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:02/15/2025

  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.

  Nothing says I love you like getting Valentines Day roses the day after. I got a call apologizing saying they did the best they could to deliver on time but failed. Florist hike up their prices for flowers during Valentines Day as this is one of their busiest times of year. As a consumer, i understand this. I understand the price increase is largely due to an elevated overhead for this massive production. What I dont appreciate is getting a call the day after the event with an apology saying they did the best they could. The flowers are for Valentines Day not the day after. It makes one wonder if they deliver flowers a day late to a funeral or a day late to a birthday celebration. If they arent going to arrive on time, the business should call so that other arrangements can be made. Lastly, since a florist charges extra on high volume days - shouldnt they do the right thing when they fall short which is to discount the flowers/ delivery considerably for their inability to deliver as promised? Well, that is what I am expecting. A refund. They can keep their phony apology saying they did the best they could and put their money where their mouth is. ******.

  

  Business Response

  Date: 03/03/2025

  We attempted the delivery as requested. The business was closed, and the sender was notified of the same. There was no requested delivery time on the delivery, and we were not aware this business would close that early in the day. When we spoke with the customer, the sender requested that we redeliver the next day by 1pm., which we did as was requested. It is our policy to offer the customer whatever he/she believes is fair to resolve the issue. If the customer believes a refund is fair, we do that. Our customer service is available to help anyone at ***************************** or ************.

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because:   It appears whoever is over operations at McShan's is grasping at straws to validate their reasoning for being unable to deliver flowers.  I'm not in the flower business but I would think if I accept an order which is to be delivered to a business on a specific day,  then either the hours of operation of said business are asked upon at the time of order or the hours of operation are verified when scheduling delivery.   In this case, I was not asked about the hours of operation for the business and the hours are definitely posted online. Does McShan deliver to businesses hoping they can make it ontime prior to closing without knowing the closing time? I truly cannot believe a flower business on their busiest day would take such a risk.  I would imagine everything has to be a lot better calculated and strategized. Additionally, the shop was open later than normal on Friday, February 14, 2025. It was scheduled to close at 5:00 but closed at 6:00 p.m.  No delivery attempt was made between the hours of 9:30 a.m. - 6:00 p.m. on that day. I'm not certain if this flower business has telematics on their delivery vehicle which can verify the location of such vehicle on any given day, but that would be helpful in determining what time said attempt was made.  As it stands, I find the business response offensive. For this reason I reject their response and eagerly await a refund. 

  

  Business Response

  Date: 03/03/2025

  It shows that this order was placed online, and there was no special instructions regarding business times nor was the request for by 12 selected. Yes, we were open until 6pm on *********** Day, and we attempted this delivery at 5:13pm. You should have received an email at that time as well to alert you to the status of the delivery. As I previously stated, we do what our customers request as far as customer service; I understand you are requesting a refund. You can do this by contacting our customer service team at ***************************** or ************. Thank you!

  Customer Answer

  Date: 03/03/2025

  I am rejecting this respose because:   Once again, McShan is not accepting responsibility. Blaming the customer for not entering a specific time for delivery or for the delivery to be done by noon on the order form is a lame excuse for attempting to deliver at a time when most business are closed (after 5:00 p.m.) .  Great job McShan - blame the customer for your inability to collect pertinent information on your online ordering system and for not delivering on-time. I have ordered roses for Valentines and other ocassions from you for years. This is the last time, for sure.  You are not the only game in town. Keep in mind, this debacle was YOUR fault. Not mine. You have the ability to give a refund the same way you took payment -  that information is in your system.  There should be no need for me to call customer service.  You have my bank information on file.  Do your job!  Honestly, I don't understand what has happened to McShan's but given the economic crisis we are about to be in, I would hope you hire people who know how to deal with the public. Blaming the customer for your mistakes will only get you fired. In fact, you are fired from being my go to florist and I will continue as I have already started, blasting my story of what happened all over social media. Interesting, others share the same sentiments as I do which is that McShan's used to be so good, but they have really gone down hill.   I'll buy flowers at 7-11 before I buy flowers from you again.