ComplaintsforPanda Flowers

• Initial Complaint

  18/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a bouquet for my grandmother online on Dec 16th, 2023. They delivered the bouquet, they did not phone her, and they left them on her front step. I received a email (which I did not see until the 17th) that they were delivered at approximately 8pm. The 17th at approx 10am next day when she found them they were frozen. She brought them in and the bouquet thawed leaving all the flowers dead. I tried calling to arrange a refund, and was told they would call me back. Instead they phoned my grandmother, told her that they did phone but no one answered. They then told her she would need to bring the bouquet in herself and they’d replace the dead flowers. My grandmother then phoned me to see if that’s is what I’d arranged. I phoned the company back and got into an argument with the staff member when I asked for a refund on the dead flowers and for them to deliver a new live bouquet. They told me they wouldn’t refund me. When I became upset that they weren’t going to rectify their error, they phoned my grandmother, the recipient instead of dealing with me the customer, the staff member hung up on me. I paid $76.68 which included a delivery fee online on their website. ** ***** * *** ********* 

  Business response

  04/01/2024

  Hello *****, ****** and ***,

  Thank you for your letter in the mail. We do acknowledge the order placed by ****** for her grandmother

  In its past 20 years of serving the community as florists, its very rare that our customer is left with less than perfect customer service experience.  

  ******, we're sincerely sorry for the distress caused by the recent experience with our delivery service.

  Delivery service is something that the store employ's for the convenience of our customers. After receiving your feedback, we investigated the matter and found that the third-party delivery service did in***d leave the bouquet without making the necessary contact, and for that, we apologize.

  To make amends, we immediately contacted your grandmother, arranged for the delivery of a fresh flower arrangement within an hour, and she let us know that she loved the replacement arrangement. 

  Delivery services, especially during the holidays, can sometimes fall short, and we did everything we could to correct the situation. 

  We thank you for your understanding in the mattar. If you have any further issues, please email the store directly at [email protected] and, we will do our best and take care for you. 

  Thank you for your understanding 

  In flowers we remain,
  ***

  
  ******** ***** ******** ***** *** ******** ***** ******** ***** ** *** *** ****** ** ************ *  ** ***************** ********* ******************************************** ********* * ********************************************** *** ***** ************************************************ *****************************************  

  Customer response

  04/01/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21024626, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

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