Complaintsfor620 Florist

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/8/2021 I requested a birthday bouquet without a vase and specified specifically hydrangeas and eucalyptus. Instead, I received a holiday bouquet with pine, 6 red roses, 2 stems of star lilies and 1 hydrangea and 1 stem eucalyptus, and a few filler flowers. I did not get what I paid for $112. I understand ordering from a florist you pay a premium but this was a scam. I called on Saturday 12/11 and was told the manager was off and that I would receive a call on Monday. I never received a call. I called on Tuesday, 12/14 and spoke with the owner/manager. She continued to argue and stated that was "my opinion" and then hung up. Very unprofessional.

  Business response

  12/15/2021

  12/08/21 As requested a DESIGNER CHOICE wrapped arrangement including the suggested flowers - stargazer lilies, roses, hydrangea and eucalyptus, plus assorted winter greenery and other flowers were delivered.

  The flowers, greenery, wrapping supplies and labor were cost out at the current prices per stem of flowers etc. in our shop. The total was $100 plus a $12.00 delivery fee and tax. This was discussed on the telephone on 12/14/21.

  In the customers opinion there were not enough flowers, they did not like the greenery, they had said we sent out a vase, which we did not.  I explained that this was what we charge in our shop and that we cost out her arrangement per stem, including greenery, wrapping supplies and labor.

  I was then told she would make a claim against the shop if this is how we did business and she ended the conversation. At no time did I hang the phone up on her, there was no one on the other end of the phone when I hung up.
  

  Customer response

  12/15/2021

  Complaint: 16363066
  
  I am rejecting this response because: The arrangement that was requested was for a birthday not Christmas holiday. This led me to believe I received the incorrect arrangement. My mother specified stargazer lilies, hydrangeas (plural) and eucalyptus. Roses were not requested or mentioned from the rep. **** a vase was not requested and I never stated a vase was sent. I would assume I would have received more flowers if a vase was requested. My mother called on Friday, 12/10 and was hung up on which i assume was the same woman who owns the business. I was also hung up on when I reached out on Tuesday, 12/14. She was the one who ended the call. In fact I had to ask several times during the conversation to allow me to speak. I would either request a full or partial refund as I did not receive what was ordered/promised. 

  
  Regards,
  
  ***************************

  Business response

  12/17/2021

  The person filing this complaint (***************************) was the Recipient and did not order the flowers. The flowers were ordered by ******************************* over the phone on Mon Dec 6th, 2021. Katies complaint said I requested a birthday bouquet without a vase and specified specifically hydrangeas and eucalyptus suggests that she ordered the flowers and thats not the case.
  
  However, that said - On Mon Dec 6th, 2021 ******************************* called us and ordered the following wrap (I have attached a copy of our phone order notes) :- Designers Choice wrapped with a bow to $100 value. A Designers Choice is not made to a specific floral recipe but is left up to the Floral Designer. Also, this was wrapped - meaning the flowers are not arranged in a vase but wrapped in tissue paper and cellophane and each flower stem is inserted into a water tube. With a wrap It is up to the recipient to arrange these flowers and greenery in their own vase. During the phone order process for a Designers Choice we ask the sender what flowers they like and then we do our best (product availability permitting) to include those flowers (you can see the notes we made on the phone order). In this case, ******* said that she liked Hydrangea, Eucalyptus, Roses and Stargazers. We made no commitment to the number of any specific type of flowers because, as I mentioned earlier, this was a Designers Choice. The total came to $112 ($100 for the arrangement + $12 delivery).
  
  This is the wrap that we delivered to *************************** on Wed Dec 8th, 2021: 3 x Stargazers, 6 x Red Roses, 1 x Hydrangea, 3 x ***** Buttons, 3 x Alstroemeria, 1 bunch assorted Beargrass, Leather Leaf, Cedar, Seeded Eucalyptus (1 stem with multiple laterals), ******* Each flower stem was inserted in a water tube. It was all wrapped in tissue paper and cellophane, with a bow.
  
  We included all the flowers that ******* liked. There were absolutely no plastic or fake flowers / greenery in the arrangement - it was all fresh product.
  
  ******** contacted us on the afternoon of Fri Dec 10th, 2021 and left a voice mail. We called her back that same afternoon. Colleta said that she was very disappointed in this arrangement. We found that really strange because we didnt send an arrangement and had delivered exactly what she had ordered - a Designers Choice wrap. We explained that to her at the time. She did not ask for a refund.
  
  Please keep in-mind that Colleta could have ordered specific stem counts (e.g. 5 x  Stargazers, 3 x Hydrangea, etc.) but she didnt do that, instead she specifically ordered a Designers Choice wrap.
  
  I have also included a copy of an email from Colleta to us, dated Fri Dec 10th, 2021. In the email Colleta stated that she had asked for an assortment of flowers along with Hydrangea and Eucalyptus - as you can see from the above, thats what we delivered. In the email ******** also stated that she didnt ask for a vase - correct, and we didnt deliver one. Im assuming that ********************* had already unwrapped the flowers and arranged them in a vase and Colleta assumed we had sent the flowers in a vase and was not happy about that either. Also note that ******** did not ask for a refund in her email.
  
  *************************** (the recipient) is now asking for a refund even though she didnt order and purchase the flowers and was not a party on the phone call order. However, she did get to enjoy the flowers for many days and now wants a refund.
  
  If we make an error then we go the extra mile to make it right. In this case we didnt make an error and delivered exactly what was ordered.
  

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