Rich Hill Truck & Equipment Company, Inc.

As you know there are sides to every story and this is our response to the complaint filed on our businessMrN*** placed an order for flower arrangements on 4/13/at 2:PMIt was requested at time of order that the flowers be delivered by 1:pm on 4/14/Our website and delivery
policy clearly states that we do not guarantee time of deliveryThis is clearly indicated on the home page of the website www.azflorist.com and the Delivery Information page of the websiteIn addition, we did not charge any additional fees for a guaranteed or expedited time of delivery which is standard for the floral industry.Unfortunately, due to delay the flower orders were delivered after 1:pmMrN*** came to the flower shop on 4/14/to complain about the delay in delivery and we promptly refunded his money in fullIn addition, because of our commitment to excellent service we still delivered both arrangements at our expenseThe N*** received $in free flowers and this is where we expected the customer service issue resolvedOn 4/19/and in subsequent days MrN*** continued to come to our place of business and complain about the situationEven making a scene in the store and intimidating employeesHe was extremely rude and intimidating to our staffAs an employer we are obligated to provide a safe work environment for our employees and our manager determined that his behavior was in conflict with our ability to do soAt one point he referenced his position at the *** ** *** as a permit inspector and my manager interpreted that as a threat of intimidation to extort more free productIn addition, he was frequenting our place of business during work hours in a city vehicle and wearing a city uniformHe said that he expected us to redeliver more arrangements as the first ones were not to their expectationsMy manager viewed the pictures of the flowers and we have never seen an arrangement destroyed in the manner they were photographedWe have never had an issue such as this and feel that they are complicit in destroying the arrangements only to substantiate getting more free productWe would never have allowed flowers to leave our shop in the condition that these were photographedWe would have been more than happy to replace these arrangements should the customer have been reasonable and paid something but seriously when should a business stand up for itself? They expect another $in free product on top of the $in free product they already receivedAll this after MrN*** came in and made scene to our customers and employees on 4/19/In fact MrN*** threatened the Revdex.com complaint and we fully expected to receive his frivolous claims and despite his threats we are not willing to be extorted by a customer especially one that is conducting business on tax payers time and potentially using his position to muscle small businesses.Moving forward MrN*** wife started calling our business and spoke with one of the managers on 4/20/to demand replacement of the free arrangement's she receivedShe asked to speak to an owner and we were not in at the time of her callMy manager did pass the information along however, I refuse to call back and further discuss a closed situationThey received a full refund and also received $in flowers for freeWe could have easily refused delivery once the flowers were refunded but we wanted to make the customer happyNow they have filed a Revdex.com complaint just as threatened in hopes to gain more free merchandise.This feels like a shakedown and as a small business owner, community advocate, employer and taxpayer in the city of Phoenix; we refuse the let anyone take advantage regardless of their position or possible outcomeThe easy thing to do would be to succumb to their demands but to what end? We stand by our policy and we stand by our customer serviceWe refunded the purchase in full and still delivered the arrangementsWhat more should a business do? We hope that this issue will not result in baseless problems with the city but we are prepared to stand our ground as a matter of principleI would also hope that as a taxpayer we should expect more from people who are on taxpayer time, in a taxpayer supplied vehicle and taxpayer provided uniformThere are avenues to file complaints with the *** *** on employees who abuse their position and we hope that we do not have to go there.In summary, we are a family owned and operated business who serves the local communityWe make and deliver approximately 100,orders a year and strive for customer satisfactionWe are not perfect and do make mistakes but have never had such demands placed by a customer especially one who received a full refund and free flowers! Their complaint is that we "refuse to rectify the issue" but there is no open issue and engaging in dialog will only prolong the opportunity for them to waste our time and resources just as we have had to do with responding to this complaintWe have the right to refuse service and this is one situation that we feel the need to do soWe will not deliver any more flowers for this customer and refuse to engage in any more dialog with this customerAt this point their demands are costing us irreparable damages by wasting our time and employee resources