Bach Corporation

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below First, MrsArrington openly admitted we were the only one who ordered this color making it a special order they had to design and that the four point inspection though it makes all the sense doesn't circumvent the possibility of a flaw in the product which every business can incur, this arrangement was not put in freezer it was put in a cooler and furthermore to call back to a business after hours wasn't in out thoughts since they closed at and my son went there just before closing hours to pick up the order, I doubt that MrArrington would take the time to go back to the florist at or around pm which was the precise time the petals fell offAs to the verbal abuse, Mrs Arrington initiated the irritation since it took her two days to give response after the message was left and she talked over the conversation about her policies without taking a breath, upon the first pause I asked her if I could talk and my wife didn't get involved and call her until after I expressed my displeasure to this whole situation, "no matter how you flatten a pancake it has two sides"as for my influence in the community, let's just say that living in a small town and having [redacted] and [redacted] and coaching can go a long way and if she mentioned a counter defense, it is what it is with social media being a mechanism for being displeased on someone's services or productsI feel for the sake of customer service in a small community she should stand up and the order wasn't $which I would gladly except but that isn't right, it was $So I guess that makes us honest and that being said there is no fabrication in this complaint! This isn't about the money it is about doing the right thing in the first place and now it is taking up my time from being productive with my business affairs [redacted] ***

Thank you for the opportunity to respond to the complaint regarding our business.We do have a no refund policy in place for wearable floral designs for dances and partiesAll orders for such events are custom pieces and go through a four point check system to insure that the
customer receives a well-constructed and beautiful arrangementThe roses for corsages are actually hand wired and taped the old fashioned way so that they can't fall apartThe roses are checked initially by the employee that tapes and wires the roses, in our shop this employee has been doing this job for over thirty yearsThe second person that checks the roses is MrsArrington, who constructs every corsage, the order is then checked by another employee that packages the corsage, and finally by the customer at check out, when payment is takenMrArrington always oversees check outHe opens every box for the customer to inspect their order, and gives them handling instructionsHe also advises that all sales are final, which is also posted at the front counterIf a customer requests changes at check out, we are always happy to accommodateThis can entail the change of a bow, addition of roses, more filler and even a change of flowers.This customer's order was the only complaint that occurred at homecomingHis son's roses were a special order as no one else had requested the color that he wantedWe placed the order with our wholesaler for a package although his order only required two stemsSeveral days after the father placed the order, he called back to reduce the size of the corsage and change bow color, indicating to us that his wife was unhappy with his initial decisionChange orders at this time are totally acceptable and typical with student ordersThe customer's son checked and accepted his order on Saturday morning We didn't receive any call from the student or his parents before we closed at noonNor did, we receive any call or message on our after-hours number, which MrArrington always responds to on the weekends.MrsArrington listened to the customer's complaint on Monday morning and explained the no refund policyThe customer indicated that he thought his son was not qualified to check out a floral orderAll of the orders are checked by students or their parents and as indicated above, we are open to all change ordersAt this point, the customer indicated that he had great influence in the community, which he would use to damage our companies reputation if he didn't receive a refund on his corsage orderMrs. Arrington reiterated that the policy was the same for everyone, despite influence and social standing.We actually have no idea, what occurred with the customer's corsage after leaving our shopWe suspect that it was either dropped and or that it was damaged by placement in the freezer instead of refrigerator, which can cause petals to dropAfter consultation, we agreed to offer the customer a partial refund, 50% off cost of corsage, despite policy and to try to meet them half wayThis was rejected by the customer. The husbands call was followed by a more hostile call from the custome's wifeShe was in fact yelling loud enough over the phone that employees within the shop could hear the conversation, without speaker phoneMrsArrington listened as long as she could, but, finally warned the customer that if she continued yelling, she would have to hang up, which she didWe welcome discussion of order with customers, but do not feel that we need to accept yelling or verbal abuseWe try to act with respect and civility, towards other people and simply expect the same.We didn't ask for a receiptWe are centrally located and within minutes from the high school, which the customers son attendsWithin this period, the customer, his wife or son could have come in for a partial refund on their order, in the amount of They are still welcome to stop byWe are not responsible for custom orders once they leave the shop and feel that we have tried to accommodate this customer.Sincerely,Landon M & Denise ArringtonOwners

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First, Mrs. Arrington openly admitted we were the only one who ordered this color making it a special order they had to design and that the four point inspection though it makes all the sense doesn't circumvent the possibility of a flaw in the product which every business can incur, this arrangement  was not put in freezer it was put in a cooler and furthermore to call back to a business after hours wasn't in out thoughts since they closed at 12 and my son went  there just before closing hours to pick up the order, I doubt that Mr. Arrington would take the time to go back to the florist at or around 6 pm which was the precise time the petals fell off. As to the verbal abuse, Mrs Arrington initiated the irritation since it took her two days to give response after the message was left and she talked over the conversation about her policies without taking a breath, upon the first pause I asked her if I could talk and my wife didn't get involved and call her until after I expressed my displeasure to this whole situation, "no matter how you flatten a pancake it has two sides"as for my influence in the community, let's just say that living in a small town and having [redacted] and [redacted] and coaching can go a long way and if she mentioned a counter defense, it is what it is with social media being a mechanism for being displeased on someone's services or products. I feel for the sake of customer service in a small community she should stand up and the order wasn't $59 which I would gladly except but that isn't right, it was $29. So I guess that makes us honest and that being said there is no fabrication in this complaint! This isn't about the money it is about doing the right thing in the first place and now it is taking up my time from being productive with my business affairs.
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