ComplaintsforLennons Flowers

• Initial Complaint

  07/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # ***** Order Date 6/17/2023 $70 Flower Arrangement Flower arrangement arrived looking nothing like what was pictured in the order online. I contacted the business and was met with a rude, yelling, and argumentative owner when attemtping to explain my dissatisfaction. I tried to explain that the arrangement arrived with less and different colored roses, cheap fillers to replace dusty miller, and looked nothing like the ordered product. I understand that "minor substitutions may be made" as part of their policy, but this was an entire change not minor. The owner screamed and yelled over me any time I tried to explain the issues with the order and hung up on my multiple times. After asking me how I wanted it resolved, I asked her, since they are business, how they would resolve it. She refused to do anything. I've never had such an experience with a business owner ever in my life. After seeing numerous ****** reviews explaining the same exact issues from other customers, I understood that the owner and business has a habit of tricking customers by substituting cheaper and less flowers and being extremely rude to people who complain.

  Business response

  07/24/2023

  BBB spoke to Brenda at the business and the following was relayed: I've tried to resolve this matter for this customer in a couple different ways already.  He lists that he wants a refund, I offered that.  I offered to come pick up the arrangement and deliver a replacement for him.   I offered a refund, store credit- he wouldn't accept any of that.  This is the first complaint I've ever gotten from Better Business Bureau- look at my record.  This is what happened.  He ordered something that was no longer available so we sent him the menu to chose what he would like instead.  He made a selection and I put his selected flowers into the original vase (elephant) that he wanted.  Same flowers PLUS more to make it look full and right.  So actually he got more than what he paid for because I was trying to go above and beyond for him and make it look right.  I took a loss but that's OK because I wanted to do a good job- as we always do.  Well he was not happy with what he got so he called to complain.  We explained why we added more flowers (for free, to make it look right) and that we chose flowers that would hold up longer so he could enjoy it longer.  Well, he wasn't happy.  So that is when I offered to come pick up the arrangement and deliver a brand new one.  He didn't want that.  I offered store credit and refund he didn't want that either.  He just wants to complain.  He was combative to me and staff.  I am forwarding emails and pictures of the menu we sent him to support everything I'm saying.  Again, take a look- I've never had a complaint before.  I tried to go above and beyond- he ended up with more than what he paid for.  And I offered resolutions and tried to make him happy.  Thank you.

  Customer response

  07/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The store never, not once, offered to give a store credit or refund. When I asked for a resolution, the woman refused and hung up in me. She outright is not honest. I was never explained anything about the choice to change the arrangement due to the out if stock vase. This business has numerous previous customer reviews on ****** reviews explaining the same exact behavior of changes to their orders, not being what was originally ordered, and rude and dishonest behavior once contacted. This is not the first type complaint by customers even if it might have not led to a BBB official complaint.  

  Business response

  07/25/2023

  We asked the customer numerous times what we could do to make him happy and he did not respond to any offers of refund or replacement. He just wanted to complain and discipline us.  This customer just wants to harass our shop with this. He was not satisfied that he did not get the dusty miller in the menu i provided to him. The product would not hold up and we used euchalyptus. This was explained to the representative on the phone. The complaints on ****** he refers to are complaints from ordering from a wire service and not directly. These services provide us with the menu of flowers to be used in the arrangements for the price. We do not determine that it is set nationally. I have the menu i sent him as well as the photos of the container he selected. He got more than his value and is complaining. He does not understand how ordering from these websites works and we are actually allowed to make substitutions on flowers due to availability and quality without notification.  I also researched his complaint history on ******. and he chronically complains everywhere he goes. I address all complaints and solve them the best we can but he is unsatisfiable.If he continues posting everywhere on social media i will contact my attorney.

  Customer response

  07/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This owner repeatedly is dishonest about the facts of the complaint. I went back and forth with her and her mother first saying dusty miller was used, then wasn't used lying back and forth after I explained that it definitely wasn't in the arrangement along with other flowers and amounts of flowers being less. I was called a liar about what was delivered even with the photos and was asked if I had a recording of them telling me that they didn't use those flowers.  As far the reviews, this dishonest behavior and unprofessional hanging up and fighting on the phone with customer history between previous customers has nothing to do with the online company they partner with. It is exclusively described as being with this florist owner and her mother which is what I experienced. It is not only me who has had these problems. Also as stated before, I was never once offered any resolution other than we can go and pick up the arrangement and take it back, from my family member where it was delivered to. When I declined, since that would be extremely embarrassing,  they refused any resolution because they stated that they did nothing wrong. A threat of involving an attorney due to me leaving honest reviews of the business for how poorly they conduct themselves and treat customers, on public business review forums, is a sample of this business' poor attitude, lack of positive communication with customers, and overall bullying in an attempt to quiet honest dissatisfaction of paid service; similar to the repeated times I was hung up on and yelled at. My complaint is very simple and clear. The photos I attached show what was ordered online and what arrived to my family. The specific flowers, amount, and color look nothing alike. Their small print disclaimer of "minor substitutions may be made" is understandable and reasonable as long as it doesn't alter the entire item ordered to the point that it looks nothing like it. It is clear that they look nothing alike. A simple call to express dissatisfaction with their product, which was calm and not threatening, was met with uncontrolled attitude and childish behavior. I never once demanded anything from the business while on the phone with them; neither a replacement or refund. Only to be heard about issues I had with it. I then asked them what resolution they had. Giving them the benefit of the doubt.  Not an apology, not anything other than that they didn't do anything wrong. Due to the horrible experience and attitude, I believe a refund should be made by the business because they are responsible for their product and for advising customers clearly, which could have been done during our phone conversation prior to order completion, about changing things entirely and not having specific items on hand necessary to complete the arrangement. I would have chose another business if I would have known. This is the first time I have ever filed a BBB complaint on a business and was only done because of the outrageous experience I have had. I believe they should be held accountable for their product and unprofessional demeanor to customers, especially because most, if not all, customers that have left negative reviews about them probably have not reported it to the BBB to appropriately address these issues. This was literally the worst experience I have ever had with a business. I have never been talked to or treated this poorly.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩