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:12/15/2022

  Type:Customer Service 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.

  Owner has the absolute worst customer service. He proceeded to literally yell and scream at me on the phone today over absolutely nothing.His staff member called to tell me they didn't want a landline for my delivery; they needed a cell #. I wanted them to deliver the flowers to the reception of a business, rather than directly to the recipient, so the recipient wouldn't need to interrupt their day to collect a delivery. (I'm sending them flowers, afterall...) I even went so far to clear this with the reception, who confirmed they'd be happy to go and get the flowers from the delivery driver.This was all unacceptable to Fillmore Florist and their owner. The staff member called back, insisted on a cell number or said they'd cancel the order. I said I was bummed by this because it would interrupt the recipient, but said I would find him the recipient's direct cell number and asked him to hold on a second. Before I could even put him on speaker to look down to get the recipient's cell number, the owner of Fillmore Florist got on and started screaming at me. He threatened multiple times to cancel the order, even while I was saying I'd provide the number. It literally became him screaming and cutting me off repeatedly as I said "please stop yelling, I can't put you on speaker phone while you're yelling because I'm in a public work environment," as he kept yelling and insisting he wasn't yelling. I was standing in my work's cafe literally saying "please stop yelling at me" while people stared at me wondering what was happening. Then he started saying "just shut up and give me the number then." He finally ran out of breath after a few minutes of this abuse and was quiet long enough for me to read him the number. Then he threatened me that if the recipient didn't respond immediately, he would cancel the order. Horrible experience. I do not think I should pay for this.

  

  Business Response

  Date: 01/09/2023

  Hello *****************,
  Below please see my response to ****************** Complaint ID # ********.
  I DID NOT TELL ************* SHUT UP.
  I DID NOT SCREAM OR YELL AT ***************
  I DID SAY TO ************** YOUR ORDER WILL BE CANCELED IF YOU DO NOT PROVIDE US RECIPIENT'S PHONE NUMBER.
  
  The recipient's address was the largest high rise BLDG in the San Francisco Financial district. This specific BLDG does not allow
  the delivery crew to go inside the BLDG and hand deliver to the recipient. Instead they want us to contact the recipient and ask her or him
  to come down and receive the floral arrangement. We deliver floral arrangement to this BLDG almost every week and every time if we do not 
  have the recipient's cell phone number we call the sender and they provide us the phone number and delivery happens successfully. Most 
  of the time the senders of the flowers provide the recipient phone number when they place the order. We contact the recipient's phone by text
  messages and try not to disturb them by phone rings. We establish text communication with the recipient before sending the flowers out to
  make sure the recipient is in the office at the delivery date. We need recipient's cell phone because most of the time the receptionist of the 
  businesses work from home or might be at break time or lunch break or sometimes even they do not respond to the phone call, even if they
  respond there is no guarantee they will leave the workplace and come down to receive a coworker's floral delivery.
  
  ************** did not provide us with the recipient's cell phone number. After making his arrangement and before sending out, our delivery crew contacted
  ************** explained the specific rules of the BLDG for delivery and asked ************** to provide us with the recipient's phone number.
  ************** did not provide the phone number and tried to instruct our delivery person how to make the delivery. 
   We called the provided number several times and it was busy most of the time and no response when it was ringing ( we found out it was a landline phone ).
  Our delivery crew asked ************** again for the valid cell phone number of the recipient. ************** was resisting on the phone and did not want
  to provide the phone number. At this point I intervened and started talking to ************** and told him if you do not provide us the phone number delivery of your 
  order is not possible and we are going to cancel your order ( by canceling we take the loss and return the entire money to the sender's credit card account ).
  Yes I repeated twice your order will be canceled if you do not provide the phone number. At this point ************** provided the recipient's phone number and we delivered
  his order successfully on the delivery date.
  I DID NOT TELL ************* SHUT UP ( does not make sense at all to tell our customer to shut up ).
  I DID NOT SCREAM OR YELL AT ************** ( on cell phones sometimes we hear amplified voices, that is not screaming or yelling ).
  I DID SAY TO ************** YOUR ORDER WILL BE CANCELED IF YOU DO NOT PROVIDE US RECIPIENT'S PHONE NUMBER.
  
  Regards
  *******************
  Fillmore Florist San Francisco
  1880 Fillmore Street
  San Francisco ** 94115
  ************
  

  
  

  Customer Answer

  Date: 01/09/2023

  
  Complaint: 18580550
  
  I am rejecting this response because it contains significant falsehoods.  While this seems to be the only florist who refuses to deliver flowers to a company's front reception desk, that isn't the primary issue in my complaint.
  
  The primary issue is the verbal abuse, yelling, and screaming that the business owner (**************) engaged in with me.  He did, in fact, yell.  He screamed so much that I could not put him on speaker phone until he stopped screaming, because he would have been heard by and disrupted the lunch of dozens of individuals around me in the cafe.  I repeatedly said "please stop yelling at me," and he continued berating and screaming. 
  
  I resent ****************** insinuation that I am lying. This was not an issue of "amplified voices" on cell phones, as he claims.  I'm more than capable of telling if somebody is yelling at me.  ************** was out of control and yelling. 
  
  ************** did, in fact, tell me to shut up (and far worse) despite it not "making sense" to do so.  Indeed, he has a pattern and history of exactly this type of out-of-control behavior, as can be seen from even a quick skim of his online reviews.  
  
  He regularly loses his temper and screams at customers.  One Yelp review says interacting with ************** was "absolute insanity!" and the "worst customer service" they've ever received, explaining that he received multiple voicemails "in a harsh tone," that was "extremely accusatory, loud, and *****," and resulted in a phone call "with **** [*****] screaming at me, telling me that... he couldn't care less about my silly three star review."  The reviewer concluded by saying ************** "sounded absolutely deranged," and recommended people not buy flowers at this "crazy place again," unless you "like being harassed with voicemails and screamed at by a florist."  [1].  Another review noted that ************** "slammed [the flowers] on the table" and yelled at customers in his store for trying to ************** they wanted in an arrangement.  [2]  Another review noted that ************** was "extremely rude" to a single woman shopping in his store, and has "absolutely terrible customer service." [3]  Another noted that the owner is "rude and impolite" to her. [4].   Another again noted that ************** was "very RUDE!!!". [5]  Yet another commented on ****************** "horrible tone," and said he has "never been treated in this manner" the way ************** interacted. [6]  Another noted ****************** "atrocious" "customer service," and said he "wouldn't go back there if it was the last florist on earth."  [7] Another commenter eplained that ************** "yelled" at her for crying. [8]  Another said that ************** "was very rude and disrespectful" on a phone call, and hung up on a customer.  [9]  Another explained that ************** "yelled at" a customer on the phone, told the customer the error was the customer's fault and "hung up" on the customer.  The reviewer said this was the most "unprofessional thing I have ever experienced," and said that made it worse was ****************** "toxicity," concluding that ************** is "not a good person." [10]  Another commented on ****************** "***** behavior."  [11] 
  
  ****************** atrocious behavior is a stain on Fillmore Flowers.  His attempt to lie and blame me in his email response only confirms what he thinks of customers - they're just somebody he can abuse at will when he sees fit.
  
  
  Sincerely,
  
  *************************
  
  
  
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  Business Response

  Date: 01/11/2023

  I am repeating again: I did not tell ****************** up, I did not yell, scream at *************. I am not changing my position at all. The reviews on Yelp ************* referring are not really all the story. Some of those reviews are not even our verified customers. ************* tried to put together all the negative reviews regarding our business and myself. ************* disregard ************************* last 5 years that have been verified as our actual customers on our Website and our ****** page. Our average verified reviews of more than **** in last 5 years ( 4.9 ) proves our service to thousands of our customer. We as small flower shop in San ********************** have the most 5 star reviews in last 5 years.
  

  Please take some time and read verified reviews by third party( links bellow ).

  Regards

  **************

  Fillmore Florist San Francisco
  

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  *****************************************************************************************************************************************************************************,,,,

  at himTell us why here...

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18580550
  
  I am rejecting this response because ************** is lying.

  ****************** repeated denial of what happened (and of what he does to other customers on a seemingly regular basis) is astonishing and terrifying.  I work in an intense, high-conflict job where I interact with angry individuals on a fairly regular basis.  And yet, I've never had an interaction that was quite as unhinged as ************** screaming at me over and over again because I asked him to deliver flowers to a reception desk rather than interrupt a secretary at work.  His inability to control his anger and his overt strategy of attacking others is evidence.  I'm clearly not the only one who has had this experience, as evidenced from his reviews.  That some customers on yelp have liked ****************** flowers only means that they didn't have to interact with ************** in a situation where he was angry.

  At this point, ****************** harassment has gone too far.  If he will not relent, I will seek to escalate this situation to the proper authorities.
  

  Sincerely,
  
  *************************