Heather House Floral Designs

Mar 08, 2016A loose bunch of flowers was delivered as requested in shades of purple (the recipient's favorite color) to her work place on Friday, February 12th for Valentine's Day, Sunday, February 14th I received a voicemail at the shop stating that one of the roses had a broken head, the lislanthus was "spotted" and the stems of stock had "wilted" leavesI promptly called her back that morning, getting an answering machine, and left a message inviting her to bring the problem stems in for replacementShe lives exactly minutes away, miles, I received no response and she did not venture into the shop on this VERY BUSY holidayTwo days later I spoke with her husband, my customer, who ordered the flowersHe has used us twiceThe previous time being in October for her birthday, I again echoed that I would be HAPPY to replace the flowers OR I could credit his credit card the value of the "problem" flowersHe inquired how much the replacement value was, and I answered $12-15.00, He said that that sounded fair and he opted for the creditI refunded his card $15.90, TWO dollars MORE than the value of the stems detailed in his wife's voicemail, He proceeded to ask a few more thoughtful and intelligent questions regarding holiday purchasing, And I explained the downfalls such as raised prices, etc, Your money just doesn't go as far at major holidays when industry prices, beginning at farm level, are increasedHe listened respectfully and it all seemed to make sense to himI was impressed by his willingness to understand and learn in order to become a better consumerI Al-WAYS try to educate our customers, as informed consumers are generally happier with knowledgeable purchasing habitsThe phone call ended on a very positive note.The NEXT day, his wife calls backShe is NOT happy with the refund and expects an entirely new bunch of flowers with a $value to be delivered to herThis is nearly a week after the initial delivery was made, I explain to her that that is an unreasonable expectationAnd she proceeds to talk over me citing a local chain flower shop and their 100% satisfaction guarantee to retrieve any flowers unsatisfactory, replacing them with a brand new delivery, I inform her that "one has to wonder" about a policy (which I am WELL aware of via the many grievances I hear about said chain store) that is enacted so frequently, That the chain store is a giant in our industry and can afford to take such losses, but at the cost of artistry and more unique bloomsI suggested she return to using their services since she was so enamored with their policyThis "suggestion" also coming after she proceeds to threaten me with how she is going to tell everyone at her work place to stop using us, When only months ago, after receiving her birthday flowers, she raved about our work.She did say she would send pictures of the problem flowers via email and I was THRILLED because I WANTED to see the PROBLEM, I DID still have Stock and Lisianthus from the holiday, in the fridge and they were STILL in great shapeThey were NOT old productIf she interprets that as being called a liar, that's her interpretation, but it was NOT my insinuationIt was a statement of fact and why seeing the actual flowers would be beneficial to me, Needless to say, the emails NEVER came, I ran back and forth checking for hours as she stated she would send them immediatelySo if she DID send pictures, she set them to an incorrect email address.Further more, there is NO ONE named "Patty" employed here, Our customer satisfaction is important to us but not to an UNREASONABLE degree, We wish her luck with her new florist of choice as we will NEVER tolerate or cater to threats and bad behavior

From: Date: Thu, Mar 12, at 8:AMSubject: Fwd: Heather House Flowers Revdex.com EmailTo: [redacted] @myRevdex.com.org Regarding Case # [redacted] (Complaint filed by [redacted] against Heather House Flowers) He is a customer of [redacted] and NOT oursHe paid them and ordered THEIR product filled to THEIR recipe which he was not happy with itAnd I can't blame him, online flowers sites always make their product look much fuller and lush than reality, duping their customersUnfortunately, it's us, the actual physical flowers shops that fill the orders and create the flower arrangements according to their specs that take the heat from their customersThe phone number at [redacted] is ###-###-####The only address information I have for them is that they are based in Los Angeles, CAHello [redacted] and thank you for your assistance on the phone yesterday afternoonHere are the screen shots and accompanying photos that were included in my response to [redacted] 's negative review left on our [redacted] page which has since been removedThis was the original review which he then downgraded to a "one star" and called me a "lunatic" for my in depth and lengthy attempt to educate him so he could avoid future disappointments with online flower purchasesThe response and post was deleted after a calm, rational conversation with Sarah Duncan ( [redacted] 's girlfriend and the recipient of the flower arrangement) the morning of February 27th, I also contacted [redacted] (as he is THEIR customer and paid THEM for this order) and insisted they refund his money IN FULLAt NO time did [redacted] contact us directly regarding his dissatisfaction with his [redacted] purchase that he made onlineInstead, he decided to take to social media and post and inaccurate statements that can greatly harm a business dedicated to delivering fresh, quality productA reputation that we have worked hard at building and maintainingHe also made public posts threatening to call the police and contact the local television stationI could not believe his level of animosityThe attached photos were taken in response to illustrate the way an online order made thru [redacted] is filledIt is made according to a specific "recipe" including numbers of flowers to be used as well as approximate measurements and in this case, a "one-sided" (rather than all the way around) orientationI had to use miniature carnations in place of some of the spray roses to illustrate thisI put in several hours, creating the arrangements, photographing and typing up the accompanying commentary to both defend our shop and educate him and our audienceIt should also be noted that the recipient of the flowers was contacted immediately by myself when I heard that there was a "quality issue" with the orderI asked what was wrong with the arrangement and she stated that the roses were dead"Impossible" was my response, as they had only just come in and could not have been any fresherShe said they had "tiny black and brown marks "all over them." The accompanying photograph of the roses are the three remaining stems from the same bunch used to create Sarah's flowersThey were not altered in ANY way and I even oriented the imperfect parts toward the cameraI informed her that roses in particular often have some dis-coloration on their outer guard petals as they are the petals designed to protect the inner flower from the elements of harsh sun, wind and water as they developFlowers are also susceptible to bruising in transit as the are packaged and flown clear across the country or from South AmericaWhen the markings are unacceptable, the ugly petals are removed at time of processing (receipt) here at the shopThe roses in Sarah's order looked GREATBetter than and in fact, required NO grooming (a rarity)She was being hyper critical of a natural itemI reminded her that flowers are from nature and nature is perfectly imperfectI promised to replace the arrangement if in three days time if the roses did indeed begin to dieNo further questions askedI also requested a picture of the "dead" flowers which went ignoredAs DEAD flowers are unmistakable and if I was going to take to social media to declare that I received dead flowers, you better believe I would be including irrefutable proofLong story short, the issue has been resolved and all pictures and [redacted] posts have been removed by both us and [redacted] (as requested)The "personal information" pertained to the photographs of documents portraying previous flower orders that Sarah received from usI gather that he was embarrassed by the snippets of love notes that they captured, but only this section of the print-outs included both proof of his name and the subsequent dates we had filled [redacted] orders for him that received absolutely NO complaintsIt was NOT my intent to embarrass him, but to provide evidence to himself and the public that his review of us contained inaccuraciesI honestly do not know how I BETTER could have served himI did everything I could to make this right, but for some reason, EVERY step I took only further enraged himThank you again for your counsel in this matter, Neil @ Heather House Flowers (Yep, I have a boy's name! But I'm the woman you spoke with on the phone.)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
First of all, I have attached the email she claims she never received with the pictures attached! Note the date it was 2/hardly a week from my initial complaintMore than likely that chain is giant because it complies with the advertised 100% satisfaction guaranteeAs far as their cost of artistry and was a loose bunch of flowers, what artistry? I think anyone would rather do business with someone who honors what they advertiseWhen you advertise 100% satisfaction you don't offer the 20% that was refundedI also indicated to her I was ill on the 14th and didn't get her message until afternoon when the shop was closedRegardless, living miles away it would have not been out of her way to make a new deliveryIt's not my fault she had to work 80+ hours and hire extra people and their van broke down (all the excuses I heard) it goes with the line of business during holidaysI have never heard of a floral business that asks a customer to return the product(ridiculous).If she considers me telling other people of her deceptive guarantee, it's "her" perceptionI would consider it a warning to others that want to do business thereRaving about their work with my previous bouquet of cut flowers, hardlyI was disappointed that this bunch wasn't up to par in comparison to the firstIt's evident that customer satisfaction is NOT important to your businessI don't think expecting to receive what you pay for is UNREASONABLE! How would you feel receiving, broken, spotted and shriveled flowers? I think you would expect replacements and you would expect the business to CATER to you, the customer and you would not tolerate the request to return flowers to the shop when I complied with your request for photosDeceiving people into believing you are offering 100% satisfaction when you DON'T is wrongSatisfaction is when the customer is satisfied not what you perceive as acceptableI wish you luck trying to stay in business with the way you treat customers! If you still had the flowers in your fridge from the holiday that were fine as you claim a week later (which it was not)why didn't you just deliver them to my house?This could have been resolvedMore than likely they ended up in the trash anyway

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 I do caution future customers though in regards to their customer serviceIt is forceful education at best, hostile to some.
Regards,
*** ***

Invoice

Mar 08, 2016A loose bunch of flowers was delivered as requested in shades of purple (the recipient's favorite color) to her work place on Friday, February 12th for Valentine's Day, Sunday, February 14th I received a voicemail at the shop stating that one of the roses had a broken head, the...

lislanthus was "spotted" and the 2 stems of stock had "wilted" leaves. I promptly called her back that morning, getting an answering machine, and left a message inviting her to bring the problem stems in for replacement. She lives exactly 5 minutes away, 2.8 miles, I received no response and she did not venture into the shop on this VERY BUSY holiday. Two days later I spoke with her husband, my customer, who ordered the flowers. He has used us twice. The previous time being in October for her birthday, I again echoed that I would be HAPPY to replace the flowers OR I could credit his credit card the value of the "problem" flowers. He inquired how much the replacement value was, and I answered $12-15.00, He said that that sounded fair and he opted for the credit. I refunded his card $15.90, TWO dollars MORE than the value of the stems detailed in his wife's voicemail, He proceeded to ask a few more thoughtful and intelligent questions regarding holiday purchasing, And I explained the downfalls such as raised prices, etc, Your money just doesn't go as far at major holidays when industry prices, beginning at farm level, are increased. He listened respectfully and it all seemed to make sense to him. I was impressed by his willingness to understand and learn in order to become a better consumer. I Al-WAYS try to educate our customers, as informed consumers are generally happier with knowledgeable purchasing habits. The phone call ended on a very positive note.The NEXT day, his wife calls back. She is NOT happy with the refund and expects an entirely new bunch of flowers with a $50.00 value to be delivered to her. This is nearly a week after the initial delivery was made, I explain to her that that is an unreasonable expectation. And she proceeds to talk over me citing a local chain flower shop and their 100% satisfaction guarantee to retrieve any flowers unsatisfactory, replacing them with a brand new delivery, I inform her that "one has to wonder" about a policy (which I am WELL aware of via the many grievances I hear about said chain store) that is enacted so frequently, That the chain store is a giant in our industry and can afford to take such losses, but at the cost of artistry and more unique blooms. I suggested she return to using their services since she was so enamored with their policy. This "suggestion" also coming after she proceeds to threaten me with how she is going to tell everyone at her work place to stop using us, When only months ago, after receiving her birthday flowers, she raved about our work.She did say she would send pictures of the problem flowers via email and I was THRILLED because I WANTED to see the PROBLEM, I DID still have Stock and Lisianthus from the holiday, in the fridge and they were STILL in great shape. They were NOT old product. If she interprets that as being called a liar, that's her interpretation, but it was NOT my insinuation. It was a statement of fact and why seeing the actual flowers would be beneficial to me, Needless to say, the emails NEVER came, I ran back and forth checking for 2 hours as she stated she would send them immediately. So if she DID send pictures, she set them to an incorrect email address.Further more, there is NO ONE named "Patty" employed here, Our customer satisfaction is important to us but not to an UNREASONABLE degree, We wish her luck with her new florist of choice as we will NEVER tolerate or cater to threats and bad behavior.

From: <heatherhouseflowers@[redacted].net> small; font-family: arial, sans-serif;">Date: Thu, Mar 12, 2015 at 8:09 AMSubject: Fwd: Heather House Flowers Revdex.com EmailTo: [redacted]@myRevdex.com.org
Regarding Case #[redacted] (Complaint filed by [redacted] against Heather House Flowers)
He is a customer of [redacted] and NOT ours. He paid them and ordered THEIR product filled to THEIR recipe which he was not happy with it. And I can't blame him, online flowers sites always make their product look much fuller and lush than reality, duping their customers. Unfortunately, it's us, the actual physical flowers shops that fill the orders and create the flower arrangements according to their specs that take the heat from their customers. The phone number at [redacted] is ###-###-####. The only address information I have for them is that they are based in Los Angeles, CA.
Hello [redacted] and thank you for your assistance on the phone yesterday afternoon. Here are the screen shots and accompanying photos that were included in my response to [redacted]'s negative review left on our [redacted] page which has since been removed. This was the original review which he then downgraded to a "one star" and called me a "lunatic" for my in depth and lengthy attempt to educate him so he could avoid future disappointments with online flower purchases.
The response and post was deleted after a calm, rational conversation with Sarah Duncan ([redacted]'s girlfriend and the recipient of the flower arrangement) the morning of February 27th, 2015. I also contacted [redacted] (as he is THEIR customer and paid THEM for this order) and insisted they refund his money IN FULL. At NO time did [redacted] contact us directly regarding his dissatisfaction with his [redacted] purchase that he made online. Instead, he decided to take to social media and post false and inaccurate statements that can greatly harm a business dedicated to delivering fresh, quality product. A reputation that we have worked hard at building and maintaining. He also made public posts threatening to call the police and contact the local television station. I could not believe his level of animosity.
The attached photos were taken in response to illustrate the way an online order made thru [redacted] is filled. It is made according to a specific "recipe" including numbers of flowers to be used as well as approximate measurements and in this case, a "one-sided"  (rather than all the way around) orientation. I had to use miniature carnations in place of some of the spray roses to illustrate this. I put in several hours, creating the arrangements, photographing and typing up the accompanying commentary to both defend our shop and educate him and our audience. It should also be noted that the recipient of the flowers was contacted immediately by myself when I heard that there was a "quality issue" with the order. I asked what was wrong with the arrangement and she stated that the roses were dead. "Impossible" was my response, as they had only just come in and could not have been any fresher. She said they had "tiny black and brown marks "all over them." The accompanying photograph of the roses are the three remaining stems from the same bunch used to create Sarah's flowers. They were not altered in ANY way and I even oriented the imperfect parts toward the camera. I informed her that roses in particular often have some dis-coloration on their outer guard petals as they are the petals designed to protect the inner flower from the elements of harsh sun, wind and water as they develop. Flowers are also susceptible to bruising in transit as the are packaged and flown clear across the country or from South America. When the markings are unacceptable, the ugly petals are removed at time of processing (receipt) here at the shop. The roses in Sarah's order looked GREAT. Better than normal and in fact, required NO grooming (a rarity). She was being hyper critical of a natural item. I reminded her that flowers are from nature and nature is perfectly imperfect. I promised to replace the arrangement if in three days time if the roses did indeed begin to die. No further questions asked. I also requested a picture of the "dead" flowers which went ignored. As DEAD flowers are unmistakable and if I was going to take to social media to declare that I received dead flowers, you better believe I would be including irrefutable proof.
Long story short, the issue has been resolved and all pictures and [redacted] posts have been removed by both us and [redacted] (as requested). The "personal information" pertained to the photographs of documents portraying previous flower orders that Sarah received from us. I gather that he was embarrassed by the snippets of love notes that they captured, but only this section of the print-outs included both proof of his name and the subsequent dates we had filled [redacted] orders for him that received absolutely NO complaints. It was NOT my intent to embarrass him, but to provide evidence to himself and the public that his review of us contained inaccuracies.
I honestly do not know how I BETTER could have served him. I did everything I could to make this right, but for some reason, EVERY step I took only further enraged him.
Thank you again for your counsel in this matter,
Neil @ Heather House Flowers (Yep, I have a boy's name! But I'm the woman you spoke with on the phone.)