Derecor Homes

I am responding to a recent complaint made by [redacted] , ID# [redacted] , regarding funeral flowers Ms [redacted] called to order flowers for a funeral on 6/6/ She asked the sales representative for a suggestion for the flowers and because we had already been contacted to create the casket spray by [redacted] Funeral Home, we suggested a beautiful pastel arrangement to compliment the all-rose casket spray And by the way, the family was more than pleased with the casket sprayMs [redacted] , a San Francisco resident, had informed the shop that she was recommended by [redacted] She requested a picture be sent of the completed Post Road arrangement Immediately upon completion of the phone order, an e-mail confirmation of the order and its delivery information was sent to Ms [redacted] , documentation will be sent to you under separate cover if requestedThe description on the order, approved by Ms [redacted] said, “a beautiful pastel arrangement” The picture of the arrangement was sent to her e-mail upon completion of the arrangement at 10:am on the date of delivery (and we will be happy to furnish that documentation as well upon request) The arrangement was requested for delivery at the funeral home for the family calling at p.m We delivered the arrangement at p.m., which is our policy to deliver an arrangement before the family arrives Ms [redacted] did not call our store until 5:p.mon that day to say that she had never received the photo on her e-mail My sales associate offered to resend the photo, and Ms [redacted] indicated that that was not necessary Later in the evening, Ms [redacted] left a voicemail announcing her extreme displeasure with the value of the arrangement and it that it was supposed to be all roses This was not what was approved in the phone conversation that was at the time of the order, and what was on our e-mail receipt to her delivered instantly when the order was placed Since Ms [redacted] was from San Francisco, she indicated that an arrangement of this caliber would cost her half as much as she paid to Post Road Immediately after hearing of her complaint in a voice mail to us, I was extremely shocked to learn of her dissatisfaction with regards to the value and content of the funeral arrangement I contacted a flower shop in San Francisco to gain information about the arrangement in question and sent them a copy of the photo A [redacted] Flower Shop, San Francisco, stated in an e-mail to me (and I have a copy that can be sent to you) that our arrangement compares within California ‘s price range of a similar piece and was quite beautiful, and that the value was at $to $125, and in some shops could easily be valued at $ Post Road’s charge was $In response to Ms [redacted] ’s voice mail, I was in the process of writing an e-mail to Ms [redacted] , when I received a call from her I asked her how I could resolve the issue and apologized for any misunderstandingAdditionally, I offered to do whatever I could do to make amends Ms [redacted] said there was nothing I could do After the voice mail call, we discovered that the new computer program had automatically added on a $service charge for Fishers, Indiana We immediately refunded the charge to her credit card In the years that Post Road has been in business, there has never been a complaint filed with your agency We pride ourselves in offering the best in flowers and customer service We believe we did everything we could to please this customer Additionally, we have had an extraordinary business relationship with [redacted] Funeral Home since Our more than regular customers believe that we provide excellent flowers, value and customer service We believe this situation is very unique and not indicative of our customer satisfaction.If further information or documentation is required, please let us know.Regards,Lisa KS [redacted] Owner, Post Road English GardenNPost RoadIndianapolis, Indiana

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] The facts that have been presented are not all true I did not approve of a pastel arrangements - I asked for roses Second, I had to ask three times for the picture to be sent It was sent after our last conversation Third and finally, a refund of less than $which was billed in error is hardly an apology!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  The facts that have been presented are not all true.   I did not approve of a pastel arrangements - I asked for roses.  Second, I had to ask three times for the picture to be sent.   It was sent after our last conversation.  Third and finally, a refund of less than $8 which was billed in error is hardly an apology!

I am responding to a recent complaint made by [redacted], ID# [redacted], regarding funeral flowers.  Ms. [redacted] called to order flowers for a funeral on 6/6/16.  She asked the sales representative for a suggestion for the flowers and because we had already been contacted to create the...

casket spray by [redacted] Funeral Home, we suggested a beautiful pastel arrangement to compliment the all-rose casket spray.  And by the way, the family was more than pleased with the casket spray. Ms. [redacted], a San Francisco resident, had informed the shop that she was recommended by [redacted].  She requested a picture be sent of the completed Post Road arrangement.  Immediately upon completion of the phone order, an e-mail confirmation of the order and its delivery information was sent to Ms. [redacted], documentation will be sent to you under separate cover if requested. The description on the order, approved by Ms. [redacted] said,  “a beautiful pastel arrangement”.  The picture of the arrangement was sent to her e-mail upon completion of the arrangement at 10:18 am on the date of delivery (and we will be happy to furnish that documentation as well upon request) .  The arrangement was requested for delivery at the funeral home for the family calling at 3 p.m.  We delivered the arrangement at 2 p.m., which is our policy to deliver an arrangement before the family arrives.  Ms. [redacted] did not call our store until 5:30 p.m. on that day to say that she had never received the photo on her e-mail.  My sales associate offered to resend the photo, and Ms. [redacted] indicated that that was not necessary.   Later in the evening, Ms. [redacted] left a voicemail announcing her extreme displeasure with the value of the arrangement and it that it was supposed to be all roses.  This was not what was approved in the phone conversation that was at the time of the order, and what was on our e-mail receipt to her delivered instantly when the order was placed.  Since Ms. [redacted] was from San Francisco, she indicated that an arrangement of this caliber would cost her half as much as she paid to Post Road.   Immediately after hearing of her complaint in a voice mail to us, I was extremely shocked to learn of her dissatisfaction with regards to the value and content of the funeral arrangement.  I contacted a flower shop in San Francisco to gain information about the arrangement in question and sent them a copy of the photo.  A [redacted] Flower Shop, San Francisco,  stated in an e-mail to me (and I have a copy that can be sent to you) that our arrangement compares within California ‘s price range of a similar piece and was quite beautiful,  and that the value was at $100 to $125, and in some shops could easily be valued at $150 .  Post Road’s charge was $100. In response to Ms. [redacted]’s voice mail, I was in the process of writing an e-mail to Ms. [redacted], when I received a call from her.  I asked her how I could resolve the issue and apologized for any misunderstanding. Additionally, I offered to do whatever I could do to make amends.  Ms. [redacted] said there was nothing I could do.  After the voice mail call, we discovered that the new computer program had automatically added on a $7.50 service charge for Fishers, Indiana.  We immediately refunded the charge to her credit card.  In the 24 years that Post Road has been in business,  there has never been a complaint filed with your agency.  We pride ourselves in offering the best in flowers and customer service.  We believe we did everything we could to please this customer.  Additionally, we have had an extraordinary business relationship with [redacted] Funeral Home since 2004.  Our  more than 5000 regular customers believe that we provide excellent flowers, value and customer service.  We believe this situation is very unique and not indicative of our customer satisfaction.If further information or documentation is required, please let us know.Regards,Lisa K. S[redacted]Owner, Post Road English Garden1105 N. Post RoadIndianapolis, Indiana  46219317.701.4766