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:10/03/2023

  Type:Delivery 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 order flowers the day before on company website. In special comments section I stated must he delivered by noon. I called at 1:30.next day to confirm they had order since didn't get their by.noon. I was told order was received by vendor. At 5 pm my daughter still had not received.flowers at.******* hospital. Tried emailing and calling florist. Tried 4 times. Website said they closed at 4. I called ******* hospital to confirm flowers had not been delivered to hospital at 6 pm. Still no flowers. My daughter was discharged around 10PM. I had receivef an email from florist threatening to get the very late delivered flowers picked up from the new mom at hospital. The flowers were not the same value as what was ordered. I understand substitutions but this looked so different and not equivalent to what was ordered.

  Business Response

  Date: 10/17/2023

  Good day
  Once again, MY website plainly explains everything in full detail and this lady did not bother to read the specifics before she hit the send button..... 
  She has the option to send in that changes can be made, depending on availability or NO Subs, and she would have been called and told we cannot guarantee the exact container and flowers that particular day
  She left the order open for us to do the best we could and that is what we did,
  She called here in the attack mode, and this sets the tone for me......threatening to stop payment on her credit card......
  and i told her if its not what she ordered, 
  i would be happy to go back and pick it up....
  no problem
  
  We are a very busy flower shop, Just chosen as the Best florist in ********* by ********* *********** and ****** votes
  and 
  we never guarantee delivery times unless its a funeral that is taking place,  we are located across the street from the 2 largest funeral homes in *********, 
  So, we never know what we are gonna walk into each morning that comes in thru the night......
  
  I am sorry that her daughter lost one of the babies, 
  That *************************** had COVID at that time and could not be with her daughter and I am sorry this customer chose to take it out on me.......
  I have been in business for over ***************************************************** the way this lady did and i refuse to take that kind of bullying and abuse off of anyone
  then she sends me an email trying to apologize for being so nasty explaining her situation .....
  These keyboard warriors are a dime a dozen
  Thank U

• Initial Complaint

  Date:08/01/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  When I purchased through the site I was in a hurry, so i did not do my normal search of reviews. Which is bad on me. I purchased Item A to be delivered to the hospital. When the item was delivered the recipient sent me a picture and it was not Item A, but instead it was ************ B was of lesser value, according to their website.I reached out to them asking what happened and a refund for the mistake. They declined a refund and said that they were allowed to substitute items and that is listed on their website. I responded to them after reading through their website that, yes, they are allowed to subsitute items but must be of equal value. I sent them a screenshot that showed how Item A was more than Item B that was delivered and asked to be refunded the difference. As well as a screenshot of their own written policy on their website, that states they can substitute with something of equal value.They responded that they would go back to the hospital and disturb the recipient and take back Item B to issue a refund. I told them they should only do that if they have Item A to replace ********** this point they decided to call me crazy - "the full moon has people a little crazy" is the exact text that was sent to me. They called me after going back and forth. They said that they called the recipient of the flowers and complained to them about me trying to get a refund and said they would come to their room and take the flowers away. This is not good customer service and also that is they are not their client, I am. They then proceeded to tell me to never contact them again, and that I have been warned. They said they had the recipients phone number and will harass them too, if i contact them again.If you read other peoples reviews, I am not an outlier, this company treats people very poorly and continues to get away with it. After my initial review they harassed and threatened me again for putting a bad review and attempted to contact the recipient again.

  Business Response

  Date: 08/21/2023

  *********** set the tone for this complaint
  Keyboard warriors such as this lady are a dime a dozen, U only get their story
  
  She did not read the website.......period..... and gave ** the option to sub for this arrangement  if necessary
  We gave her another keepsake ceramic baby ************* with the same flowers and their was no difference in the price, 
  she absolutely was not cheated as she claims.....
  I have been in business over 34 years and have never knowingly cheated anyone
  I certainly would not have a customer base of over 24K if i had....
  I dont choose to service customers such as this lady, their will always be a problem because u cant make them happy 
  I will guarantee u 99% of the folks i take care of are perfectly happy and would never throw a fit such as this lady did and threaten me with her brother who is an attorney...
  but u always have that one 
  
  I contacted her brother myself, where the flowers were sent, he apologized for his sisters behavior and said every thing  was perfectly good with him, no issues.....

  Customer Answer

  Date: 08/21/2023

   
  I am rejecting this response because:
  
  they should have never contacted my brother who was the recipient of the gift. He is not their client and he was in the hospital that did not know the situation at hand. The screenshots I sent show exactly what the cost difference is between the two items. Item A was more expensive than item B. 
  

  In black and white on their website, it says they can exchange something of equal value my only complaint was that these two items were not of equal value as it is clearly printed on their website. 
  

  They had other options on their website that were of equal value clearly marked, but thy chose something of lesser value. If their website service details said that they were able to change for something of equal or less value then this wouldnt be an issue. But it is clearly written on their website that it needs to be of equal value. 
  

  Also after my recipient was able to get some rest and I explained to him what really occurred he agrees with me how terrible their service is. They attempted to contact him about my behavior to try and get me into trouble or something childish. If you have an issue with a client then you need to handle it with the client not the recipient of a gift that has no idea of the situation at hand.