Alfa Flower Shop

Good Morning,
This was the worst customer service I have ever experienced. When I spoke with [redacted] I NEVER said that the flowers were fresh and were not fresh that makes no sense. I told her that the roses that I received did not look fresh and that my roses were opened and appeared to be a bit wilted. She interrupted me by saying all the flowers that they sent out that week were fresh. I said ma'am NO she once again interrupted me and said YES all of our flowers were fresh and they had received no complaints. I then finished speaking and told her that none said that THOSE flowers were not fresh as I was specifically referring to MY ORDER. So, I do not understand what she was confused about. I have ordered flowers from Alfa for years now and I have NEVER made a single complaint. I have referred them to others and always praised their work. I was not aware that my sister had a previous complaint with flowers she had ordered for someone else. Once again that had nothing to do with me. The written response from Alfa states that all of their employees are leery of taking orders from these accounts in fear that they will end like this. Once again I have never had a complaint before so why would you be leery of THESE ACCOUNTS? I am one person with one account I do not have a joint account or multiple accounts. (these) As of February 11th I made my one and only complaint and this has now made the employees leery of my account?  I am being penalized because my sister had a complaint prior to mine. However, it is also important to note that my sister has ordered flowers from Alfa since the complaint and she was pleased.
[redacted] asked me what I wanted them do. I told her that she could have initially apologized, offered a credit or something to attempt  correct the problem. Alfa mentioned the credit  in their response with several question marks as if this was the basis for the call. It was not it was one of the many actions that I suggested. I would have been satisfied with a simple "I am sorry we felt the flowers looked great however I am sorry that they were not up to your standards." Instead the entire matter was handled in a very aggressive matter. My sole purpose of calling Alfa was to inform them about my personal feelings about the display in hopes of receiving at least an apology and possibly a note on my file that would at least inform the person creating my next order that I am a very particular on the overall look. I gave [redacted] suggestions on how to rectify the problem as she asked me what I wanted her to do. When [redacted] told me I could bring them in I absolutely declined because I paid to have them delivered as I work during the day. I had no problem with them picking them up and refunding the account. I was more so disappointed that this was the reaction I received the very first time a display failed to meet my standards. 
Thank you,

In response to this letter, we disagree completely with this customer.  We were not unprofessional and we did not commit slander, how shameful of her to accuse that of us.  We took care of this order like we have many times with her and her sister.  This is very typical for this to...

happen and we can do no right with these accounts they have with us.  The most disturbing thing is that the flowers were beautiful, perfect and fresh.  She called to complain and wanted a credit and seemed confused as to accusing us with the flowers not being fresh and then when we told her they were the freshest we have as they just came in, then she said she didn't say they weren't fresh and she wanted a credit which was very confusing. So, we decided to retrieve the flowers as she stated clearly she didn't want to bring them back so we picked them up and credited her for the flowers.  So we are still disturbed that she said they were AND weren't fresh in the same sentence and then asked for credit?????   All the employees are leery of taking orders from these accounts as they so often end up like this so we feel we will never succeed with them.  Once we got them back to the store, EVERY ONE of the employees asked why they were returned because they were perfect.  I think the point is clear as to what's going on here.  We are always professional and service orientated.  Every once in a while a customer is like this and we can't do anything right.  We can't afford to do business with customers like this.  We are overall, sorry this happened of course but more so very shocked and confused as to how it did happen as we sent out lovely flowers.  Fortunately they were immediately sold to a very happy and satisfied customer minutes after they were returned.  What truly is going on here is the question.....

Review: I ordered flowers on 2/10/15 for my sisters birthday. I went to the my sister's job for her surprise party. While attending the surprise party I saw the flowers that I purchased. The did not look very fresh (the roses appeared somewhat wilted and open, the calla lily's looked fine) or appealing. They were not arranged well and did not look like my previous orders from Alfa flowers. I actually received flowers from Alfa on 2/10/15 for my birthday and they were lovely. I was very surprised by the flower display and I called to make a complaint. I spoke with [redacted]. She was very rude to me and told me the flowers were fresh, she told that all the flowers that were delivered that week were fresh and that they had no complaints at all. She then stated there was no pleasing me and that I always complain. I was very shocked by this treatment and confused. I explained to [redacted] that I had never complained before and that I order from them at least twice a year. She continued to mention my complaints and said [redacted] has called several times to complain. I explained to her that my name is [redacted] I have never complained and have nothing to do with a complaint that my sister made previously or any other customer for that matter. I was not offered and apology, my complaint was completely discarded. The flowers were almost $80.00 and I have always loved my flowers from there and did not expect to be treated with such disrespect. [redacted] then said something quickly and abruptly placed me on hold without waiting for me to respond. She returned from placing me on hold and said we will be picking the up and refunding your money thank you. I asked her to please stop for a second and allow me to finish my statement I told her that she was being very unprofessional. She interrupted me again and told me that she was not. I told her that she never even allowed me to respond before placing me on hold or offered and apology for the flowers instead she argued with me, slandered my sister and then told me that they would be picked up. I would have been fine with a simple apology a note in my account, promise for better future service, or a discount. Instead I felt like I was being punished for making a complaint

Business

Response:

In response to this letter, we disagree completely with this customer. We were not unprofessional and we did not commit slander, how shameful of her to accuse that of us. We took care of this order like we have many times with her and her sister. This is very typical for this to happen and we can do no right with these accounts they have with us. The most disturbing thing is that the flowers were beautiful, perfect and fresh. She called to complain and wanted a credit and seemed confused as to accusing us with the flowers not being fresh and then when we told her they were the freshest we have as they just came in, then she said she didn't say they weren't fresh and she wanted a credit which was very confusing. So, we decided to retrieve the flowers as she stated clearly she didn't want to bring them back so we picked them up and credited her for the flowers. So we are still disturbed that she said they were AND weren't fresh in the same sentence and then asked for credit????? All the employees are leery of taking orders from these accounts as they so often end up like this so we feel we will never succeed with them. Once we got them back to the store, EVERY ONE of the employees asked why they were returned because they were perfect. I think the point is clear as to what's going on here. We are always professional and service orientated. Every once in a while a customer is like this and we can't do anything right. We can't afford to do business with customers like this. We are overall, sorry this happened of course but more so very shocked and confused as to how it did happen as we sent out lovely flowers. Fortunately they were immediately sold to a very happy and satisfied customer minutes after they were returned. What truly is going on here is the question.....

Consumer

Response:

Good Morning,

This was the worst customer service I have ever experienced. When I spoke with [redacted] I NEVER said that the flowers were fresh and were not fresh that makes no sense. I told her that the roses that I received did not look fresh and that my roses were opened and appeared to be a bit wilted. She interrupted me by saying all the flowers that they sent out that week were fresh. I said ma'am NO she once again interrupted me and said YES all of our flowers were fresh and they had received no complaints. I then finished speaking and told her that none said that THOSE flowers were not fresh as I was specifically referring to MY ORDER. So, I do not understand what she was confused about. I have ordered flowers from Alfa for years now and I have NEVER made a single complaint. I have referred them to others and always praised their work. I was not aware that my sister had a previous complaint with flowers she had ordered for someone else. Once again that had nothing to do with me. The written response from Alfa states that all of their employees are leery of taking orders from these accounts in fear that they will end like this. Once again I have never had a complaint before so why would you be leery of THESE ACCOUNTS? I am one person with one account I do not have a joint account or multiple accounts. (these) As of February 11th I made my one and only complaint and this has now made the employees leery of my account? I am being penalized because my sister had a complaint prior to mine. However, it is also important to note that my sister has ordered flowers from Alfa since the complaint and she was pleased.

[redacted] asked me what I wanted them do. I told her that she could have initially apologized, offered a credit or something to attempt correct the problem. Alfa mentioned the credit in their response with several question marks as if this was the basis for the call. It was not it was one of the many actions that I suggested. I would have been satisfied with a simple "I am sorry we felt the flowers looked great however I am sorry that they were not up to your standards." Instead the entire matter was handled in a very aggressive matter. My sole purpose of calling Alfa was to inform them about my personal feelings about the display in hopes of receiving at least an apology and possibly a note on my file that would at least inform the person creating my next order that I am a very particular on the overall look. I gave [redacted] suggestions on how to rectify the problem as she asked me what I wanted her to do. When [redacted] told me I could bring them in I absolutely declined because I paid to have them delivered as I work during the day. I had no problem with them picking them up and refunding the account. I was more so disappointed that this was the reaction I received the very first time a display failed to meet my standards.

Thank you,

I will never buy or rent anything else again from Alfa flowers ever again in my life and I will make sure that I will let my friends know not to buy from them. I rented some items from them and I returned them with one item that had fallen. I called them to let them know that a piece broke off a plastic vase. They wanted to charge me for both and said that they were both damaged and needed to be replaced. And wanted me to pay more than what they were actually worth. After trying to talk with [redacted] the manager she was very rude. And didn't hear anything that I said. I even asked if they checked the items when they were returned and they said no they were too busy to check. Very bad service. If you didn't check when the items were brought in there is no way to prove that we were the ones to damage anything else that she said was damaged. She didn't call me until the next day to say that we damaged something and that it needed to be paid for. I will never buy anything else from them again!!!