Complaints

This profile includes complaints for Sally Florist North Van's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sally Florist North Van

  1860 Lonsdale Ave North Vancouver, BC V7M 2J9

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  Sally Florist North Van

  101B 2748 Lougheed Hwy Port Coquitlam, BC V3C 3L8

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:11/10/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On October 5, 2023 I placed an order from Barrie, ON of a Thanksgiving arrangement (see photo 1) for my friend in New Westminster, B.C., for delivery on October 6, 2023. Total cost $83.94. My friend received a voicemail message at 9:30 p.m. October 5 advising it was being delivered that evening, despite my request it be delivered the next day. On the morning of October 6, when she woke up, she texted me a picture of the flowers that had arrived. They had been sitting outside all night (see photo 2) and did not resemble the Thanksgiving arrangement I had ordered. Further, they were practically frozen as they had been outside on her front step all night. They also did not appear in an orange vase as advertised, with a small pumpkin. They were clearly a spring/summer Easter looking arrangement. I was upset and called the florist to request my money back. I explained to Natasha who worked there what had happened, that my friend is terminally ill, and that I would need to be sending a gift that day to the hospital -- and to please not send any replacement flowers. I was requesting a full refund. I was assured I would receive this refund, not once, but twice in an email. Later that day I was asked to contact the recipient (even though I told them she was terminally ill) and have her leave the flowers outside. Her caregiver put the flowers at the gate as she did not want any commotion at the door. I was told my refund was on its way and if I didn't see the credit on my ********** by the evening of October 7, I should contact the florist. I do so accordingly. The next thing I know I am told the owner will be there shortly so it should be taken care of. Then I am told the flowers were not there as agreed upon -- so no refund. Then they dropped off another flower arrangement, which I expressly requested not be done. It is now 5 days later and I am now told the "store policy" is no return of flowers, no refund. Well there is no store policy posted on their website that states this. Further, I was told twice I would see my refund. The flowers were exactly where I said they would be and ready for pick-up. I cannot keep ********* a terminally ill individual over such a matter as this. Where is their common decency in this matter. This is a disgraceful situation that has turned ugly and unacceptable. Kindly intervene on my behalf if you are able. Yours very truly, ******** ****** ** ***** **** ****** ******* ** *** *** ************ ***. I also have a copy of all emails between us where they confirm they will provide a refund, which they later renege on.