Caldwell Southside Floral LLC

I have attached documentation to show that the complaint was due to miscommunication from a 3rd party vendor: [redacted] They sent as this order during Christmas week, a very high volume timeThey requested a timed deliveryWe informed them that we could not accept a timed delivery on any orders that dayThey sent us back a message telling us to go ahead and deliver the flowers, that ASAP was acceptableWe assumed that theyhad contacted the customer to ensure this was acceptable, according to the Bloomlink policies (which is the wire service they send orders to us through...so a 3rd party sending through a 3rd party a this point.) They only give us recipient contact information, not customer contact information, therefore they must be the ones to double check with the person who ordered the flower, which is generally a different person than the recipient We attempted delivery at PM on 12/21/There was no one home and the recipient (which appears to be Miss [redacted] ) was unreachable on the telephone number providedThe temperatures were freezingWe can not leave fresh flowers outside on a porch during freezing weather or they will die quicklyOur delivery driver left a door tag on the front door letting the recipient know when we had attempted delivery and giving her our phone numberShe contacted us, furious that her flowers had not arrived before noonas she had requestedWe explained to her that we did not accept the order from the website she placed it on ( [redacted] because they had requested the timed deliveryWe explained that they had told us to go ahead with the order as soon as we could on that dayShe insisted that she had never been contacted and asked if that was acceptable, and began threatening us with contacting the Revdex.comThis was after PM, at which point we were already closed for the dayShe insisted that we deliver them at that very moment, she did not care that we were closed, that it was after dark, that she lives in a very rural location, and the roads were very icyShe again began yelling about the Revdex.comWe very calmly informed her that we would attempt re-delivery the next day if she would like us to, and that, as we had informed the company who sent us the order before accepting it, that we could not guarantee a timed delivery and she must be home for us to leave the flowersWe made her a fresh arrangement the next dayAfter delivery, she contacted the third party company and told them she wanted a refund due to the flowers being "wilted and broken." The only reason we know this is because the third party sent us a message over the 1800flowers system informing us that they would like to take money off of the order because they had given her a partial refundShe never contacted us directly to make this complaintWe were never given an opportunity to offer a replacement or refund in the case of an actual quality issueIf she had, we would have offered a replacement, regardless of if the claim was factualWe have never had a customer complaint this intense

I have attached documentation to show that the complaint was due to miscommunication from a 3rd party vendor: [redacted]. They sent as this order during Christmas week, a very high volume time. They requested a timed delivery. We informed them that we could not accept a...

timed delivery on any orders that day. They sent us back a message telling us to go ahead and deliver the flowers, that ASAP was acceptable. We assumed that theyhad contacted the customer to ensure this was acceptable, according to the Bloomlink policies (which is the wire service they send orders to us through...so a 3rd party sending through a 3rd party a this point.) They only give us recipient contact information, not customer contact information, therefore they must be the ones to double check with the person who ordered the flower, which is generally a different person than the recipient.  We attempted delivery at 2 PM on 12/21/2015. There was no one home and the recipient (which appears to be Miss [redacted]) was unreachable on the telephone number provided. The temperatures were freezing. We can not leave fresh flowers outside on a porch during freezing weather or they will die quickly. Our delivery driver left a door tag on the front door letting the recipient know when we had attempted delivery and giving her our phone number. She contacted us, furious that her flowers had not arrived before noonas she had requested. We explained to her that we did not accept the order from the website she placed it on ([redacted] because they had requested the timed delivery. We explained that they had told us to go ahead with the order as soon as we could on that day. She insisted that she had never been contacted and asked if that was acceptable, and began threatening us with contacting the Revdex.com. This was after 5 PM, at which point we were already closed for the day. She insisted that we deliver them at that very moment, she did not care that we were closed, that it was after dark, that she lives in a very rural location, and the roads were very icy. She again began yelling about the Revdex.com. We very calmly informed her that we would attempt re-delivery the next day if she would like us to, and that, as we had informed the company who sent us the order before accepting it, that we could not guarantee a timed delivery and she must be home for us to leave the flowers. We made her a fresh arrangement the next day. After delivery, she contacted the third party company and told them she wanted a refund due to the flowers being "wilted and broken." The only reason we know this is because the third party sent us a message over the 1800flowers system informing us that they would like to take money off of the order because they had given her a partial refund. She never contacted us directly to make this complaint. We were never given an opportunity to offer a replacement or refund in the case of an actual quality issue. If she had, we would have offered a replacement, regardless of if the claim was factual. We have never had a customer complaint this intense.