Complaints

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• Initial Complaint

  Date:02/15/2024

  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.

  This floral shop was recommended to me from a friend in the Pittsburgh area. We called to have the florist arrange a specific “Garden Mix Urn” for a service. (Picture attached as seen on their website) We specified the funeral home-to which they did not 1. Tell me there were two locations or 2. Specify the zip code. We also gave them the name of the family receiving the arrangement. We asked for the arrangement at a $200 price point- which is not unusual for any arrangement to match a certain price point. They agreed to it-saying it would be less full but still the arrangement.
  We were notified by the funeral home that the flowers did not arrive until 4pm at their location. When I called the florist they were combative and unapologetic-blaming me on not giving them more information about the funeral home and also telling me that the use of the term “urn” is different so the wrong arrangement the funeral home received was correct. I tried to tell them we expected what was on the website but the manager tried to justify the wrong arrangement as to them “going above the price point we asked”
  The flowers were beautiful but they were not as expected. We are asking for a refund as they manager was not willing to even reason with me-knowingly admitting their website needed to be upgraded in description and also for accepting delivery to a funeral home that they then after the fact said they don’t deliver to. All of this should have been expressed on the phone for us to make a decision on prior to delivery.
  Attached is a picture of what was delivered and the receipt for what was asked for as well as a photo of the correct arrangement on their site.

  Business Response

  Date: 02/22/2024

  This customer ordered an arrangement to be delivered to a funeral home in the North Hills area of Pittsburgh on February 14, 2024.  The customer was told at the time the order was placed that the arrangement viewed on the website had blooms that were out of season, but a colorful, lush arrangement would be made.  The order was delivered to the funeral home in the North Hills at 11 a.m.  An employee at the funeral home told the driver this visitation was not there.  It was taking place in Cranberry Township, Butler County location.  An exception was made, and the driver delivered the arrangement to Cranberry Township.  It was delivered between 12:15 and 12:30.  This delivery was documented on a delivery log.  I was also given confirmation of this delivery by the funeral home.  This customer made several calls to the store.  This customer sent multiple text messages to our sales associate.  After yelling and complaining, the customer hung up on our sales associate.  The customer called back, and I took this call.  The customer was rude and disrespectful.  After listening, I tried explaining that the wrong location was given to the funeral home.  I told her we do not delivery to Cranberry Township. I explained, however, that an exception was made, on Valentine's Day, to deliver this order. I told her the correct time of the delivery. I tried explaining how many blooms were in the design and how I incorporated the colors requested.  The customer was angry and started overtalking me.  I told her there was no need to be so rude, and I too, was hung up on.  The customer ended communication with Z Florist.  No refund was offered, or will be given to this customer.

  Here is a complete list of the items incorporated for the design in question:  5 tulips, 12 roses, 3 sunflowers, 7 daisies, 5 lilies, 7 iris, 5 stock, 4 alstro, 5 gerberas, 3 snapdragons, 7 lisianthus, baby breath, seeded eucalyptus, ruscus, baker fern, and commodore.  The arrangement was completed in a design tray with oasis.

  We encourage anyone to view the photos.

   

   

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  The arrangement, as sent in the photos first attached were not in the urn that was shown on their website or any urn at all. They were on an easel.  On the receipt (as shown in the first message as well) the flowers were to be delivered to the Devlin funeral home, where they were delivered to late. It is not an error on my part if they did not look into which of the two Devlin Funeral Homes they were to be delivered too. I provided them with the name of the deceased whose visitation/funeral they were to be sent too.  The funeral home expressed the flowers did not arrive until 4PM on the day of the visitation. I spoke with their direct manager. 

   

  I did not hang up or yell over the phone with their associate. That is a flat out lie. I did text and express we did not 1. receive the right arrangement and 2. they had not shown up during the visitation. 

   

  Again, the flowers were beautiful, there is no dispute in their gifting or arranging. However, as stated we did not receive the arrangement we ordered not was it delivered on time.

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* *******