Catherine's Gardens

I'd like to address all of the comments made? ? There was an additional flower added, however it took multiple views of her bouquet and multiple photos to even be able to see it? Our apologies were immediately given? The vases were as contracted? There was no difference, they were complimentary, and this is the first we are even hearing of this? Until she arrived in the store months later, we had no pictures emailed to us? It was reviewed and we came across the fact that they had gone to the wrong email address? We then waited multiple days and I made multiple phone calls ? to get the pictures, but was understanding as she was busy working? We did offer a full credit? She decided she would like us to remake her bouquet for a shadowbox? This is a $item? She then decided and we agreed in order to appease her that instead of just remaking the bouquet for the shadowbox, we would fill the entire shadowbox with dried flowers as she wanted more of an "art" piece and not her bouquet? This requires even more flowers than her original bouquet even encompassed? After drying the initial flowers, we realized we would need more and she was informed? The drying process takes anywhere from to weeks which she was informed? During this time period, my mother grew ill? When [redacted] called to check on her box, she was informed multiple times that I was out due to an illness in the family? ? And yes, when [redacted] called she was informed I was in the hospital with my mother? My mother's stay ran from December through February 20th? She was informed when she called and stopped in that the flowers needed to be sealed and that no one else in the store handles that? And yes, she was informed that unfortunately due to Valentine's Day (which at a flower shop is a very big endeavor) the bouquet would not be worked on until after.So yes, the completion of [redacted] shadowbox which consists of sealing the bouquet had not been worked on due to the fact that I spent months in the hospital slowly watching my Mother suffer and gasp for breath until her last breath was taken on February 20th? I do hope that in [redacted] life she never has to incur her own Mother or a close family member waking up in the middle on the night screaming in pain, or suffering horribly just to take a breath? And I truly hope she is not witness to the pain of watching that person take their last labored breath? While two of our other customers were very understanding about their shadowboxes and given the same information that [redacted] was, I do have to apologize that I did not realize the receipt of her shadowbox which was above and beyond the cost of any refund she would have been given was of such urgency and importance that it superceded the deterioration of my mother? If copies of the death certificate or medical stay are required, please let me know as I can send the files over.? [redacted] box has been sealed today? If she would like to pick it up, she can arrange a day and time and we will have it here along with a legal order we are requesting she sign that is being prepared by our lawyer.? Thank you.? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.However, many of the details that the business listed were to what was actually discussed between myself and JulieI was told weeks, not 8-weeksEven if that were the timeframe, my box should have been done in OctoberIt is now MarchThat's months, not It was never discussed that the email was incorrect, I was told by *** herself that HER email address sometimes "discarded" attachments sent in messagesShe apologized for not receiving it, but not only have I received emails from the same address, I was also told by one of her employees to send it to that oneAs I stated in my complaint, the shadow box was compensation for an error on the business' part in my original orderIf my wedding bouquet was put together correctly, I would not have been as bothered by the lack of urgency my new order was given.I am truly sympathetic to *** and her family for what they have experienced with a lossI never once stated my order was more important than her mother's healthMy complaint was taken personally by *** and I am sorry she took it that wayBut if I recall, this is a complaint about her BUSINESS, which has nothing to do with her personal affairsThe customer service and communication concerning her employees is terribleEither no one was relaying my multiple messages left for her, or she ignored themIf there was information to be given to me throughout the process, it was notNotifications of *** being in the hospital is not acceptable for a status update on my orderIf it is her managers' responsibility to give status information, they failed to do so in my caseRegardless of what is going on that may prohibit *** from communicating directly with her customers, I hope that in the future her employees gain better customer service experience and learn not to disregard people who spend their hard earned money in her shop
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.However, many of the details that the business listed were to what was actually discussed between myself and JulieI was told weeks, not 8-weeksEven if that were the timeframe, my box should have been done in OctoberIt is now MarchThat's months, not It was never discussed that the email was incorrect, I was told by *** herself that HER email address sometimes "discarded" attachments sent in messagesShe apologized for not receiving it, but not only have I received emails from the same address, I was also told by one of her employees to send it to that oneAs I stated in my complaint, the shadow box was compensation for an error on the business' part in my original orderIf my wedding bouquet was put together correctly, I would not have been as bothered by the lack of urgency my new order was given.I am truly sympathetic to *** and her family for what they have experienced with a lossI never once stated my order was more important than her mother's healthMy complaint was taken personally by *** and I am sorry she took it that wayBut if I recall, this is a complaint about her BUSINESS, which has nothing to do with her personal affairsThe customer service and communication concerning her employees is terribleEither no one was relaying my multiple messages left for her, or she ignored themIf there was information to be given to me throughout the process, it was notNotifications of *** being in the hospital is not acceptable for a status update on my orderIf it is her managers' responsibility to give status information, they failed to do so in my caseRegardless of what is going on that may prohibit *** from communicating directly with her customers, I hope that in the future her employees gain better customer service experience and learn not to disregard people who spend their hard earned money in her shop
Sincerely,
*** ***

I'd like to address all of the comments made There was an additional flower added, however it took multiple views of her bouquet and multiple photos to even be able to see it Our apologies were immediately given The vases were as contracted There was no
difference, they were complimentary, and this is the first we are even hearing of this Until she arrived in the store months later, we had no pictures emailed to us It was reviewed and we came across the fact that they had gone to the wrong email address We then waited multiple days and I made multiple phone calls to get the pictures, but was understanding as she was busy working We did offer a full credit She decided she would like us to remake her bouquet for a shadowbox This is a $item She then decided and we agreed in order to appease her that instead of just remaking the bouquet for the shadowbox, we would fill the entire shadowbox with dried flowers as she wanted more of an "art" piece and not her bouquet This requires even more flowers than her original bouquet even encompassed After drying the initial flowers, we realized we would need more and she was informed The drying process takes anywhere from to weeks which she was informed During this time period, my mother grew ill When *** called to check on her box, she was informed multiple times that I was out due to an illness in the family And yes, when *** called she was informed I was in the hospital with my mother My mother's stay ran from December through February 20th She was informed when she called and stopped in that the flowers needed to be sealed and that no one else in the store handles that And yes, she was informed that unfortunately due to Valentine's Day (which at a flower shop is a very big endeavor) the bouquet would not be worked on until after.So yes, the completion of *** shadowbox which consists of sealing the bouquet had not been worked on due to the fact that I spent months in the hospital slowly watching my Mother suffer and gasp for breath until her last breath was taken on February 20th I do hope that in *** life she never has to incur her own Mother or a close family member waking up in the middle on the night screaming in pain, or suffering horribly just to take a breath And I truly hope she is not witness to the pain of watching that person take their last labored breath While two of our other customers were very understanding about their shadowboxes and given the same information that *** was, I do have to apologize that I did not realize the receipt of her shadowbox which was above and beyond the cost of any refund she would have been given was of such urgency and importance that it superceded the deterioration of my mother If copies of the death certificate or medical stay are required, please let me know as I can send the files over. *** box has been sealed today If she would like to pick it up, she can arrange a day and time and we will have it here along with a legal order we are requesting she sign that is being prepared by our lawyer. Thank you.

I'd like to address all of the comments made There was an additional flower added, however it took multiple views of her bouquet and multiple photos to even be able to see it Our apologies were immediately given The vases were as contracted There was no
difference, they were complimentary, and this is the first we are even hearing of this Until she arrived in the store months later, we had no pictures emailed to us It was reviewed and we came across the fact that they had gone to the wrong email address We then waited multiple days and I made multiple phone calls to get the pictures, but was understanding as she was busy working We did offer a full credit She decided she would like us to remake her bouquet for a shadowbox This is a $item She then decided and we agreed in order to appease her that instead of just remaking the bouquet for the shadowbox, we would fill the entire shadowbox with dried flowers as she wanted more of an "art" piece and not her bouquet This requires even more flowers than her original bouquet even encompassed After drying the initial flowers, we realized we would need more and she was informed The drying process takes anywhere from to weeks which she was informed During this time period, my mother grew ill When *** called to check on her box, she was informed multiple times that I was out due to an illness in the family And yes, when *** called she was informed I was in the hospital with my mother My mother's stay ran from December through February 20th She was informed when she called and stopped in that the flowers needed to be sealed and that no one else in the store handles that And yes, she was informed that unfortunately due to Valentine's Day (which at a flower shop is a very big endeavor) the bouquet would not be worked on until after.So yes, the completion of *** shadowbox which consists of sealing the bouquet had not been worked on due to the fact that I spent months in the hospital slowly watching my Mother suffer and gasp for breath until her last breath was taken on February 20th I do hope that in *** life she never has to incur her own Mother or a close family member waking up in the middle on the night screaming in pain, or suffering horribly just to take a breath And I truly hope she is not witness to the pain of watching that person take their last labored breath While two of our other customers were very understanding about their shadowboxes and given the same information that *** was, I do have to apologize that I did not realize the receipt of her shadowbox which was above and beyond the cost of any refund she would have been given was of such urgency and importance that it superceded the deterioration of my mother If copies of the death certificate or medical stay are required, please let me know as I can send the files over. *** box has been sealed today If she would like to pick it up, she can arrange a day and time and we will have it here along with a legal order we are requesting she sign that is being prepared by our lawyer. Thank you