Complaints

This profile includes complaints for Le Jardin Infini's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Le Jardin Infini

  5900 Stirling Rd Ste 1 Hollywood, FL 33021-1502

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  Le Jardin Infini

  18288 Collins Ave Sunny Isles Beach, FL 33160-2712

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:08/15/2023

  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.

  DID NOT RESPOND. Some of the flowers have rips in their petals, the middle flower is dented in, the box is frayed and dented, some of the colored flowers bled onto the white ones, and when I carefully removed the plastic as instructed it took out some of the holder. Now after having them a few days the white flowers are falling apart and turning clear/see through. No response from my email and when I contacted them on Instagram they blocked me.

  Business Response

  Date: 08/23/2023

  Dear Better Business Bureau,
  
  
  We hope this message finds you well. We were recently made aware of a complaint lodged against our small family-owned business by a customer regarding his allegedly damaged floral arrangements. We believe it is essential to address this matter promptly and accurately.
  To begin, we want to emphasize that we take great pride in our products and customer service. We strive to ensure that every order is processed and delivered with the utmost care and attention. Our arrangements are thoroughly inspected, and photographed before they are shipped out to ensure that they arrive in excellent condition.
  
  Upon receiving his initial email regarding the alleged damage, we promptly responded, expressing our concern, feeling sorry (assuming his arrangement might be damaged in transit) and requesting additional information, such as images of the shipping box and how it arrived. Unfortunately, despite our efforts, the customer failed to respond to our requests. Instead, we received an email containing threats, intimidation, and what *** seem to be blackmail.
  We have thoroughly reviewed the provided pictures of the arrangement that was sent to the customer (pictures attached). It is clear from the images that all roses are intact and the box is in excellent condition, contradicting the customer's descriptive and inventive claim of damage. We also spoke to *** who provided us a proof in form of picture showing shipping box was in perfect condition and not dented. 
  
  He claimed the plastic protector took out holder. Arrangements consist of a box, lid, foam, roses, ribbon, personal message that comes with it, and instructions. We also include for shipping purposes plastic protectors and wood sticks (see the picture of his arrangement packed in shipping box with all protective material inside). With each arrangement, we include detailed instructions on how to open the shipping box and care for the arrangement. Additionally, we take extra precautions by placing protective plastic with double tape on the bottom to further safeguard the roses during transit. It goes in between the inner side of the ************ to give additional protection. This plastic protector is meant to be removed by the customer upon receiving the arrangement.
  Contrary to the customer's claims, the plastic protector did not damage any part of the arrangement or take away from its overall presentation or integrity of the arrangement.
  He also made false statements regarding our customer care team who endured abusive behavior by him. All of his emails were promptly and comprehensively addressed by our customer support team.
  Regarding his claims of contacting us through Instagram, anyone would assume he sent a message in good faith thru Instagram requesting to speak to someone. Wrong, what he calls contacting and his method of communication was going to Le Jardin Infini Instagram page and posting defamatory and damaging comments on our product photos with the following scam. This kind of harassment and bullying is unacceptable, and as a result, he was blocked by our team members to prevent further negativity and maintain a positive online environment.
  We firmly believe that this behavior is unacceptable. It not only damages the reputation of our small business but also causes undue emotional distress to our dedicated staff members, such as the young lady who was subjected to verbal abuse during a phone call with him.
  
  He called our phone line on 8/14/2023 at 12:44 PM and after the staff member responded he was making breathing noises and after so many Hellos without the word he hang up the phone. He called our phone line again on 8/14/2023 at 12:45 PM where the young lady was subjected to verbal abuse during a phone call. And, then again at 12:50 PM the same day.
  
  It is disheartening to encounter such unfounded accusations.We would like to remind you that our company does not support any form of customer threats, defamation, intimidation, harassment, bullying, or abusive behavior toward our staff members.We strive to provide a positive and respectful environment for both our customers and employees. Treating our staff members with dignity and respect is an integral part of our values.
  It is important to note that we always encourage open communication and work diligently to resolve any issues that *** arise. Regrettably, in this particular case, the customer chose not to engage in a constructive dialogue with us. Even knowing that some customer *** not be right if he comes to us in good faith and show honesty  we will go above and beyond to make client happy , however we are not fond and we dont support  customer who has abusive behavior towards employees, bullying, intimidation, harassment, threats ,and defamation.
  Prior to this complaint, he also disputed transaction with his financial institution where amount charged was  deducted from our account.
  We are existing for many years and as you can see this is the first complaint we ever received and that speaks enough about our products , our small business and our small but valued and hard working team. 
  
  We kindly request that you investigate this matter thoroughly and consider the evidence we have provided. Our records clearly demonstrate our commitment to addressing customer concerns promptly and responsibly. We value the reputation of our business and, more importantly, the trust and satisfaction of our valued customers.
  
  Thank you for your attention to this matter, and we remain at your disposal for any further information or clarification required.
  
  Sincerely,
  Nuri

  Customer Answer

  Date: 09/06/2023

  Unfortunately this is not true and I did indeed respond to their claims as you can see in my email. There are many issues with the flowers that they have admitted to in their email but did not at all address in their response here. Please keep this complaint open as I am not satisfied with the false response received. This is not a trust worthy business and I want to warn future potential customers! 

  Customer Answer

  Date: 09/06/2023

  Well yes I have photos I can send and I do have the box, but unfortunately i do not typically take photos of everything I receive in the mail, that is not a usual request. All the photos I already sent are from minutes after opening. The photo they sent me of "my flowers" is dated after they shipped them out so their proof is not very solid.

  Please see attachments of box.
  

  Business Response

  Date: 09/27/2023

  The customer in question alleges that we sent them a damaged product and, upon our request for pictures of the shipping box, they refused to provide any evidence. He claimed that the damage was not incurred during shipping (he mentioned this in the email conversation with us and stated that this has nothing to do with the packaging)but rather that we had sent the product in that condition. However, it is important to note that the customer only provided pictures of the shipping box to the Better Business Bureau a month later, where a clear stub from a sharp tool can be seen on one side.  This suggests that it could be intentionally damaged and is now attempting to place blame on our company. Also on this side where is the stub there is an additional
  
  layer of the foam and roses are located only on the top. Please see pictures attached of the entire arrangement in the shipping box as well as one of the pictures shared with us by *** team taken in front of his door. I'm also attaching pictures of the special foam that covers top , bottom, and sides of the arrangement before being placed in the shipping box. If arrangement is damaged in transit shipping box would be damaged , dented, and entire side of the arrangement would be damaged (not only one rose).
  
  
  Furthermore, it is worth mentioning that the customer also initiated a chargeback with their financial institution (I'm guessing he didn't mention you that) requesting a refund for the purchase. ***** charged to his card was taken from us while he was still pursuing refund thru BBB. Our small business provided evidence and supporting documentation, and his financial institution sided with us, recognizing the lack of merit in the customer's claim and returned us the money back.
  
  
  It is unfortunate that despite the resolution of the case in our favor, the customer continues to harass our company in an effort to obtain an unjustified refund. Their persistence in reaching out to the Better Business Bureau seems to be their last hope in achieving their desired outcome.
  
  
  We kindly request that you thoroughly investigate this complaint, taking into account all the evidence provided. It is crucial that a fair and unbiased investigation takes place to ensure that justice is served. Our company is committed to maintaining high standards of integrity and providing exceptional customer service, and we trust that your organization shares these values. We are existing for many years , we are small family owned and operated business and as you can see, we never had single complaint before , and we never had a human like this to deal with. Employees went thru severe harassment, bullying, threats , intimidation, and blackmailing. Not only that but he also did it publicly by harassing our social media page and posting comments on many pictures with following word "scam" and posting false reviews.
  
  
  I believe we mentioned it in the previous response when customer contact us in good faith, even if customer may not be right , we may close the eyes and go above and beyond to make customer happy. We had instance where gentleman ordered arrangement for the lady and lady doesn't like particular color of the roses and gentleman doesn't damage purposefully arrangement to claim damage and refund but kindly contacted us , letting us know what happened , admitting an error, and asking us what can be done and we went beyond to make him and his partner happy.
  
  

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20466234
  
  I am rejecting this response because:
  

  There is still 0 resolution. Yes I did dispute the charge and I never hid that from anyone. I disputed it because you were unresponsive and still continue to be. I have since filed more complaints and I will continue to. 

  It is interesting to see you claim, "I believe we mentioned it in the previous response when customer contact us in good faith, even if customer may not be right , we may close the eyes and go above and beyond to make customer happy." 

  I was never once offered a ***** back or even a replacement,so I struggle to see how you are going "Above and beyond". I have seen many bad reviews for this company across other names & websites so to say you have "no bad reviews" is extremely deceiving. I want my money back and that's all I am requesting and will continue to request. As for some of the other things claimed by Le Jardin they are so ridiculous I will not even entertain them by responding back, as it seems like they thrive off dramatics.

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

  Customer Answer

  Date: 09/27/2023

  "However, it is important to note that the customer only provided pictures of the shipping box to the Better Business Bureau a month later, where a clear stub from a sharp tool can be seen on one side.  This suggests that it could be intentionally damaged and is now attempting to place blame on our company."

   

  This is so BEYOND RIDICULOUS. The box is EXACTLY how it came at my doorstep. YES I did send the photos weeks later because they were REQUESTED FROM ME. The fact that they are now blaming me for the FOURTH time is beyond ridiculous. I have a lot of better things to do then purposely sabotage a product I BOUGHT AND PAID FOR and I think if I did do that I would not be DUMB enough to send a photo of it. 

  First the issue was according to them: "Damaged in shipping" then they changed it to "Water Damage" THEN they said "The arrangement is perfect I don't see any damage" and NOW I "Intentionally destroyed the box"

   

  Are you actually serious? This is so clear as day nothing but LYING AND BLMAING ON their part it is honestly appalling. If you'd like me to reach out to *** to try to get some footage of the box from then I'd be more than happy to. 

  Customer Answer

  Date: 09/27/2023

  Sounds like a real common theme!

  Customer Answer

  Date: 09/27/2023

  By the way. This is the photo they sent me of my arrangement. I saved it to my phone to see the date/time on it. I find it very odd how the time stamp of the arrangement is dated after they already shipped mine out to me. They must be working magic. 

  Business Response

  Date: 09/27/2023

  
  
  Thank you for your email.
  
  Please see the screenshot attached and the circled part, he sent this response right after we requested pictures of the outer packaging (shipping box).

  Claimant questioned our integrity how we go above and beyond. Let me explain again customer who contact kindly and in GOOD FAITH even if customer may not be right, we will go above and beyond. Please read that again , GOOD FAITH. As you can see, we have never had single complaint for all these years our small business existing and that speaks a volume. Also, customers who admit they did wrong , they made a mistake , they mistreated arrangement knowingly or unknowingly, their partner didn't like the rose color or design they choose and come forward honestly and truthfully , we will step up and try to find a resolution to make them happy. Even though our policies are as follow :
  
  
  "Our arrangements are not pre-made. All of our arrangements are custom made to your specification at the time you place your order.
  
  If you need to modify or cancel your order, you must do so within 2 hours of placing your order.
  
  Our preserved rose arrangements are custom made to order, and for this reason they may not be returned or refunded. The exception is an arrangement damaged in transit, which may be returned for a replacement only. No refund will be issued.  If your arrangement is damaged in transit, you must contact us within 72 hours of receiving the arrangement, and the arrangement must be in your possession. "
  
  We value , honesty , kindness , truthfulness, respect all human values that unfortunately many forget nowadays but instead using disrespect , manipulation, gaslighting, threatening, abuse of any kind to employees and blackmailing. Any of these inhuman tactics are unsupported here. Our employees are valued here and me and my coworkers want to maintain safe and healthy environment for us and for all our customers.
  
  Claimant said he was never offered ***** back or even replacement maybe because he refused to cooperate with us when team asked him to provide addition information and pictures of the shipping box. And maybe because he was not truthful, and he was busy harassing and bullying us on our Instagram page , defaming our small business by calling us a "scam" , verbally abusing over the phone our female employees , disrespecting , threatening, posting defamatory reviews publicly.
  

  Customer Answer

  Date: 09/27/2023

  Thank you for your response! I have filed a complaint with the ******* Attorney General and I look forward to fully pursuing this matter.