Business ProfileforLotus Flower Boutique

Feb 12/22 Placed in person order for ******** ***** for Church delivery Feb 15 for 10:00AM ******* ******* Feb 14/22 (day early) noon time flowers delivered to church because they are busy due to valentine's day Feb 15/22 10:00AM, I attended ******* ******* at church, flowers I ordered are NOT there. Feb 15/22 12:00 noon I attended ********** @ ********* ******** Feb 15/22 12:30PM confirmed with ******* director that all flowers had been picked up from church Feb 15/22 1:00PM Lotus manager calls church, flowers are there in a separate room where they were delivered the day before at noon. Church attendant sent photo where flowers were located branch was sitting on floor Feb 15/22 1:30PM went to church to take photos myself as I didn't like condition of flowers. I was so disappointed when I saw them, most of them were so ************ wilted, unopened gladiolas were so old they had brown spots on them, even the way the flowers were arranged, * ***** ***** **** **** * ****** *** and I expressed this to Lotus manager when I went back to show her the photos I took. All she could say was I put the flowers in delivery truck myself, they were not in that condition. Churches are not usually the warmest buildings, therefore, there is no way these flowers would have wilted and turned brown so quickly within 22 hours of delivery not to mention it's arrangement. **** ******* ***** ****** **** **** ******* *** **** ****** ** **** ***** ********* ***** ******** ** ******* *** ****** **** **** **** **** ****** the manager didn't want to take any responsibility, didn't want to deal with me and told me not to call back and speak to any of her staff about this* ***** *** ********* ******* *** ******* **** ******** ******* ** ******** ***** * *** ****** ** **** ******** ** ******** ** *** ** *** **** *** I have never experienced anything like this before and hope no one else will by shopping at this place. Discouraged and Disappointed that such things are happening

Feb 12th customer placed an order for a service on Feb 15th 10am (our shop/couriers do not start till 10am) We notified customer flowers would need to be delivered the day prior (Feb 14th) due to this we would need to be there between 8am-4:30 PM on Feb 14th as ******* homes flower rooms close by 4/4:30pm daily. Also we notified customer due to the season the cost of florals are inflated and we need to work accordingly. We ensured this order was taken care of due to the fact it was a ******* service. Contacting the ******* home Monday Feb 14th A.M. confirming details on the information customer provided and asked if they were accepting florals prior, ******* home confirmed and said yes delivery BEFORE 4:30 Feb 14th is best so they have them on-site and can set them up accordingly. Florals were picked up and expedited to ensure we made that time frame. Customer called us at Feb 14th 3:30pm saying we needed to change the delivery address because there was a viewing she did not know of, when we informed the delivery has been made and was dropped off at 12pm she was upset and said "YOU said delivery was going to be made AT 4:30" we re-assured customer delivery was to be made BEFORE 4:30, we suggested sending another courier to pick up the arrangement and deliver to the new address for the viewing but there would be a fee. Courier fees are not with our company as we use an outsource, she did not want to do so, so said no. Feb 15th A.M. she comes into the store claiming Non-delivery and is blaming us and the couriers. When we brought up the photos and details of pick up/delivery and photo of florals on site she continued to name call the drivers and say they did not do their job. We then contact the ******* office directly with her and speaker phoned the conversation, the rep at the ******* office said she sees the arrangement in their back room (where the courier was instructed to leave the arrangement when he was there Feb 14th). Customer wanted photos, so the rep at the office said she isn't issued to do so with her personal phone but will in this case because the florist and courier have done their jobs exactly how we should. We suggested going to the ******* directors or whoever deals with placing of the arrangements for the service directly as once we send the flowers and they are at location it is pretty much out of our hands what goes on after. She then went to the ******* home where the viewing was held and spoke to the directors on location, expressing her thoughts for some time, the end result was the ******* home was going to send florals to the ******** ******** home on behalf of her for the same value. After her visit with then she came back to the store to bring up another complaint about the quality of flowers and placement. *mind you each visit was more than 30minutes and there were other customers in the storefront* Understanding the situation we did not react to certain actions or volume of tone, trying to work with the customer to better the situation and make a mends to be fair in all parties including the ******* homes involved. Working together, our store plus the ******* homes involved were trying to work with customer to resolve and balance the situation, but with the constant graceless comments it was difficult and stressful. Manager re-assured customer she loaded the vehicle herself, the fact being we were prioritizing this piece due to the situation even if it were a busy day she wanted to ensure it was taken care of. The arrangement was in fact not the same when she loaded vs in the photos. We greatly apologized and tried to figure out a resolution. The flowers alone were $200 + delivery fee and taxes which came to $250.88 total. Spray total was NOT $250. Manager took every single step to try to help customer, even though customer was outraged and still pointing fingers. After name calling and increase tones, demanding money and compensation from all parties, we decided from our location alone it was best we refunded $100 to the customer and kindly asked her to not ****** staff, any of our other customers or re-visit our store. Video footage has been recorded and logged even prior to receiving this complaint. If we were wrong in any of our actions please let us know, we will kindly oblige and make it a point to change for the better.