Edible Arrangements - Mechanicsville

Hello Revdex.com,We have resolved the issue directly via phone. Unfortunately, the customer will need to write a letter to the credit card company to dispute the charge again.  We could not find a way to take car of that for him.  A refund will then be...

issued.  We regret that they had this experience with the former owner. Please note this store is under new ownership as of 3/25/2015.  The new owner, [redacted], may be reached at [redacted].

Review: I ordered A fruit basket online to be picked up by 4pm 2/13/15 in the mechanisville location, When I arrived the basket was not ready, they had not started it, they told me I would have to wait an hour...after waiting I received a basket that was smaller than what I ordered but was told it was free since they didn't have the correct one and they didn't have the teddy bears in stock. Once getting home and giving the basket to my wife she realized the fruit was rotten, we called corporate and sent then pictures they were supposed to forward the complaint to the store manager...after many attempts of trying to speak with the store manager several days later we were told that we would be given a refund because my credit card had been charged for the full amount of the original basket that I had ordered even though the store employees told me the basket that I picked up would be free due to the problems...after several more days no refund was issued I procreeded to dispute the claim with my credit card company. My cc company got me to submit a letter explaining the situation in detail which I did, and they refunded my money.....now 3 months later I have received a letter from my CC company saying I have to write another letter in rebuttal because the charge has been processed to my card yet again because edible arrangements states they never received proof of the wrong basket being given AND that they only use the best quality fruit so now we are being charged 141.00 AGAIN probably to be told AGAIN that we still have to pay for a product that was rotten and the wrong size after we were told it was supposed to be free of charge. This is ridiculous, we had to fight to get the manager on the phone, then he never gave the refund, we sent pictures to corporate so they could see the fruit basket and now just because the manager says they use the best quality fruit and we didn't return the basket to the store, which they had said not to do, we have to pay the full amount!Desired Settlement: We would like the full refund of $141.00 credited back to my credit card seeing as we received the wrong basket, it was rotten, and the employees in the store ok 2/13/15 said it would be free AND we were told we would receive a refund. The customer service through this whole ordeal has been awful. Corporate is no help because each store runs as an individual, so you get no where with the mechanicsville manager and you get no where with corporate! The mechanicsville manager is rude and does not know how to run a business.

Business

Response:

Hello Revdex.com,We have resolved the issue directly via phone. Unfortunately, the customer will need to write a letter to the credit card company to dispute the charge again. We could not find a way to take car of that for him. A refund will then be issued. We regret that they had this experience with the former owner. Please note this store is under new ownership as of 3/25/2015. The new owner, [redacted], may be reached at [redacted].