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:11/26/2022

  Type:Product 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.

  Order created on November 4, 2022, order#*****, with amount totaling to $282.51 including tax. Itemized receipt is as follows: 12 Gerbera, 10 Hydrangea, Spray Roses And Rose ** Get ** 50 Stems.. In Long Box. Lush Looking ($230 + 6% tax) and Forever Bear (***** + tax). Floral arrangement in long box (surplus charge) was recommended by the associate who took the order, which was to be picked up on evening of November 7, 2022. Associate disclaimed that plastic will be placed in the long box so water wouldnt leak out of it. Long box is made of a light wood material. Flowers were stuck in a foam like material to keep form. When taken home and placed on the dining table, wife saw hydrangeas, small roses, and some wild flowers were not in great condition. There were holes on the leaves, ******** and wilting hydrangeas, dried rose buds. We documented via photos. The next day when we came back inside our home, we found puddle of water on our wooden floor trickling from stagnant water under the leaking long box floral arrangement on the table. Next day we started to smell mildew/mold smell coming from the table plastic and the long box crate. We picked up the long box crate and slime was under it. This is also documented video and photos. Our $700 dining table that was made of solid wood, received irreversible water stain damage. **** buds that were promised to ***** never bloomed. We placed floral arrangement in a cardboard box Reached out to owner. We provided evidence of everything and owner was apologetic. We asked for a fair partial refund of $200 (the floral arrangement costed +$244 with tax). Owner wanted to keep $100 more and refund only $150. Owner blamed us for choosing the long box, and admitted that the floral arrangement wont live well and isnt supposed to be placed in foam and long box. The long ************ option was given by his associate, otherwise wouldnt have known about it, as a first time client. Exchange of communication can be provided.

  Business Response

  Date: 12/15/2022

  Here is my response to the complaint filed ID#********:

  
  

  The customer requested a long and low arrangement with a total of 50 fresh flowers.  My employee ******* fully explained a long and low arrangement would not work well in a traditional upright glass vase.  She suggested one of our wooden distressed boxes.  The box includes a plastic liner that is made to fit said container.  When the client picked the arrangement up from our store, it was not leaking. The only way for it to leak is if the water was above the plastic liner or if the arrangement was tilted.  When any arrangement is picked up by any client we have no control over what they do with it/how it's handled.

  
  

  I was back and forth with the client about their issue.  I offered a future store credit or an immediate refund of $150-.  The client rejected both of my offerings.  The client brought back the arrangement, leaving it outside my store about 8 days later, after they enjoyed it.  There was a large note of disappointment on it for all to read.  At that point I ended all communication with the client.  I inspected the returned container and plastic liner, there was absolutely nothing wrong with it.  I added water to the liner and it did not leak.  It is still at the store and I can supply photos.  

  
  

  I appreciate your help in this matter and I am not sure of what else I could possibly do.

  
  

  Warm Regards,

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

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  ***********************
  Flowers By Candle-Lite
  559 E.Main St. Suite 6
  ********, **  07834
  *************
  www.flowersbycandlelite.com
  *********************************