Saltsburg Floral

Dear Ms [redacted] , I am responding to a complaint that was lodged by Mrs [redacted] on 1/27/ID # [redacted] .With that being said, as a business owner of a year old established Floral Shop, I would like to extend to you may rebuttal to the situation.On 1/26/my shop received a wire in from FTD for Mrs [redacted] The order was for The FTD Precious Heart Bouquet (Standard), as similar as possible and Happy Birthday Balloons with delivery for a total of $Our standard delivery fee to the area where Mrs [redacted] lives is $5.00, the Mylar Balloons are $5.00, leaving us a total of $to prepare a vase for herAlthough her mother apparently paid $since that is what the complaint amount is for, as you see from the attached order, we only received $47.94.My designer prepared the vase and it was delivered by my driver, Colleen S [redacted] , who had called to make sure there would be someone present to receive due to cold weatherColleen delivered the vase and received a text on her personal phone stating that Mrs [redacted] was unhappy withher vase and wanted to post pictures online or do an online review stating her positionColleen called Mrs [redacted] and said that someone would call her on 1/27/to redeliver another vase and pick up the one she was unhappy with.On 1/27/16, our shop and driver's made several attempts to contact Mrs [redacted] to make arrangements with her, but she was not homeMrs [redacted] contacted my shop in the afternoon and spoke to my designerShe left a message for me to contact herAs soon as I returned to the shop I contacted Mrs [redacted] Mrs [redacted] told me right off the bat how rude my employee was and that she did not appreciate itI explained to Mrs [redacted] that my designer of over years would not be rude to her on the phone, I explained that we had made a new vase for her and were waiting to hear back from her so that we could bring the new vase and exchange it for the one that was delivered the previous dayMrs [redacted] kept telling how long we had been on the phone at different intervals and told me that I needed to be quietI explained to her while I was on the phone that my driver was walking in the door and she would be right over to deliver the vaseMrs [redacted] was not interested in listening to what I was trying to do for her, all she wanted to do was keep rehashing the vase that she was unhappy with telling me it was unacceptableI explained to here that I was trying to rectify the situation and replace the flowersThe vase that was previously deliver, had already been established that she was unhappy with itI explained to Mrs [redacted] that when my delivery driver came to her house to deliver the new arrangement, that if she was unhappy with the new vase, she should refuse the new order, return the first vase and I would be happy to refund her mother's money.Mrs [redacted] told me that no, she wanted us to be paid for what we were sendingNever once did I berate Mrs [redacted] I did not shout at her, nor did I prevent her from talkingI did explain to Mrs [redacted] that I did not feel that she would be happy with the vase that I was sending up as a replacement and that in the future, if my shop received an order for her, we would refuse the order and another shop would have to make and deliver itMrs [redacted] did not even come to the door when my driver deliveredMy high school driver was greeted at the door by Mr [redacted] who was very unfriendly to my driver.I have gone above and beyond trying to make Mrs [redacted] happyIn my mind she was not going to be happy with anything that we did either with new flowers or refunding her moneyI do not appreciate being threatened by a customer when we didn't even have a chance to make good on the order as well as Mrs [redacted] giving information as to who she spoke to when she called and me returning a call to herMrs [redacted] also proceeded to tell me at the end of our conversation that she had taped our entire conversationI mentioned to her that that was illegal, as she informed me after the fact and told her to have a nice day before hanging up.For your review, attached is a listing of the product details as they are listed on FTD's website, including the type of flowers that we listedThe flowers that she said were wilted, were Matsumoto Asters, not carnationsThat is the was the flowers areThe mini carnations were not fully opened as they would have opened graduallyThe roses were a pale pinkWe were permitted to make the arrangement similar, which means we can substitute colors or flowersWe only substituted colors, not flowers.Although you can probably not see from the picture that I have included, that is the second vase that was sent to Mrs [redacted] , which she keptThere was no reason that she should have been unhappy with itOverall, my shop lost money doing this order for this customerWe used twice the amount of flowers, vases, balloons, deliver feesAlthough we received one arrangement and one vase back, we could not resell either one so I am out $plus fees to FTD which would amount to $out of pocket expenses for my shop as well as the time preparing for this response, taking away from my other duties.I have included all the appropriate documentation for your reviewI hope this meets your needsShould you need further information or additional pictures of the first vase we made and delivered, I will be happy to get that over to youSincerely, Bobbi Jo D***OwnerSaltsburg Floral and Gifts

Dear Ms*** ***,I am responding to a complaint that was lodged by Mrs*** ** *** on 1/27/ID #***.With that being said, as a business owner of a year old established Floral Shop, I would like to extend to you may rebuttal to the situation.On 1/26/my shop received a wire
in from FTD for Mrs***The order was for The FTD Precious Heart Bouquet (Standard), as similar as possible and Happy Birthday Balloons with delivery for a total of $Our standard delivery fee to the area where Mrs*** lives is $5.00, the Mylar Balloons are $5.00, leaving us a total of $to prepare a vase for herAlthough her mother apparently paid $since that is what the complaint amount is for, as you see from the attached order, we only received $47.94.My designer prepared the vase and it was delivered by my driver, Colleen S***, who had called to make sure there would be someone present to receive due to cold weatherColleen delivered the vase and received a text on her personal phone stating that Mrs*** was unhappy withher vase and wanted to post pictures online or do an online review stating her positionColleen called Mrs*** and said that someone would call her on 1/27/to redeliver another vase and pick up the one she was unhappy with.On 1/27/16, our shop and driver's made several attempts to contact Mrs*** to make arrangements with her, but she was not homeMrs*** contacted my shop in the afternoon and spoke to my designerShe left a message for me to contact herAs soon as I returned to the shop I contacted Mrs***Mrs*** told me right off the bat how rude my employee was and that she did not appreciate itI explained to Mrs*** that my designer of over years would not be rude to her on the phone, I explained that we had made a new vase for her and were waiting to hear back from her so that we could bring the new vase and exchange it for the one that was delivered the previous dayMrs*** kept telling how long we had been on the phone at different intervals and told me that I needed to be quietI explained to her while I was on the phone that my driver was walking in the door and she would be right over to deliver the vaseMrs*** was not interested in listening to what I was trying to do for her, all she wanted to do was keep rehashing the vase that she was unhappy with telling me it was unacceptableI explained to here that I was trying to rectify the situation and replace the flowersThe vase that was previously deliver, had already been established that she was unhappy with itI explained to Mrs*** that when my delivery driver came to her house to deliver the new arrangement, that if she was unhappy with the new vase, she should refuse the new order, return the first vase and I would be happy to refund her mother's money.Mrs*** told me that no, she wanted us to be paid for what we were sendingNever once did I berate Mrs***.I did not shout at her, nor did I prevent her from talkingI did explain to Mrs*** that I did not feel that she would be happy with the vase that I was sending up as a replacement and that in the future, if my shop received an order for her, we would refuse the order and another shop would have to make and deliver itMrs*** did not even come to the door when my driver deliveredMy high school driver was greeted at the door by Mr*** who was very unfriendly to my driver.I have gone above and beyond trying to make Mrs*** happyIn my mind she was not going to be happy with anything that we did either with new flowers or refunding her moneyI do not appreciate being threatened by a customer when we didn't even have a chance to make good on the order as well as Mrs*** giving information as to who she spoke to when she called and me returning a call to herMrs*** also proceeded to tell me at the end of our conversation that she had taped our entire conversationI mentioned to her that that was illegal, as she informed me after the fact and told her to have a nice day before hanging up.For your review, attached is a listing of the product details as they are listed on FTD's website, including the type of flowers that we listedThe flowers that she said were wilted, were Matsumoto Asters, not carnationsThat is the was the flowers areThe mini carnations were not fully opened as they would have opened graduallyThe roses were a pale pinkWe were permitted to make the arrangement similar, which means we can substitute colors or flowersWe only substituted colors, not flowers.Although you can probably not see from the picture that I have included, that is the second vase that was sent to Mrs.***, which she keptThere was no reason that she should have been unhappy with itOverall, my shop lost money doing this order for this customerWe used twice the amount of flowers, vases, balloons, deliver feesAlthough we received one arrangement and one vase back, we could not resell either one so I am out $plus fees to FTD which would amount to $out of pocket expenses for my shop as well as the time preparing for this response, taking away from my other duties.I have included all the appropriate documentation for your reviewI hope this meets your needsShould you need further information or additional pictures of the first vase we made and delivered, I will be happy to get that over to you.Sincerely,Bobbi Jo D***OwnerSaltsburg Floral and Gifts

Dear Ms. [redacted],
I am responding to a complaint that was lodged by Mrs. [redacted] on 1/27/16 ID #[redacted].With that being said, as a business owner of a 38 year old established Floral Shop, I would like to extend to you may rebuttal to the situation.On...

1/26/16 my shop received a wire in from FTD for Mrs. [redacted]. The order was for The FTD Precious Heart Bouquet (Standard), as similar as possible and Happy Birthday Balloons with delivery for a total of $47.94. Our standard delivery fee to the area where Mrs. [redacted] lives is $5.00, the Mylar Balloons are $5.00, leaving us a total of $37.94 to prepare a vase for her. Although her mother apparently paid $56.00 since that is what the complaint amount is for, as you see from the attached order, we only received $47.94.My designer prepared the vase and it was delivered by my driver, Colleen S[redacted], who had called to make sure there would be someone present to receive due to cold weather. Colleen delivered the vase and received a text on her personal phone stating that Mrs. [redacted] was unhappy withher vase and wanted to post pictures online or do an online review stating her position. Colleen called Mrs. [redacted] and said that someone would call her on 1/27/16 to redeliver another vase and pick up the one she was unhappy with.On 1/27/16, our shop and driver's made several attempts to contact Mrs. [redacted] to make arrangements with her, but she was not home. Mrs. [redacted] contacted my shop in the afternoon and spoke to my designer. She left a message for me to contact her. As soon as I returned to the shop I contacted Mrs. [redacted]. Mrs. [redacted] told me right off the bat how rude my employee was and that she did not appreciate it. I explained to Mrs. [redacted] that my designer of over 20 years would not be rude to her on the phone, I explained that we had made a new vase for her and were waiting to hear back from her so that we could bring the new vase and exchange it for the one that was delivered the previous day. Mrs. [redacted] kept telling how long we had been on the phone at different intervals and told me that I needed to be quiet. I explained to her while I was on the phone that my driver was walking in the door and she would be right over to deliver the vase. Mrs. [redacted] was not interested in listening to what I was trying to do for her, all she wanted to do was keep rehashing the vase that she was unhappy with telling me it was unacceptable. I explained to here that I was trying to rectify the situation and replace the flowers. The vase that was previously deliver, had already been established that she was unhappy with it. I explained to Mrs. [redacted] that when my delivery driver came to her house to deliver the new arrangement, that if she was unhappy with the new vase, she should refuse the new order, return the first vase and I would be happy to refund her mother's money.Mrs. [redacted] told me that no, she wanted us to be paid for what we were sending. Never once did I berate Mrs. [redacted].
I did not shout at her, nor did I prevent her from talking. I did explain to Mrs. [redacted] that I did not feel that she would be happy with the vase that I was sending up as a replacement and that in the future, if my shop received an order for her, we would refuse the order and another shop would have to make and deliver it. Mrs. [redacted] did not even come to the door when my driver delivered. My high school driver was greeted at the door by Mr. [redacted] who was very unfriendly to my driver.I have gone above and beyond trying to make Mrs. [redacted] happy. In my mind she was not going to be happy with anything that we did either with new flowers or refunding her money. I do not appreciate being threatened by a customer when we didn't even have a chance to make good on the order as well as Mrs. [redacted] giving false information as to who she spoke to when she called and me returning a call to her. Mrs. [redacted] also proceeded to tell me at the end of our conversation that she had taped our entire conversation. I mentioned to her that that was illegal, as she informed me after the fact and told her to have a nice day before hanging up.For your review, attached is a listing of the product details as they are listed on FTD's website, including the type of flowers that we listed. The flowers that she said were wilted, were Matsumoto Asters, not carnations. That is the was the flowers are. The mini carnations were not fully opened as they would have opened gradually. The roses were a pale pink. We were permitted to make the arrangement similar, which means we can substitute colors or flowers. We only substituted colors, not flowers.Although you can probably not see from the picture that I have included, that is the second vase that was sent to Mrs.
[redacted], which she kept. There was no reason that she should have been unhappy with itOverall, my shop lost money doing this order for this customer. We used twice the amount of flowers, 2 vases, 2 balloons, 2 deliver fees. Although we received one arrangement and one vase back, we could not resell either one so I am out $47.94 plus fees to FTD which would amount to $50.00 out of pocket expenses for my shop as well as the time preparing for this response, taking away from my other duties.I have included all the appropriate documentation for your review. I hope this meets your needs. Should you need further information or additional pictures of the first vase we made and delivered, I will be happy to get that over to you.
Sincerely,
Bobbi Jo D[redacted]OwnerSaltsburg Floral and Gifts

Review: I received a foral arrangement as a birthday present from Saltsburg Floral. When it was delivered it looked NOTHING like the image that was paid for. It had 4 white roses. Each of them were brown on the outside and in the middle. There were 15 pink carnations and only 5 had blossomed. The other 10 were buds and even were green. The 5 blossomed carnations were already wilted and pointing down. Next there were 10 purple fillers. Some of these were also wilted and pointed down. It is beyond me why an establishment would even send these out. I sent pictures of the arrangement to the store, and informed them that the arrangement looked awful and I was considering making an online review, however I told them I would give them an opportunity to correct it before making a review. They called and told me they would replace them the following day. When I called the next day the owner answered the phone. She unbelievably berated me for 15 minutes straight. Of which I barely spoke a single sentence. Cause I was unable to even speak because she never stopped shouting. She accused me of doing something to the arrangement myself. And told me they were fine when they left the shop. I told her that when they were delivered they were not fine. She sent a new arrangement. But unfortunately this one was not much better. The roses look better but the carnations were buds, green buds! By the time they open the roses will be dead. I am just shocked how this played out.Desired Settlement: I would like the business to be held accountable for how they handled this and for the terrible product they sent.

Business

Response:

Dear Ms. [redacted],I am responding to a complaint that was lodged by Mrs. [redacted] on 1/27/16 ID #[redacted].With that being said, as a business owner of a 38 year old established Floral Shop, I would like to extend to you may rebuttal to the situation.On 1/26/16 my shop received a wire in from FTD for Mrs. [redacted]. The order was for The FTD Precious Heart Bouquet (Standard), as similar as possible and Happy Birthday Balloons with delivery for a total of $47.94. Our standard delivery fee to the area where Mrs. [redacted] lives is $5.00, the Mylar Balloons are $5.00, leaving us a total of $37.94 to prepare a vase for her. Although her mother apparently paid $56.00 since that is what the complaint amount is for, as you see from the attached order, we only received $47.94.My designer prepared the vase and it was delivered by my driver, Colleen S[redacted], who had called to make sure there would be someone present to receive due to cold weather. Colleen delivered the vase and received a text on her personal phone stating that Mrs. [redacted] was unhappy withher vase and wanted to post pictures online or do an online review stating her position. Colleen called Mrs. [redacted] and said that someone would call her on 1/27/16 to redeliver another vase and pick up the one she was unhappy with.On 1/27/16, our shop and driver's made several attempts to contact Mrs. [redacted] to make arrangements with her, but she was not home. Mrs. [redacted] contacted my shop in the afternoon and spoke to my designer. She left a message for me to contact her. As soon as I returned to the shop I contacted Mrs. [redacted]. Mrs. [redacted] told me right off the bat how rude my employee was and that she did not appreciate it. I explained to Mrs. [redacted] that my designer of over 20 years would not be rude to her on the phone, I explained that we had made a new vase for her and were waiting to hear back from her so that we could bring the new vase and exchange it for the one that was delivered the previous day. Mrs. [redacted] kept telling how long we had been on the phone at different intervals and told me that I needed to be quiet. I explained to her while I was on the phone that my driver was walking in the door and she would be right over to deliver the vase. Mrs. [redacted] was not interested in listening to what I was trying to do for her, all she wanted to do was keep rehashing the vase that she was unhappy with telling me it was unacceptable. I explained to here that I was trying to rectify the situation and replace the flowers. The vase that was previously deliver, had already been established that she was unhappy with it. I explained to Mrs. [redacted] that when my delivery driver came to her house to deliver the new arrangement, that if she was unhappy with the new vase, she should refuse the new order, return the first vase and I would be happy to refund her mother's money.Mrs. [redacted] told me that no, she wanted us to be paid for what we were sending. Never once did I berate Mrs. [redacted].I did not shout at her, nor did I prevent her from talking. I did explain to Mrs. [redacted] that I did not feel that she would be happy with the vase that I was sending up as a replacement and that in the future, if my shop received an order for her, we would refuse the order and another shop would have to make and deliver it. Mrs. [redacted] did not even come to the door when my driver delivered. My high school driver was greeted at the door by Mr. [redacted] who was very unfriendly to my driver.I have gone above and beyond trying to make Mrs. [redacted] happy. In my mind she was not going to be happy with anything that we did either with new flowers or refunding her money. I do not appreciate being threatened by a customer when we didn't even have a chance to make good on the order as well as Mrs. [redacted] giving false information as to who she spoke to when she called and me returning a call to her. Mrs. [redacted] also proceeded to tell me at the end of our conversation that she had taped our entire conversation. I mentioned to her that that was illegal, as she informed me after the fact and told her to have a nice day before hanging up.For your review, attached is a listing of the product details as they are listed on FTD's website, including the type of flowers that we listed. The flowers that she said were wilted, were Matsumoto Asters, not carnations. That is the was the flowers are. The mini carnations were not fully opened as they would have opened gradually. The roses were a pale pink. We were permitted to make the arrangement similar, which means we can substitute colors or flowers. We only substituted colors, not flowers.Although you can probably not see from the picture that I have included, that is the second vase that was sent to Mrs.[redacted], which she kept. There was no reason that she should have been unhappy with itOverall, my shop lost money doing this order for this customer. We used twice the amount of flowers, 2 vases, 2 balloons, 2 deliver fees. Although we received one arrangement and one vase back, we could not resell either one so I am out $47.94 plus fees to FTD which would amount to $50.00 out of pocket expenses for my shop as well as the time preparing for this response, taking away from my other duties.I have included all the appropriate documentation for your review. I hope this meets your needs. Should you need further information or additional pictures of the first vase we made and delivered, I will be happy to get that over to you.Sincerely,Bobbi Jo D[redacted]OwnerSaltsburg Floral and Gifts