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:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date of transaction (money exchanged): July 5, 2022
  Date purchaser received the goods: July 31, 2022
  
  Under consumer rights protection act, when you buy something based on a description, you’ll receive something that matches that description. The flower bouquets that I received for my wedding on July 31st 2022 did not match the photos exchanged or the description that was exchanged. The photo sent demonstrated a very clear and long cascade effect, the one received did not.
  
  Myself and the Florist suggested using all white flowers along with some with natural blue. My bouquets had ivory flowers mixed in making some of it look yellow.
  
  The bridesmaids bouquets were to be small, white bundles of flowers with no blue at all mixed in - I received ones that looked identical to mine while very slightly smaller so there were flowers with blue centers.
  
  I also asked for little to no greenery (and the photos demonstrated this as well) and all bouquets had an abundance of greenery.
  
  I also did not receive any corsages, rather all Boutonnieres. Owner claims that I did not specify a "wrist corsage" but as a layman and not a florist, it should be implied that is what was meant when I ordered so many boutonnieres and so many corsages. In fact, if you google image search a corsage, it is all ones that go on a wrist. If the owner had any doubt and was aware there were different types of corsages (as I obviously wouldn't know) they should have clarified.
  
  I have communicated with the business via email and received a response indicated that they do not feel there were any issues. Clearly I did not get what I ordered but they are not helping to resolve the issue

  Business Response

  Date: 17/08/2022

  Our floral shop designed one bridal bouquet, four small bridesmaids bouquets, 15 boutonnieres and 6 corsages for a July 31st wedding totaling $1610 after tax. Our correspondence took place one month before the wedding via email only with our customer providing inspirational photos. I was surprised to hear there were any problems. After the customer responded, I explained that what we provide matched what was requested. The customer demanded a full refund, which is both unusual and unacceptable as we provided these items on time. 

  Here are my responses to her specific complaints:

  1. July 5, 2022 Date purchaser received the goods: July 31, 2022 Under consumer rights protection act, when you buy something based on a description, you’ll receive something that matches that description. The flower bouquets that I received for my wedding on July 31st 2022 did not match the photos exchanged or the description that was exchanged. The photo sent demonstrated a very clear and long cascade effect, the one received did not.

    - I've attached the photo of her cascading bouquet that I took after I designed it. Floral design is an art and therefore cannot be recreated exactly like a photo. We use photos for inspiration to get an idea of what our customers like design wise and to use as a guide. 

  2. Myself and the Florist suggested using all white flowers along with some with natural blue. My bouquets had ivory flowers mixed in making some of it look yellow. The bridesmaids bouquets were to be small, white bundles of flowers with no blue at all mixed in - I received ones that looked identical to mine while very slightly smaller so there were flowers with blue centers. I also asked for little to no greenery (and the photos demonstrated this as well) and all bouquets had an abundance of greenery.

  - We discussed using anemones with navy centers (seen in photo). This was the only blue in the bridesmaids bouquet. There was significant value between the bridal and bridesmaids value. They were not the same price/nor reflected in the design. As the photo shows, the bouquet was not "50% greenery" as our customer is claiming.

  3. I also did not receive any corsages, rather all Boutonnieres. Owner claims that I did not specify a "wrist corsage" but as a layman and not a florist, it should be implied that is what was meant when I ordered so many boutonnieres and so many corsages. In fact, if you google image search a corsage, it is all ones that go on a wrist. If the owner had any doubt and was aware there were different types of corsages (as I obviously wouldn't know) they should have clarified. 

  - The customer received pin-on corsages as that is the norm for weddings. Wrist corsages are typically used for an event such as a prom and are more expensive. Because the customer seemed confident in her order, I did not question whether she wanted something different than what she asked for. In my response to the customer, I acknowledged possible miscommunication regarding the Corsage vs Wrist Corsage matter, but the customer persists in demanding a full refund.

  4. I have communicated with the business via email and received a response indicated that they do not feel there were any issues. Clearly I did not get what I ordered but they are not helping to resolve the issue.

    -The customer wrote an email expressing how disappointed she was and demanding a full refund. I responded stating that I was sorry she was disappointed and felt that what we discussed through our email correspondence had been provided and that a refund couldn't be provided as we fulfilled the order. The customer responded by threatening small claims court. While I understand that many do not understand that our work is based on individual talent and design and that while working with a live, natural product may make their photos not look exactly like a magazine photo, that demand for a refund for wedding flowers is one that we have never come across. We provided all of the designs, using the flowers that I said I would, and filled to the value we discussed. We thought we were helping out a customer who was booking their wedding flowers last minute as many have because of the pandemic cancellations. I would have been open to talking more to the customer but saw this BBB complaint come through, and now suspect that she simply doesn't want to pay for what she received.

  Customer Answer

  Date: 17/08/2022

   I am rejecting this response because:
  
  
  
  if the florist was not confident in the design requested I should have been notified or they should have explained it wouldn't be at all similar to the photos. Obviously the design can be done and somewhat replicated to a certain degree or you would be unable to find more than 1 photo. I was relying on the expertise of the florist given that I am not a florist myself. How would I know they were unable to complete the requested design if I wasn't informed of such. I am not simply trying to not pay for service. We paid a lot of money for our wedding, paid and tipped our vendors well and had no issues with any of our other vendors. I find it a little insulting that the business is implying this. I also mentioned small claims court as I did not get what I ordered, the business obviously doesn't even think there is anything wrong with what I got versus what I asked for and I do not want another bride to have to go through this. The fact that the design received is totally different than what I asked for should be enough. I paid extra to have more flowers. If the florist did not charge enough to have the design I wanted with mostly flowers and far less greenery than typical, then she should have asked for more money...