Edible Arrangements

OUTSTANDING!!! VERY PROFESSIONAL, ON TIME. HIGHLY RECOMMEND. ALWAYS AVAILABLE !!!

Revdex.com called business to follow up on this complaint and spoke to Debbie F[redacted], manager, who responded verbally. She said the customer was refunded on March 2, 2016.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have included the following as an attachment as well.January 22, 2017This reply from Edible Arrangements is nothing more and nothing less than I expected it to be, as I still have not heard from the manager, the owner of the store nor anyone else from customer service despite filing a complaint with their corporate customer service.  So I will break this response down and address it as it goes, as to why I reject this.1.    We had an order that wasn't delivered when it was requested. It was a few days late because of a snow storm and related travel advisories. We understand delays can be frustrating, but we have to put our safety above doing things in a timely manner.First of all, the order was to be delivered Friday, January 6, 2017, PRIOR to the snow storm and travel advisories that this person is referring to.  The snow/sleet/freezing rain did not start until late Friday (after the scheduled delivery) after most businesses had closed for the afternoon.  I know this, because I work in a field where I have to be aware of the weather, as I HAVE to be at work regardless of weather/road conditions and I had to be at work at 6p that day.  The reason stated why it was not delivered the day it was supposed to be is unacceptable, the roads in the Central Va area were clear at the scheduled delivery time!  I, in fact, received a call from EA (edible arrangements) late in the day on Friday asking if it would be ok if they delivered Saturday and my response to whoever I talked to, questioned them as to why it had not already been delivered since the recipient had made arrangements to be at home to receive the package.  I never got an answer as to why it wasn’t delivered on the correct date.  My daughter had put my number down as a contact person as she lives 3.5 hours away and is unable to take phone calls for most of the day and asked that I take care of things if needed.  I also stated to the person that I talked to on 1-6-17, that since they hadn’t delivered the package on its original delivery date that I doubted they would be delivering it on Saturday either given the upcoming snow.  If the person recalls correctly, I even stated to them that my daughter was in town for a few hours and that they should call her for further instructions…they made no attempt to call her whatsoever.  I/we can understand delivery not being attempted on Saturday, the problem we have is the delivery was not made as scheduled and the excuse they are using isn’t even valid.  We also have a problem with being told on several occasions that it would be delivered Monday, then again Tuesday, when they knew good and well that they had no intention of delivering it in the first place.  After checking their reviews on Google we see that we aren’t the only ones that have had problems with this store and their delivery practices, so that just goes to show there is a problem.2.    At this point we offered to dispatch our driver immediately to make the delivery (which is 30 minutes away from our store in fair weather) if we could have confirmation that the recipient was home and that their road was clear. We do not have 4 wheel drive.  The customer decided she would rather have her mother pick up the order and we would refund her delivery fee. We refunded her delivery fee and have not had any problems with the customer.Second, it wasn’t until 4 days POST-delivery date and several calls from my daughter later, did they even offer to “dispatch someone immediately.”  My daughter called Monday to find out if they would attempt delivery and was told that they would later in the day; they made no attempt even after the roads had cleared.  My daughter called Tuesday to find out if they would attempt it again and was again told that they would, however, they still did not.  She spoke again with someone, [redacted], who then told her that they were only doing deliveries for businesses today (Tuesday).  She explained to them that the roads were clear all the way to the recipient’s residence, it wasn’t until then, nearing the afternoon. that she was told that if she could guarantee someone would be at the residence that they would try to deliver it.  At this point she contacted me to see if I was available to receive it as I live just down the road from the recipient, I was not, so she asked if I was in a position to go pick it up and I was.3.    As soon as the customer's mother walked through the door, she started yelling and asking to talk to the manager. As stated the manager wasn't working at the time, so she became even more upset. The customer's mother said it was ridiculous that we hadn't delivered the box by now and demanded a full refund in addition to keeping the box. She was offered a refund or the box but not both. Her words were not nice to start and when we would not comply with her demands, they got worse. Unfortunately, this caused one employee to get very defensive and another to feel they needed to protect the first. Bad language was used by all parties and that is really not acceptable. The employees have been instructed so as to better handle such situations in the future.If you will check your camera you will see that I DID NOT in fact walk in the door yelling.  I did however walk in and ask to speak with the manager and was told she wasn’t there and the female (the one with dreadlocks) asked if she could help me.  At this point everyone was still calm, I said to her, “Ok, this is the deal, my daughter ordered a package last week to be delivered on Friday and it was not, here it is , 4 days after it was supposed to be delivered and it hasn’t, so what’s the deal?”  At this point the female employee became upset and threw her hands up and said “In case you haven’t noticed, this happened” referring to the snow.  My response to her was, “There was no snow on Friday when it was supposed to be delivered.  The person it was to be delivered to had to rearrange her day to make sure she was there, so she wasted a day waiting for something that was never delivered.”  The female became very agitated and red in the face said “I’ve already spoke to your daughter and refunded her the delivery fee, the product is right here you can take it and leave.”  My response at that point was “No, what you should have done was more than refund the delivery fee since obviously someone didn’t do their job Friday and I’m having to take time out of my day to do your job and deliver a package that was supposed to have been delivered on Friday prior to all of this” and turned around to refer to the snow that the female employee had referred to earlier.  At NO point did I DEMAND a full refund but again stated that they should do more than refund the delivery fee.  [redacted] at this point said to me “I’ve already spoke with the (emphasized the following) CUSTOMER THAT PAID FOR THIS; you just need to sign this (she placed a piece of paper on the counter with a pen).  We’ve already had to remake this product again this morning.  You can take the product and get the [redacted] out of the store.”  Up until this point the situation was nothing more than either of us just being agitated.  I asked what the managers name was and the female ignored me and started doing something on the computer, I turned to the male employee that was in there and again asked who the manager was and was told her name is [redacted], I asked when she would be back and was told tomorrow morning.  At this point I asked the female her name and her response to me as “None of your [redacted] business, you can [redacted] leave ” I stated to her “Its [redacted] isn’t it, I’ve already talked to my daughter who told me who she had spoke to just a little while ago who she had told I was coming to get this.”  [redacted] became even more upset and told me I needed to get the [redacted] out of the store.  I, at that point, picked up the product to leave and the bag broke. As for the other employee, the male that was behind the counter feeling he needed to protect the other one, I’m not sure where that’s coming from because he stayed in the corner the entire time and said nothing until I asked him who the manager was.4.    Our bags do have an end similar to a shoe string so when they come loose we just tweak the end and it will stay, that is why a new bag wasn't provided. All of our bags do this. Throwing the bag at the employee was unnecessary and only escalated the situation. As just stated, when I picked the bag up the handle broke off of the bag and the product nearly fell to the floor, so I took the product out of the bag and tossed it up onto the counter.  The bag fell over behind the counter at which point [redacted] picked it up and threw it over the counter at me.  I was NOT the one that threw the bag.  Again, feel free to check your security camera to validate this!  It wasn’t until this point that the male said anything more than an answer to my question about the manager.  At this point, his response was “You need to leave now or we are calling the cops.”  I turned and looked at him and said “call them, that’s fine”…to my knowledge he never did.  I stated again, give me another bag that isn’t broke and I’ll leave, [redacted] then said “If you will give me the [redacted] ribbon I’ll fix the [redacted] bag.”  Well, you want to continue to use that kind of language with me, then “game is on.”  My response was, “No, give me a [redacted] bag that isn’t broke and I’ll gladly get the [redacted] out of the store, but the manager will be hearing from me.”  [redacted] stormed out from behind the counter grabbing the bag from where she had thrown it and the ribbon which was in the floor in front of me, placed it on the shorter counter to fix it and said “You don’t know how any of this [redacted] works around here” and handed me the bag.  I placed the product back in the bag and walked to the door.  As I walked out of the door I again stated that the manager and company would be hearing from me and that this wasn’t over.Again, all of this can be verified by the security camera as to the validity of my side of the story.  It is very easy to have two employees, who are possibly facing disciplinary actions due to their personal actions, to agree to what they are going to tell the manager.  I can assure you though that because of this incident; I will never grace the doorstep of another overpriced Edible Arrangement ever again, anywhere, and will gladly encourage everyone I know to boycott them as well.  The behavior and reaction of this situation just proves our country is doomed in the customer service area.  No one wants to take responsibility for their actions and tries to lay blame on someone else, as apparent with the 2 employees at Edible Arrangements.[redacted]Below is the response I received from the Revdex.com and is only used as a referrence……[redacted]Revdex.com Representative, Re: ID [redacted] I really don't know where to start with this. We had an order that wasn't delivered when it was requested. It was a few days late because of a snow storm and related travel advisories. We understand delays can be frustrating, but we have to put our safety above doing things in a timely manner. At this point we offered to dispatch our driver immediately to make the delivery(which is 30 minutes away from our store in fair weather) if we could have confirmation that the recipient was home and that their road was clear. We do not have 4 wheel drive.  The customer decided she would rather have her mother pick up the order and we would refund her delivery fee. We refunded her delivery fee and have not had any problems with the customer.  As soon as the customer's mother walked through the door, she started yelling and asking to talk to the manager. As stated the manager wasn't working at the time, so she became even more upset. The customer's mother said it was ridiculous that we hadn't delivered the box by now and demanded a full refund in addition to keeping the box. She was offered a refund or the box but not both. Her words were not nice to start and when we would not comply with her demands, they got worse.  Unfortunately, this caused one employee to get very defensive and another to feel they needed to protect the first. Bad language was used by all parties and that is really not acceptable. The employees have been instructed so as to better handle such situations in the future. Our bags do have an end similar to a shoe string so when they come loose we just tweak the end and it will stay, that is why a new bag wasn't provided. All of our bags do this. Throwing the bag at the employee was unnecessary and only escalated the situation.  The total for this order was 24.43 after the delivery fee was refunded. Lynchburg Edible Arrangements 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To be honest I am a bit disheartened by the response from the business that I just read.  I had spoken to an individual at the store on 12/17/15, as their response had stated, and agreed to the offered resolution of the balloon bouquet being delivered to my home.  At this point I was ready to mark the issue as satisfactorily resolved.  Unfortunately I am more than a little upset after reading the business' response to the Revdex.com as they completely lied about my interaction with their employee [redacted].  When I spoke with [redacted] she had informed me that she had already issued a refund and was calling to both let me know that the refund had been issued as well as to apologize for the issue.  The resolution, at that point, had already been chosen by this business and I was simply being informed of it.  Additionally I did not hang up on [redacted].  When [redacted] had finished informing me that she had issued a refund and apologized for the issue, our conversation was at that point concluded, which is when I hung up the phone.  I am not sure if I was expected to be grateful for the actions they had chosen, which I was not, or if I was expected to wish them a pleasant day, which I did not.  Instead I waited for [redacted] to finish telling me of the actions the store had taken and finish her apology, at which point I said "Okay" and hung up the phone.  If the business' statement that I "hung up on her" meant that our conversation ended and I was the first one to initiate a telephone disconnect, that is correct.  If, however, the business is attempting to imply that I disconnected the call while [redacted] was in mid sentence, that is a complete lie.  Additionally the suggestion that my conversation with [redacted] was an attempt to "resolve the issue" is an absolute lie.  As I stated the phone call merely informed me of actions which the business had already taken and NOT to ask for my input on the resolution.  At this point the only satisfactory resolution would be a written apology from this business for lying about our interactions.
Regards,
[redacted]

Good Afternoon Mr. [redacted], We're in receipt of Complaint ID# 12162184. In response thereto, we firmly believe that the allegations made therein are, false, inaccurate, misleading, and extremely self serving. Nonetheless, we've worked with our Franchisor to bring this matter to a mutually satisfactory resolution; EAI Case ID# 1452158. The Complainant agreed to resolve this matter in lieu of an additional credit of $34.66, on top of the $24.80 discount applied at the time of purchase. Said Credit/Refund was processed here locally, on 5/19/2017, at 12:15pm and was issued to the Visa Card ending in x2444, which the said utilized to make the initial purchase. With respect thereto, Credit/Refunds generally takes Three to Five (3-5) Business Days before a cardholder sees it posted to his/her account, but in rare situations, it can take as long as Ten (10) businesses days. In regards to disclosing specific Owner, Management and/or Personnel information, we're unable to do so due to personal satefty policies, as well as the circumstances related hereto. Given the aforemention, we believe this matter to be closed. Regards, The Edible Arrangements Management Team (Folsom, CA)

Hi we here at Edible Arrangements spoke to the sender and made sure to resolve with her full refund and replacement of the order. We do our best to ensure the quality of our fruit, unfortunately...

this arrangement was not to the best quality which we are so very sorry for. We hope to have another chance to wow this guest in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have spoke with [redacted] and made him very satified it was a misunderstaning nothing more and it is all taken care of thank you and have a great day.

I have talked to [redacted] and apologized.  This was error on our part.  Purchase price was refunded on 2/13/2015.  We are re-making and delivering on Tuesday, 3/3/2015.[redacted]Owner

Took several bids on roofing 10 years back his was not the lowest but was almost half the heavy advertised NAME brands. xxxxx unlike the other lower priced options had answers about insurance and A+ Revdex.com ratings well as being a local business for 2 decades so why not try? Turned out to be great choice. When my insurance tried to claim damage was not hail he went to bat for us contacting them and pointing out where. Crew looked a little rough around the edges but they were friendly and polite doing a full tear down replacing plywood and all in short order and cleaned up thoroughly spending a lot of time searching for nails missing very few.

I am rejecting this response because:The parent company, Edible Arrangements, confirmed that Folsom is a Franchise and agreed that the behavior of the "store manager" was completely unacceptable, and they would be notifying the owner of the incident. The parent company followed up with me the next day apologizing profusely for the unprofessional behavior of this person, and agreed that the 30% compensation for the poor customer service and "un-fresh" delivery was merited. I am still unclear as to how a person like this could still be employed if he was not the owner. This "store manager" person (who does not give his name out) is giving this franchised business a bad reputation, and I feel it will ultimately result in declined sales. There are many wonderful gift opportunities out there...why would anyone choose to do business with a franchise that supports (and continues to employ) un-professional people like this?  I am an avid gift-giver, and I will not do business with this franchise again. It would have been appropriate for the business owner to reach out to me directly, but as I've stated before, I wouldn't be surprised if they are one and the same. I thank the parent company for maintaining the integrity of the original business model, and I look forward to doing business with a responsible Edible Arrangements Franchise in the future. Note: I did receive the 30% reimbursement in a timely manner. (I credit the parent company for their support and diligence in this matter.) By the way: I explained to the parent company that "customer abuse" is when a customer uses profanity and personally attacks the merchant. It is NOT customer abuse when a customer questions the failure of the company's business practices (hence failure in this immediate customer scenario),and comments on the "fact" that their online reviews with Yelp support 2.5 Stars. The owner should know this and be diligent in educating it's "store managers" and all of his or her employees. Thank you

To Whom It May Concern,
This issue was resolved; a refund was posted as requested by customer. We do apologies for the delay but due to a system upgrade it took longer than expected.
Thank you

On July 28th, 2015 my employee talked with the customer when he placed anorder for a sympathy arrangment. He requested a noon delivery and she told him that ourcompany policy is that we do not garentee any delivery times. However, she would do herbest by having the arrangement sent out on the second...

delivery truck, when the deliverydriver came back from the first run. When the customer called back later that day sheapologized for the late delivery because the driver was not able to get back quickly. Sheexplained that a normal delivery route takes about two hours but today our delivery driverwas running late. She told him that she was trying her best to accomadate him for thetime period that he wanted but that she was not able to garentee anything. He proceededto tell her she was useless, and hung up on her. The arrangement was delivered later in theafternoon. The customer then proceeded to call the corporate office who also advised thatwe do not guarantee any timed deliveries. I called the customer who told me that theyunderstood there are no timed deliveries but I still offered to compensate them and herefused, stating he didn't want anything for free. As for the second time the customercalled the corporate office. I called them back the same day, spoke with the customer,who was on vacation at the time, and said the person I needed to speak with was outshopping and I left a message for a return call, which I did not recieve. As for therecipient of the arrangement, we spoke with them also. As a courtsey, our store calls ifwe have multiple orders to see if they would prefer a different delivery date instead ofrecieving several at a time. They said they loved what they had recieved and to pleasedeliver all of them now.Donna K[redacted]Edible Arrangements Owner

Revdex.com:
At this time, I have not been contacted by Edible Arrangements regarding complaint ID [redacted].
Sincerely,
[redacted]

Dear Sir or Madam, This was the Valentine’s Day week and I was outside the store at the time of [redacted] call. When I received her complaint; even though there was no proof that the apple were missing, I issued her a refund for the amount of $23.95 for the alleged missing apples. I believe...

that I went above and beyond. I have the refund receipt if needed. However, I think that any reasonable person would say that refunding the whole amount of $146.97 without her retuning my product, is simply preposterous. Sincerely, Ed Alexander, Owner

I apologize that this had happened to you. However, you have not been a customer of ours since 4/**/12. On that day, you placed an order at 9:13 and received it by 11:08am. You did order the Simply...

daisy arrangement which is all pineapple shape daisies. Edible Arrangements stores are individually owned and operated. Please contact the Edible Arrangements that you placed the order with for further help. Thank You, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

I have been trying to get in contact with the customer. I was told today that he is off work for a few days. We are sorry that he wasn't satisfied with his order and will give him a full refund as well as a free box of chocolate dipped fruit as an apology gift. We strive very hard to give our...

customers the best experience, and succeed 99% of the time. Feel free to contact me with any questions.
Sincerely,

We received the letter regarding the complaint of [redacted] from [redacted].  We had tried to deliver her order following company policy and that is what we collect a delivery fee for. We did end up refunding her delivery fee of $13.99 plus tax for a total of $14.83. That was refunded on April...

13th and will go back onto her card within 5-10 business days.   Sincerely, Edible Arrangements of Louisville

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.