Cathy's Floral Boutique

Review: On November **, 2013 I called [redacted]s Floral Boutique to order a custom piece for a dear friends funeral. My childhood friend who passed away was a Marine Biologist who specialized in Turtle Rescue and Recovery, so my other friends and I were chipping in to order a floral turtle in her memory. I requested a medium sized piece, that was to be 3-dimensional. The order total was $375 + tax which came to $390.19. When the order was placed I was told that the piece would be delivered by 12:00pm on the [redacted] as the wake would begin at 2:00 that day.I arrived at the wake around 2:10 on the [redacted] and was greeted by complaints, embarassment and disbelief as to what was delivered and when it was delivered.The piece was delivered at 1:50, only 10 minutes before the wake was to begin and the family was already present. As it turns out the custom piece that we thought would be a grand funeral display turned out to be a flat, dinosaur-looking floral piece. It was only approximately 2 x 1 . The main body and head consisted of spray painted carnations, and I dont even know what the feet and tail were made of. During the course of the evening session of the wake, it was brought to my attention that the head looked like it was falling off and the tail had already fell off!I called and left a message on Sunday afternoon that I was not happy and would call back the next day. I called back Monday morning and spoke to [redacted], who is [redacted]. I told her how disappointed and embarrassed we all were at the piece that we received and how it began to fall apart before the end of the day. She didnt believe what I told her and told me that I would have to email her a picture of it. As we were beginning the final viewing, I had to wait to email the picture she requested. Only a few minutes later, I was pulled out of the viewing room by one of the funeral directors stating that the florist was on the phone and questioning my complaint!!! I explained to the funeral director what our complaint was and what we had paid and she agreed with us 100%. She told me that she had previously been a florist and there was no way that the piece delivered was worth $375. She then went back to the office and told [redacted] that the piece was indeed falling apart and that it would be held at the funeral home for her to come pick up as we were totally dissatisfied with the product delivered.After the funeral mass, I emailed the picture of the piece to [redacted] and called the store to speak with her. I advised her that I would like a refund (at least partial) and she told us no. With no other choice I advised her that I was going to dispute the charge. Her reply to me was do what you have to do. I am totally embarrassed and disgusted at her behavior and lack of customer service!Desired Settlement: I would like a full refund.

Business

Response:

I am in unchartered territory, since my 10 years in business this is a first for me. I am a small, personable shop, and although I do not advertise, am happy to say I have a loyal and happy following.

I am made out to be uncaring, which couldn't be further from the truth. I work very hard to satisfy each and every customer. First, let me state actual facts. [redacted] first called 11/** wanting a large turtle for $150.00 from a group of 10 people. She was advised any custom arrangements start at $350.00 for something small. She did not order at this point. The next day, 11/** she again called to place the order saying she wanted the $350.00 custom piece to be shaped like a turtle and further said she wanted it to have some purple and to be viewed looking down on the turtle. I confirmed she was aware it would be a small piece and she agreed and placed the order. I constructed flowers in the shape of a turtle which measured 24" X 22", a medium size. I did use a high quality, flower specific dye on the flowers which is common when the flowers should be a certain color. The feet were made using cymbidium orchids. I confirmed the wake with the funeral home as beginning at 2pm. I personally delivered the piece at 1PM and was met at the van by an employee who took the piece inside saying the family showed up an hour early. On 11/**, I received a call from [redacted] saying she was very unhappy with the arrangement. When I asked her why so, she said she was embarrassed the head and tail fell off. She said she even took a picture of it with her phone. I expressed concern and since she offered that she took a picture, I asked if she could e-mail it to me. I again apologized to her and explained it was sent in good condition, but that I would call her back after looking at the picture. After about 45 minutes, I hadn't yet received the picture so I decided to call the funeral home for perhaps more insight. I was not aware a mass was going on or that anyone would still be there(nor was I told) and I certainly did not ask the woman to bother anyone. I simply asked for her input. She advised me the piece was still there and w ould go check it, but that it was fine last night. After holding for several minutes she returned saying the tail(a piece of greenery) had fallen partly off and the head flowers were beginning to separate, but again said it was fine for the wake. I later received a nasty call complaining I interrupted a funeral mass and now she wants a full refund for which she's calling her credit card company and hung up. At this point I feel terrible first that the funeral home would not have told me they were there and that she would then interrupt this service is unspeakable. Secondly, every creation is a work of art using flowers to recreate a living creature. I was prepared to offer a 10% credit in good faith, but was never given the opportunity. Instead she made demands without letting me respond. A short while later I got yet another call from one of the ten people(I believe her name was either [redacted] or [redacted]). She immediately stated her name and that she'll be calli ng the credit card company for a refund and hung up. Several days later I received this Revdex.com complaint. I would gladly supply a picture if that would be of any help. I honestly don't know what exactly the issue is, since she first said the head and tail fell off(they didn't), then in this letter said it looks like a dinosaur(it doesn't), and then said I delivered it late(I didn't). My 10% discount, which would be $35.00, still stands as a courtesy.

Thank you for your time.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The facts that the business gives are incorrect. I never asked for it to be viewed looking down on the turtle, wasn't even asked that question when order was placed. The arrangement was not delivered at 1PM, but at 1:50PM as confirmed to me by the funeral home. When I called to complain about the piece received, I never said the head and tail fell off, rather that they were falling off. I also never offered to send her a picture. During the course of the conversation, [redacted] insisted that a picture be sent as she couldn't believe what we were saying. I do admit to being a little abrupt in the follow-up phone call, but please understand that I was saying good bye to a childhood friend and didn't expect to be interrupted to deal with this! If necessary, I will contact the funeral home as they agreed that the piece delivered was not worth anywhere near the $375 that we were charged. I was also never offered any type of credit. I am also in uncharted territory as I have never dealt with a business with such poor customer service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] disputed her credit card charge with VISA. We submitted our order and photo of the arrangement and VISA found the claim in our favor. The chargeback has been reversed and they agree we supplied what was ordered.

Thank you for your time and attention to this matter.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I emailed my credit card company and there has be no resolution as of this morning. They advised that it can take up to 2 more billing cycles before I hear anything further.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,