ComplaintsforGriffin's Floral Design

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A casket floral arraignment was ordered from Griffen florist thru a funeral home (Henderson-Van Atta) When the flowers arrived the day of the funeral I saw it was not as ordered. It was pointed out to the funeral director and his comment was "it doesn't look that bad", Which was not the point. The flowers cost $350.00. After the funeral on about 5-6 or 7 I first contacted Griffen and expressed my concern about the bad flowers and ask that some one contact me. After several days of no contact I again called them several times with no response or offer. After several calls I spoke to a person who talked to a man standing there. After a brief conversation between them I was told they would provide a refund for the flowers, BUT, because the order was from the funeral home the refund would be made to them and they would have to forward the refund to me, which was acceptable. I was contacted by the funeral home today (6-9-2022) that Griffen was NOT going to provide a refund. After several calls from the funeral home to Griffen there was no reason provided for not doing what was previously agreed to. I contacted Griffen myself today and I was told the person that I needed to talk to was out until at least Monday and that he is to contact me. But from past dealings with them I am unsure that it will happen. Griffen on their web site advertises 100% customer satisfaction. I would say this is not happening.

  Business response

  06/10/2022

  Dear Mr. ********, we are sorry to hear you were not satisfied with the course of action to correct your complaint.  Based on your bbb complaint, it sound like there were miscommunication issues.  Your order was during the Mother's Day holiday season, which is certainly not an excuse, but an explanation as to why you couldn't get through, it is our busiest week of the year.  Our phone system during these peak periods recommends you to send a customer service request through our website, which comes to me directly.  Additionally, the funeral home has my direct cell # in cases of emergencies and/or issues.  I have received no such communication about your order until this week.  Unfortunately, the first I heard about this issue was this past Monday, 06-06-2022, a month after the funeral services. I am sorry it took you going through the BBB to hear from me.  That would be aggravating for sure.  I am sorry.

  Your complaint is certainly understood, and we are sorry that you didn't receive what you thought you ordered.  There clearly was a misunderstanding somewhere, as you mentioned the funeral home didn't see anything wrong with the product. The funeral home did not contact us about the spray the day of the showing, nor did they suggest anything was wrong, had they, we would have fixed the problem immediately, or replaced it the same day to make it right.  I did speak to the funeral home director yesterday, because neither him, nor I understood what the actual issue was, and only had heard about it recently, a month later, we agreed to provide a 50% refund in good faith to try and make things right.  The product was used for the services, and we were not made aware of any issues until after the fact.  This certainly didn't offer us a fair opportunity correct the problem.  I provided the the funeral home that refund yesterday, as they already had paid the original bill.  I am sorry, and hate to make you feel like you are getting the runaround, that is certainly not the intent, but you will need to contact them directly for that refund.

  We do stand behind our product and services 100%.  It is difficult to correct any issues on a perishable product after the product has been used for its intended use.  Had we known, we would have fixed the issue immediately.  I am truly sorry that things were not the way you desired during such an emotional time and we are truly sorry for your families loss.  Your not being able to communicate to me directly is an anomaly, certainly not something most customers experience.  I am sorry it happen to you.  Please feel free to email me at ************************

  Customer response

  06/14/2022

  Better Business Bureau:

  I did speak to Russ several times in regard to this problem and it seems there were errors or misunderstandings by all parties in this manner and I hope that after this is all over the errors can be corrected and the correct methods can be used to handle future problems should that arise.   Russ thank you for your time in speaking with me and working out tjhis problem. 
  
  I accept the business's response to resolve this complaint.
  

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