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:03/25/2024

  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.

  My daughter’s wedding bouquet was given to this business for preservation. The person who was having this done as a gift paid in advance.
  When checking on completion the business owner explained about her illness. So waiting patiently for any response about this being ready for pick up. July of 2021!! When we call and leave messages, we never hear back!!
  This is unforgivable. I am sorry about all that has gone wrong in the persons life but this is not how a business should be handled. Looking for answers for my daughter.

  Business Response

  Date: 04/26/2024

  To whom it may concern, 

  I sincerely apologize that I did not see these messages until today.   The complaint is valid and I agree, this is frustrating, disappointing and an unacceptable way to do do business.  My situation was unexpected and an unfortunate lesson to have learned as a new business owner.  

  I wish I could change what happened and sadly, I cannot.  I can only try to make amends for my wrongdoing.  Is it acceptable to reach out to the customer, or her mother, directly to provide options for return of property as is or completed - and - a full refund of any monies that were paid for the services.   If the customer would like the order completed, I will need time to do this since I will working my way back into the studio in the next couple of weeks.   

  Thank you in advance for your response and again, my apology for my lack of response.  

  Sincerely, 

  Michelle S*****

  Business Response

  Date: 04/26/2024

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

  I sincerely apologize that I did not see these messages until today.   The complaint is valid and I agree, this is frustrating, disappointing and an unacceptable way to do do business.  My situation was unexpected and an unfortunate lesson to have learned as a new business owner.  

  I wish I could change what happened and sadly, I cannot.  I can only try to make amends for my wrongdoing.  Is it acceptable to reach out to the customer, or her mother, directly to provide options for return of property as is or completed - and - a full refund of any monies that were paid for the services.   If the customer would like the order completed, I will need time to do this since I will working my way back into the studio in the next couple of weeks.   

  Thank you in advance for your response and again, my apology for my lack of response.  

  Sincerely, 

  Michelle S*****

  Customer Answer

  Date: 04/27/2024

  Thank you for responding to our concerns. The only appropriate resolution is for the original order to be completed. Included on her bouquet was a gold charm heart that was a gift from my daughter’s godfather who had passed away. I need to know that is still with her flowers. I would love to communicate and get these flowers back to my daughter as it’s been a huge loss for her to never see her bouquet returned.

• Initial Complaint

  Date:04/14/2023

  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.

  I had dropped off my bouquet in July of 2021 to be preserved. I was originally set to have it done in October of 2021. Michelle kept pushing the date by weeks at a time and eventually stopped responding to me and my husband. It has been 1 year since she has responded to my emails (march 2022) and she has not responded to any texts, ******** messages, emails or phone calls. It is now April of 2023 and I have no idea where my flowers are or when I will get them. We already paid the deposit of $160 and have had no contact from her

  Business Response

  Date: 05/01/2023

  Responding to the original complaint and the additional update:

  The order was dropped off July 2021.   I met with ****** and her husband on September 30, 2021 to go over options for completion of the project.  At that time, I shared challenges we were experiencing with supply deliveries - all due to Covid.    The wood used for the shadowboxes was on back order for 6 months, not to mention tripled in cost due to supply and demand issues.    The order finally arrived correctly on April 7, 2022.
  

  While dealing with all of this, I suffered multiple health issues.

  January 2022 - I had Covid.   February 2022 - I collapsed from what I thought was the result of returning to work too soon.   April 2022 - after two months of tests and procedures, I was diagnosed with cancer.  May 2022 - surgery, treatments and recovery started.   I provided an update to **** ******* via text message on July 17, 2022, along with design layout options for approval stating I was doing my best to get through the orders.    On August 23, I sent an update via text message that I could not get the shadowbox frame color that they initially picked out, provided options for a new frame color.   On the same day, **** and ****** texted the frame color choice to me.    On October 4, **** reached out via text message for a status and I responded with my hope to complete the order in the next week or so.   I was unable to meet this timeline and I unfortunately did not let the customer know because I was dealing with a recovery setback which required an unexpected treament process.  One November 23, I reached out to **** via text message to provide an update, specifically that I suffered another setback with my health.   **** responded via text message stating they understood and to also let me know there was a change he and ****** would be moving to ** and would like to have the flowers completed by then.   I responded, yes for sure.   **** sent a text message on March 13, I did not respond.   **** sent another text message on April 14, I did not respond.   On the same day, or April 14, **** and ****** showed up at our home (work studio is on our home) at which time all materials were provided to both **** and ******.   Their deposit, or $160, was also returned to **** via ***** on April 14..

  I am guilty of two things:  One)  setting improper expectations for completion of the work post my cancer diagnosis.  I thought I would be able to return to life as it was before cancer and my journey dd not allow we to do that; and Two)  providing frequent updates to my customers.   I do believe that the facts around the non-responsive period are not accurate based on what I provided above.   Regardless of how hard I tried and whether I was doing the best I could each day, it was not enough, I should have tried harder and I completely understand the customers point of view, perspective and feedback.

  Based on the return of the items and deposit to the customer, I believe this ****** is closed.   I sincerely apologize to both ****** and ****.

  Kind regards, 

  Michelle S*****

• Initial Complaint

  Date:03/10/2023

  Type:Product 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.

  I first contacted Michelle in August 2021 to inquire about her services for wedding bouquet floral preservation. We e-mailed and had a phone discussion about her services. She was referred to me as the previous owner of the preservation business (******* ** *****)closed her shop of 20 years and sold it to her. I was previously in contact with the former owner (******* ** *****) due to having a wedding in 2020 which was then postponed due to COVID. Due to the postponed wedding, she closed her business prior to me beginning services with her and referred me to Michelle S***** (Owner and Designer, ###-###-####) of Seechelle Designs. A down payment of $170 was sent on August 20th, 2021 via ***** to Michelle and this process was initially planned for up to 16 weeks to complete and would provide the other half of the payment upon completion. The process of completion was delayed MULTIPLE times. I have e-mails, text messages with proof of lack of communication and constantly asking for updates. I asked for my items back multiple times if this could not be completed but was met with answers that there was "every intention of completing" and was not given an opportunity to pick up my items. The last contact I had with Michelle was via e-mail was on November 14th, 2022 (*****************************). In that e-mail she reported that the transaction would be completed on November 27th, 2022, if not sooner. Since then, I have reached out to her again multiple times. E-mails were sent on: 1/23/23, 2/18/23, 3/1/23 and 3/6/23. I attempted to contact her via phone on 3/3/23 and 3/6/23 but the voicemail was full. I also texted her on 3/6/23. All of these attempts were unsuccessful in receiving an answer. I am now at a loss of $170 from the deposit, without my wedding bouquet and additional sentimental items that she has in her possession for the transaction.
  *Proof of e-mails have been uploaded. Can additionally upload text exchanges if necessary.