24 p.m. | 4 minutes |
| Calyx & Corolla | April 2, 11:46 a.m. | April 2, 1:50 p.m. | 2 hours, 4 minutes |
| 1-800-Flowers.com | April 2, 11:26 a.m. | April 2, 4:14 p.m. | 4 hours, 48 minutes |
| Jackson & Perkins | April 2, 11:29 a.m. | April 2, 4:28 p.m. | 4 hours, 49 minutes |
| Smith & Hawken | April 2, 12:01 p.m. | April 2, 6:30 p.m. | 6 hours, 29 minutes |
| Red Envelope | April 2, 11:49 a.m. | April 2, 9:30 p.m. | 9 hours, 41 minutes |
| Gifts.com | April 2, 12:27 p.m. | April 3, 1:45 p.m. | 25 hours, 18 minutes |
| Martha by Mail | April 2, 11:43 a.m. | April 3, 5:00 p.m. | 29 hours, 17 minutes |
Want to use this article? Click here for options!
© 2012 Penton Media Inc.
Acceptable Use Policy blog comments powered by Disqus
