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:07/10/2023

  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.

  In early June, I had reached out to this company requesting prices on a large bouquet of roughly 100 roses with a few sunflowers added in (no greenery added). After going back and forth with ******* and mentioning to this local business that I would love to stay local and rather not purchase from a surrounding county, we agreed on a price short of $300 for the bouquet I was requesting, which was to be paid 6 days before date of pickup which was July 10th. Staying local is very important to me because I always try to support locally where I can. I had sent inspiration pictures to the representative, asked very extensively how the bouquet would look, and confirmed with the rep that I needed it to be voluminous, and wrapped modern with floral paper. When I arrived at the business, I stated I was there for a pickup, and was greeted with, "We were just talking about you," as she handed me the bouquet that I was able to grab with 1 hand. I expressed that this bouquet was not what I had expected and asked if there were indeed 100 roses as requested. The same lady asked if it would "make me feel better if she counted the flowers." Very rude and unacceptable, and at that unprofessional. I stated again, this is not what I had asked for and asked what could be done. She went to get ******, who made it clear multiple times during my visit that "she was the owner." During exchange of words with ******, I repetitively stated that this bouquet was not what I had requested per the email exchange with *******, and what we could do, as this bouquet was needed for today, July 10th, and I didn't have another arrangement as The Flower Gallery assured me that it was going to be what I had requested. ****** stated she was not going to argue with me, and told me to breathe and count to 10. I requested that she should not comment on how I should react for paying an extensive amount of money, $260+ for a bouquet that was nothing like the pictures. I left with a bouquet that was not worth it

  Business Response

  Date: 07/17/2023

  Customer arrived at store for pick-up on July 10 and at seeing ******* was not satisfied. The designer did want to ensure satisfaction, so flowers were swapped out and additional flowers were added at no additional charge. At the time, a partial refund of $26.25 was issued as customer's expectation with water tubes could not be met so it was right to adjust the price. A second partial refund of $52.50 was issued based on customer's dissatisfaction with size of bouquet. Customer proceeded to take bouquet with as it was a gift for a friend.

  Later in the day, an email was received from said customer to discuss further dissatisfaction and her customer service experience. After email receipt, I discussed interaction with both owner and front end customer service, at which time it was determined to issue a 3rd refund in the amount of $183.75. I reached out to the customer via phone, July ***********, and left a voicemail stating the final refund amount.

  Every attempt was made to make whole the customer with the bouquet design and a full refund has been issued. The refund transactions are attached for reference.