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:12/16/2022

  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.

  Little House of Flowers is a florist that promises "to design and deliver a funeral arrangement that beautifully conveys your expression of sympathy and serves as a lovely memorial tribute to the deceased." This business did not do that for the funeral of my deceased father. Floral arrangements were purchased from them on the 8th December (total amount $857.48), and an email was sent to their business email on the 11th December indicating the sympathy messages to be included on each of the floral arrangements. On the 12th December, day of the funeral, they did not include any sympathy messages on any of the floral arrangements. Furthermore, they claimed that they did not receive the email, even though the owner replied directly to the email thread dated 11th December, which outlined the sympathy messages. As a result, Little House of Florists did not provide us with the floral products we purchased and discarded the sympathy messages, all the meanwhile charged us the full price ($857.48). They did not offer us any refund or compensation for their error.

  Business Response

  Date: 12/21/2022

  We politely ask the BBB to contact us for clarification prior to posting any responses that *** cause the complainant and family any continued sorrow.
  Thank you for sharing the posting of this complaint information. Our business takes pride in our products and services.
  We have reviewed and understand the communications contributed to our customers expectation and dissatisfaction.
  We requested technical support to find how we could be missing messages. Two email messages were received from other family members. Unfortunately, the complainant's email was identified by our service provider as junk mail and not displayed for us to read.
  On Dec 12th a phone call was receive assuring if we received the emails with enclosure card messages and the response was yes. The problem was that nobody clarified the number of cards expected to be delivered.
  Six cards were printed, one for each arrangement, and included on the delivered arrangements, however only three sympathy messages were added.
  We did offer two different options that were rejected. Instead, the customer chose to use social media and the BBB.
  

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Little House of Flowers has not offered to provide any compensation or refund to the complainant for not including the sympathy messages, and no evidence has been provided to neither the Better Business Bureau, nor the complainant, to suggest otherwise. Instead, Little House of Flowers continues to blame the complainant for their grave error by suggesting that social media and the BBB have been referred to by the complainant for their grievance, and no evidence has been supplied by the LIttle House of Flowers to back this allegation. Furthermore, no evidence has been supplied by Little House of Flowers to suggest that any of the email messages were sent to their business junk email, albeit the complainant has supplied evidence that they had replied directly to the email of the complainant outlining the sympathy messages to be included on the floral arrangements (6 in total were very clearly stated in the email). The reply from Little House of Flowers is refuted by the complainant and remains unsatisfactory as products were paid in full that were not fully delivered to the funeral home.

  Business Response

  Date: 12/28/2022

  ******* and BBB,
  Attached are copies of email messages for your review.
  The message including the compensation offered has been uploaded.
  Also included are email messages that are marked as junk by our internet service provider.
  The orders attached include messages received.
  The service provider explained that some email addresses, Senders, may need to send email messages several times to get through current email filtering technology and for our customer it unfortunately marked messages as unacceptable or junk. We completely agree is not our customer's fault. We have learned from this situation and will work to improve.
  This is an unfortunate issue where we continue to hope to find a reasonable solution.
  
  See Attachment/File: Scan0008

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please note that the customer provided her contact details to ******************** on the 8th December, the same date of purchasing both the flowers and sympathy messages. Albeit the fact that Little House of Flowers did have knowledge of the customer's contact details, and knowledge that sympathy messages were to be included as part of the purchase of flowers, Little House of Flowers did not contact the customer before even delivering the ********************** to the funeral home on the 12th December to verify the content of the sympathy messages. Little House of Flowers did admit to the BBB of its grave error without any offering of an amicable solution or refund to the customer. Finally, please note that offering the customer a store credit is not an amicable solution as a result of their error. The response from Little House of Flowers is refuted by the customer.

  Business Response

  Date: 01/11/2023

  Thank you for your response. Little House of Flowers offered amicable solutions that have been rejected. Thank you.

  Customer Answer

  Date: 01/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The customer rejects the store credit offered by Little House of Flowers as it is not an amicable solution. The customer has requested compensation or partial refund for the grave error committed by Little House of Flowers and evidence was supplied to the BBB to justify and confirm that they indeed commit the grave error. Furthermore, The Little House of Flowers has proven to the BBB that it is not a fair business nor willing to treat its customers fairly nor offer fair compensation to its customers for their error. It is the hope of the customer that the ******************** will recommend to the Little House of Flowers that a partial refund is due to the customer for their poor service and lack of customer support or receive a negative rating.