Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/11/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bouquet online to be delivered the next day. I asked for a photo to be send before delivery so I can see the arrangement. They refused to send me one. The bouquet they sent is the complete opposite of what was pictured. The florals, shape and quality were terrible. When I called the “owner” was extremely rude and degrading. He hung up the phone in my face when I was trying to explain my frustrations. I never once yelled or swore. I was just super upset that I paid a big amount of money and they didn’t deliver what was pictured. I understand that floral may be out of season but it is their duty to let the customer know before sending out the product. They refused a refund and just wanted to issue me a half store credit. It is very upsetting that the owner spoke in such a degrading way. All I wanted was to receive what I thought I purchased. This company is a **** and they steal peoples money. The owner stated that the photos online aren’t even real photos of work they’ve completed and he admitted to the photos being heavily edited. I will provide pictures of what I ordered and what I received. I highly discourage anyone from purchasing floral from this place. You’re better off getting florals from *******.

  

  Business Response

  Date: 04/11/2022

  Hi, to address ******'s complaint about flower quality and experience with us, I would like to set a few things straight. In regards to us 'refusing' to send her a photo of the arrangement, we explained to her on the phone that while we did take the photo and intended to send it to her prior to delivery, we got overwhelmed at the shop with the amount of orders (we are one of the busiest in the city) and unfortunately couldn't send that to her. It was not a matter of refusing to do so out of lack of care. We don't offer a guarantee to send photos, we try our best but we can't promise it will be done.

  As for the arrangement, the flowers and quality of the flowers isn't in question whatsoever. They were brand new flowers, just starting to open (we send the freshest flowers possible to prolong the life of the arrangement), and in perfect condition. The only flower difference from the photo she ordered, like we explained numerous times over the phone, was instead of lavender roses we chose a darker purple as that was our closest substitute. Our website even states under every arrangement when ordering, that substitutions may be necessary as the arrangement in the photo is the original example, and the look may vary based on availability of the product. We directed her to that clause in the website, as well as explaining it to her. Not once were we rude nor degrading, we were extremely patient and understanding - even when she continuously talked over us, and disregarded what we were saying entirely. We do understand her frustration, but flowers are different no matter what you do, they grow differently, and are shaped differently each time so getting an exact replica of an arrangement is tough - though we do try our best, and can count on one hand the amount of complaints we've gotten about the shape being wrong. We explained to her that the flowers she received were fresh and definitely up to the value of the order - most times we err on the side of over value with the flowers, because we strive to make all of our customer happy, and get as close to the picture as we possibly can. Our store policy is not cash refunds, we actively advertise that that isn't the case. Our options have always been replacement or store credit, never cash back, and we explained that extensively. The flowers were in perfect health, no damage at all, and we had fulfilled the order to the best of our ability so we couldn't go ahead with a full refund, and she didn't want the options we could offer. Since it does say on the website under every arrangement that substitutions are possible, as well as on her order as second choice, we go with what is the closest colour and flower option. 

    As for her claim of us hanging up while she was explaining, - while we did end the call, it was only after we listened to her frustrations for nearly half an hour, and we had said everything we could offer her, as well as offered our apologies for the inconvenience. It was not malicious, we only felt it was the natural stopping point of the conversation once she said goodbye and she would never return. We attempted numerous times to explain everything thoroughly, even throughout her continuous interrupting. We could barely get a word in over her, and she refused to acknowledge anything we were telling her. 

    She did send us the photo her friend sent her, and we explained that it was taken from a low angle, to the side, hence the difference from the original arrangement photo. We've attached the photo we intended to send her (again, we never 'refused' to do so, it just wasn't a priority because it's not a service we offer, and the overwhelm of orders received from others), and as you can see, it is as similar to the photo as we could make it, and everything is fresh and beautiful. The only true difference is the colour of the purple roses, and we explained to ****** exactly why we chose that substitution. 

    Due to the circumstances, we can go outside of our regular policy and offer a 50% refund on the credit card she ordered her flowers with, but we can't in good conscience offer her the entirety. We stand by our flowers and the quality of them - they were in excellent condition, as well as the words of the manager/owner. We believe that this is the most fair option, as we do understand her distress, but we cannot cater to her demands entirely because we did hold up our end of the transaction. Thank you. See picture attached.

  Customer Answer

  Date: 04/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business. When will I receive my refund. 
  
  
  
  Sincerely,
  
  
  
  ****** ******