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:09/07/2023

  Type:Billing 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.

  On 4/27/2023 I contacted Chattanooga Florist to put together two flower arrangements for my mother's wake. I paid them by phone that day for the arrangements and delivery to the venue on 5/7/23. On the day of the service, the arrangements did not arrive on time. When I tried to contact them, it went to an answering service that was outside of the country. There was no way to reach the merchant directly. The answering service said they would attempt to reach out to the merchant and then never got back to me. The arrangements arrived almost an hour late and had to hastily be arranged barely in time for the service. That's when we found out they were wrong. One of them was completely different from what we ordered and the other one had different colors than what was displayed on the website and had dead/wilting flowers on it
  
  On 5/8/23 we reached out to the merchant that provided nothing but excuses and said that they sent the wrong arrangement because 'that was all they had'. They never contacted me to ask if this was ok. Their solution was to discount the arrangement that was wrong. However, that would only take it down to the original price of what they ended up sending anyways. The then tried to retract the small credit they originally issued me.
  
  After several months of disputes and appeals, the credit card company sided with me. A couple of days later I find that the company had charged my card without authorization. I never even authorized them to store my card. I contacted my local PD and went to the store and they acted clueless and like they had no idea who I was (even though they somehow knew I was the person who called months earlier and used 'foul language' and they couldn't find any information on me as a customer. And conveniently the person in charge of billing was not there. I filed a police report, disputed the charge and have contacted a law firm to press criminal fraud charges. I just want others to know their immoral and illegal business practices.

  

  Business Response

  Date: 09/22/2023

  Chattanooga Florist, inc     September 22,2023

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

  Response to BBB #********

  Dear Sir:

  On April 24,  2023 ***** ****** place an order of flowers to be deliver to the ****** ****** ** ********** **** *******.  She asked for a spray on an easel called "Peace and Prayer" with white and blue flowers.  She asked for another arrangement called "Remembrance  Arrangement" and wanted this to match the other one.  
  The time to deliver was by 3pm on Sunday (we are closed on Sundays) but told her we would deliver the flowers for her.  We arrived at the church and the minister's wife told the delivery team where to place the flowers, which they did.  This was 1:20pm which was earlier that the 3pm requested time.  

  On May 8th (Monday) I received the call that the second arrangement was not the one they ordered and I appolized and asked to give her 50% off as it wasn't what she ordered. The arrangement was $164 and I credited her card  $82, it was a ********** ending in **** on May 8th at 1:13pm.

  I thought everything was  solved until I got  a charge back on my account.  I sent the invoice into the credit card company along with the delivery ticket and order and the credit card company found in my favor.  Then on August 20, 2023 another charge back came from the credit card company, which was the same order delivered on May 7, 2023.  I again sent in the delivery ticket and invoice to the company and again they found the charges legitimate and denied the chargeback. 

  Mr. ****** (?) came into the the shop with a police officer and harassed my designers (who knew nothing about his problem).  I was at a Chamber meeting and arrived back at the shop about 2pm and the staff were upset with the police officer and Mr. ******** coming in unannounced and frightening them.  Mr. ****** should be aware that this action was rude and should never do something like this in any business.  He must be very upset but, he shouldn't take his frustration out on my staff who knew nothing about the May order.  

  Sincerely,

  ****** ****** 

  Customer Answer

  Date: 09/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  This is a complete lie, I have records from **** showing that they sided WITH ME and then she charged my card on file a few days later, which again I did not authorize them to store. I contacted **** and they confirmed this. I can provide documentation from the credit card company stating as such. I showed up with the police and was not rude or harassing to any of the staff I was there wondering why my card was fraudulently charged. Unfortunately apparently Ms. ****** is the only person who handles billing for them. When the call was first made to them I was told she was out of town, then it was a surgery and NOW it is a chamber meeting, I assume she was in the back the whole time and didn't want to answer for her criminal activity. I did nothing out of line but ask why I was charged in the presence of the police. I thank her for informing me how to conduct myself in a business as she clearly knows how to run a successful one that is blasted constantly on social media for their subpar work and shady practices. They do have a very storied history in Chattanooga that will be over soon. Ms. ****** is a proven liar and I now have the evidence for whenever I see her in the courtroom. My being upset right now for being robbed is nothing compared to how upset she will be when she has to cut me a check when we leave the courtroom.

  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 09/25/2023

  If you will notice the final resoplution came on August 20th in my favor. On August 22nd they charged my card that they illegally stored on file. 

  

  Business Response

  Date: 10/11/2023

  I have read the 2nd complaint from Mr. ******. The flower delivery was for 3pm and we delivered the flowers at 1:20p Sunday, so almost 2 hours before the time stated. The order was very generic with only colors specified. When Mrs. ****** called and.complained that one of the arrangements was not what she ordered. I told her that since I couldn't replace the arrangement we could offer a 50% discount, which I did ($80 discount). She never mentioned anything else was wrong. Mr. ****** asked for his money back on the entire order, which the credit card company denied. I accidently charged his account the money due us and didn't realize this until he called and said I charged the card. I called the credit card company and they had credited his card back to the original order (which had the $80 still on the charge that I credited back). Then the credit card company said I did charge the card and when I said should I credit that back to him, they said to let the charge as they were going to credit the $80 back and the other charge that I did should stay.
  Mr. ****** did come to my shop with a police officer and since f was out, he evidently approached the designers with his grievances. They are designers and know virtually nothing about the office matters.
  I do deny that anyone was rude to him and was always business like in this matter. I have talked the Mr. ****** 2 times and both times he was very rude and cursing me, so I told him I would appreciate his not using words like he was using. He continued so the conversation was cut short.
  This company has a satisfaction replacement practice and since we couldn't replace the incorrect order for a funeral that had taken place, we offered a discount.
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 10/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Again, more lies from ****** as she has proven she enjoys doing time and time again.. First off, $80 isn't 50% off of a $432 order. No apology was even offered nor was wrong doing admitted. They went on the offensive instantly which is terrible business practice as proven by the relative failure of this establishment compared to other florists in the city. The $80 refund was due to us paying for an item they did not have in stock so it was the original price we would've paid if that was what we originally ordered. The credit card company DID give me my entire refund as I have shown in the documents I provided here on BBB, the CPD and my lawyers office. ****** 'accidently' committed credit card fraud 2 days after **** sided with me and 'accidently' stored my card information without authorization to do so. She is also lying about what **** said. They are not charging me a single dime from this fraudulent establishment both refunds are still there. I will admit that both of our conversations have been less than cordial as having someone try to rob me assuming I would not find out and then lying about it might cause someone to be a bit 'rude'. This whole ordeal has been bad business through and through in addition to it being outright illegal. That is par for the course for this business as reflected by their dreadful ****** reviews and social media presence. It is sad that a company so old and established in this city is being run into the ground by such immoral, unempathetic, greedy and incompetent practices by leadership. I just hope in the coming lawsuit the designers aren't punished for the action of the owner but I doubt she would care much about that. They want no resolution in this matter. They want to lie to try to get out of it instead of admitting wrong doing.

   

  I do thank ****** for providing more easily disprovable and fraudulent information for **** and my lawyer as it makes their jobs so much easier.

  
  
  Sincerely,
  
  
  
  ******* ******