Initial Business Response /* (1000, 8, 2015/08/04) */
We are very sorry that the flowers delivered to *** on behalf of *** and *** *** were such a disappointment and caused such frustrationHad the order been initially placed, created and delivered through Bachman's, I am
confident the expression of caring would have been more appropriate and to the liking of Heidi, as well as ***, ***
We have done extensive research into this matter and have been unable to locate an order within our Company's systems that came directly to us via our bachmans.com website from Ms***The only order we have within our system to be delivered to *** in Apple Valley, Minnesota, came to us through ***, who sent it to us via the FTD networkThis means that the original order was placed on the *** website, but it was not placed on bachmans.com; being within our local delivery area, it is most certainly not an order we would have sent to an alternate florist for filling
When we received the order from *** (copy attached) we were asked to send the FTD Best Wishes Bouquet, which typically retails for $66.99; unfortunately, *** only allowed us $of the total amount they charged Ms*** to fill the orderFrom the monies sent on an FTD order (the $in this case), the receiving florist -- the one that will actually fill the order -- deducts their delivery charge (Bachman's delivery charge is $10.99), which left us a total of $to create an arrangement for the customer that regularly retails for $We sent an "ask order" back to *** requesting additional funds to be able to produce the arrangement ordered*** refused to provide or ask the customer for additional funds, so we rejected the order, as there was no way that we could present an appropriate arrangement to *** with the monies be allotted by ***
Once again, Bachman's did not deliver an order to ***, and we have no way of knowing who did*** would have had to contact a different florist to fill this order once we had rejected it, which we did immediately after receiving word from *** that they would not provide additional monies
Unfortunately, as Ms***'s order had been placed on a site other than bachmans.com, and we had rejected the order as sent to us by ***, our customer service representatives had no option when Ms*** contacted us, but to refer her back to *** to express her frustration and disappointment and seek a refund
Although Ms*** was very clear that she felt she was on our bachmans.com website when she placed her floral orderAs I indicated earlier, we have searched our systems extensively and the only evidence we have of having received this order was when it came to us as an incoming FTD order from ***I am very sorry that Ms***'s order was placed on a site other than bachmans.com and that the trust she felt she was placing in Bachman's to express her well wishes to Heidi was actually given to and handled poorly by ***
Bachman's strives to provide the very best in products and services for our customersThe description given of the flowers received by *** certainly would not have met with our quality standards, nor that of our customer
If you need additional information, please don't hesitate to contact me
Initial Consumer Rebuttal /* (3000, 10, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know I placed the order on the Bachman's web-siteI know that Bachman's is in Apple Valley, so why would I order flowers through ***, who I have never heard ofI have ordered flowers through Bachman"s in the past to go to my daughter-in-law who lives in Apple Valley without incident and that is why I contacted them againAs I stated before when I called Bachman's to inquire why the flowers were not delivered a young man who answered the phone said they had transferred the order to *** and I had to call themThat was the first time I ever heard of *** and I did call them
This has been a very frustrating mess
I really do not want to have any contact with Bachman"s or *** or *** (who ever they are) in the future!
Thank you for bringing this concern to our attention. It would be very helpful for us in the resolution of this matter if we knew what the perennial was that the customer had purchased. Prompt resolution of this matter is our goal. If the customer is able to provide the
name of the perennial originally purchased, it would be appreciated; not necessary for resolution, but it would be helpful. Thank you
Initial Business Response /* (1000, 8, 2015/08/04) */
We are very sorry that the flowers delivered to *** on behalf of *** and *** *** were such a disappointment and caused such frustrationHad the order been initially placed, created and delivered through Bachman's, I am
confident the expression of caring would have been more appropriate and to the liking of Heidi, as well as ***, ***
We have done extensive research into this matter and have been unable to locate an order within our Company's systems that came directly to us via our bachmans.com website from Ms***The only order we have within our system to be delivered to *** in Apple Valley, Minnesota, came to us through ***, who sent it to us via the FTD networkThis means that the original order was placed on the *** website, but it was not placed on bachmans.com; being within our local delivery area, it is most certainly not an order we would have sent to an alternate florist for filling
When we received the order from *** (copy attached) we were asked to send the FTD Best Wishes Bouquet, which typically retails for $66.99; unfortunately, *** only allowed us $of the total amount they charged Ms*** to fill the orderFrom the monies sent on an FTD order (the $in this case), the receiving florist -- the one that will actually fill the order -- deducts their delivery charge (Bachman's delivery charge is $10.99), which left us a total of $to create an arrangement for the customer that regularly retails for $We sent an "ask order" back to *** requesting additional funds to be able to produce the arrangement ordered*** refused to provide or ask the customer for additional funds, so we rejected the order, as there was no way that we could present an appropriate arrangement to *** with the monies be allotted by ***
Once again, Bachman's did not deliver an order to ***, and we have no way of knowing who did*** would have had to contact a different florist to fill this order once we had rejected it, which we did immediately after receiving word from *** that they would not provide additional monies
Unfortunately, as Ms***'s order had been placed on a site other than bachmans.com, and we had rejected the order as sent to us by ***, our customer service representatives had no option when Ms*** contacted us, but to refer her back to *** to express her frustration and disappointment and seek a refund
Although Ms*** was very clear that she felt she was on our bachmans.com website when she placed her floral orderAs I indicated earlier, we have searched our systems extensively and the only evidence we have of having received this order was when it came to us as an incoming FTD order from ***I am very sorry that Ms***'s order was placed on a site other than bachmans.com and that the trust she felt she was placing in Bachman's to express her well wishes to Heidi was actually given to and handled poorly by ***
Bachman's strives to provide the very best in products and services for our customersThe description given of the flowers received by *** certainly would not have met with our quality standards, nor that of our customer
If you need additional information, please don't hesitate to contact me
Initial Consumer Rebuttal /* (3000, 10, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know I placed the order on the Bachman's web-siteI know that Bachman's is in Apple Valley, so why would I order flowers through ***, who I have never heard ofI have ordered flowers through Bachman"s in the past to go to my daughter-in-law who lives in Apple Valley without incident and that is why I contacted them againAs I stated before when I called Bachman's to inquire why the flowers were not delivered a young man who answered the phone said they had transferred the order to *** and I had to call themThat was the first time I ever heard of *** and I did call them
This has been a very frustrating mess
I really do not want to have any contact with Bachman"s or *** or *** (who ever they are) in the future!
Thank you for bringing this concern to our attention. It would be very helpful for us in the resolution of this matter if we knew what the perennial was that the customer had purchased. Prompt resolution of this matter is our goal. If the customer is able to provide the
name of the perennial originally purchased, it would be appreciated; not necessary for resolution, but it would be helpful. Thank you