ComplaintsforMona's Accents & Florist Inc
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Complaint Details
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Initial Complaint
06/29/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On the morning of June28, 2023 I placed an order for flowers on my fathers behalf. After I realized I did not leave important information for the delivery, I called and spoke with *******. ******* was friendly during this call and advised that they don't normally deliver to hospitals, but would be able to if the person receiving the delivery would come outside to receive them. After explaining to her that my mom is currently in a boot/cast, she advised that they would make an exception. At 1:44pm, I received a call from my mother informing me that she received the flowers but was upset about the delivery. She told me the delivery guy asked for her by name and after she told him she is who she's looking for, he said "they told me I need to see your foot, (or her boot. I wasn't there but that's the gist). I was taken aback as I found this to be very odd and unprofessional for him to ask her this. What is the reason? If I told them her foot was amputated, would they ask the same question? My mom is currently in litigation regarding her accident that has been traumatic for her. I have advised her that if we are unable to come to a resolution for this matter, to get counsel from her attorney on how to move forward. After speaking with my mom, I called and spoke with ******* and ****. ******* called the delivery driver and he confirmed that he did in fact do this, and he didn't mean any harm. In my opinion, this was not a sincere apology, nor satisfactory service recovery. **** got on the phone and immediately said "what do you want us to do, other than apologize" I told **** that I would like a refund for the delivery charge. She said absolutely not, and offered to send another bouquet of flowers or a letter of apology. Immediately after I accepted her offer, **** said that they won't be doing anything. I then told them a few choice words, and disconnected the call. Order #**********Business response
07/11/2023
Thank you for the opportunity to respond. On the morning of June 28, 2023 an order was placed via our website. After we reviewed the order, we called the sender who is listed as ***********************, but ********************* took the call. ******** was calling to inform them of our current policy in place. We have suspended Delivery to hospitals due to Covid, and as of todays date, we have not re-instituted deliveries to hospitals. As stated ******** was calling to discuss options and one option discussed was that if the order was for an employee there is the option for them to come to the entrance and meet the driver. ***** explained that the recipient had a broken foot. After discussing the circumstances with the driver he, in an attempt to provide good customer service decided that he Would make an acceptation & deliver since she could not come out to meet him. The arrangement was created and delivered in a timely manner. The Driver was given two things to identify the proper recipient her name & that she had on a boot. As he stated to us, he asked for the lady by name, but yes, he also did visually look to see if the lady had on a boot - it was all done to ensure that he was giving it to the correct recipient. ***** called & spoke with **** to voice her displeasure and proceeded to ask for money back - requesting that we refund the delivery money.
There was no negative interaction between the driver & recipient and after listing to the complaint we collectively did not feel the refund of the delivery money was warranted.
Tulane hospital deliveries are difficult- we must feed a meter, go to second floor entrance navigate a hospital- etc lots of time & effort took place to make this delivery.
He as well as we were blindsided by ****** call & request -the conversation ended by her telling us to go F ourselves and she hung up. We have been in business for 49 years offering a quality product & good service. We are so sorry that they took offense to the driver trying to insure he was interacting with the intended recipient.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.