Hernando Flower Shop

I ordered flower because of appearance and spent more money thinking I would get what I paid for....I DID NOT GET WHAT I OAID FOR!I ordered flowers on 9/30/2013 for my mothers birthday. I selected some with bright colors and a unique vase. I spent 63.03 dollars on them. Once I saw what was delivered I was SHOCKED! The color was NOT the same the vase was NOT the same the arrangement looked very cheap and NOT worth 63.03. I called and told them about my concern, even sent a picture to help them understand my complaint. I was told that the stem count was the same and that the vase was same price. I NEVER got," I am sorry [redacted] you are happy or we were out of several flowers and should have stayed with same color scheme or I know the vase was NOT even close to the same and we should have called to let you know." Not one apology! I never once asked for money back or raised my voice I was very calm. In this day and time spending 63.03 dollars on anything is a big deal. Model number[redacted]9/30/2013 order date10/1/2013 problem date63.03[redacted]Desired SettlementI am asking for a refund because of the way the situation was hadled and because a replacement would be too little too late my mother's birthday has palced.Business Response Contact Name and Title:[redacted], ownerContact Phone: [redacted]Contact Email: [redacted]During the first call **. [redacted] voiced her complaint as that the vase the flowers were delivered in was not as shown in the photo on our website. The arrangement on the site is in a six inch vase and we were out of this size, so we substituted an 8" vase. This made her arrangement larger because it was in a larger vase. The website says the arrangement is 13 and 1/2 inches high. The arrangement we sent was 15 inches tall. The arrangement she picked had red gerbera daisies in it. We were out and could not get any in to get the arrangement made in time. We substituted orange gerbera daises and added red carnations so that we could keep in the color scheme. Our website plainly states that substitutions will be made as follows: Occasionally, substitutions may be necessary to create your bouquet due to the availability of certain flowers in various parts of the country. Care is taken to maintain the style, theme and color scheme of the arrangement, using flowers of equal value. The arrangement itself was a $42.95 arrangement. The difference in the $63.03 is delivery and sales tax. **. [redacted] did receive more than her money's worth for the $42.95. The website gives us a recipe to follow for each arrangement and we put more in the arrangement than the recipe called for to make it as nice and full as possible. I am attaching pictures of the arrangement we sent, as well as the one that was ordered. As the owner of the shop, when I finished with the customer I was working with, I called **. [redacted] back to see how we could remedy the situation. Nothing I offered to do would satisfy her, I offered her credit and to pick up the arrangement and deliver a new one at no charge. She would have no part of anything I offered. I know $63 is a lot of money, but she must realize that she only spent $ 42.95 on the flowers and she got more than her money's worth. img 1534 is the one we sent, garden is the photo from the website. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I spoke with Hernando Flower Shop 3 times after the delivery. The first was to make my complaint, the second was**. [redacted] employee letting me know she spoke with **. [redacted] and she felt that the flowers were what I ordered. I was never told that the owner would be calling me. I was never told we are sorry what can we do to help make this right. After that call I filed my complaint with Revdex.com and then sent both pictures and a message to other employee letting her know what action I had taken. Some after is when the owner called me. I returned her call and was asked what my problem was......after explaining it again I was told the vase I thought I ordered wasn't even stocked in the store and that would she like me to go and pick up the flowers,my mothers birthday flowers, and deliver a new arrangement the next day. I was never offered a credit at ANY time. I also complained that the colors were not what I ordered. The flowers didn't even come with a ribbon! Final Business Response I did offer to replace the flowers, I also asked what I could do to make her happy and I was told that there was nothing. She said she was not asking for any credit but maybe a discount on her next order. I did not ask her to return the flowers, I told her that we would pick up the flowers and giver her credit and she said no. I also explained to her that we used an 8" vase because an arrangement in a 6" vase is looks so small that is why we do not use those vases. This website has all of the [redacted] (the service we use to send flowers worldwide for customers) arrangements on it and that no one has ever complained that we made their arrangement bigger than shown. I was with a customer discussing some items for her hospice business for bereavement requests. I could not speak with her until I have finished my consultation with my other customer. I was calling her back because I could not speak with her when she called. THere was not a ribbon the arrangement that she had picked out, we tried to make as much like the photo as possible, if we put a ribbon, would she then complain that we had put a ribbon? I think that this is a no win situation for us. I offered to replace, I offered to pick up and give credit, and I offered to do whatever I needed to do to remedy the situation and nothing would work. I do admit the arrangement did not have the red gerbera daisies, but we replaced with more than the arrangement called for in orange gerberas and we used red carnations for the red color. The following is the exact recipe that teleflora provides us with to make the arrangement. 2 each roses, 40cm, yellow2 each gerberas, miniature, red1 stem alstroemeria, yellow1 stem asters, matsumoto, red2 stems chrysanthemums, button spray, yellow1 1/2 stems statice, sinuata, purple2 stems solidago1 stem leatherleaf fern1 stem salal1 each 6" hurricane vase, syndicate sales, no. 2701-06-09, (6" h x 4 7/8" opening)I will do whatever I can to make her happy, I just don't think that is possible.

To Concerned Customer,
I do not brag about customer service often, as I expect any company to deliver what the customer wants or needs in order to stay in busy. That being said, Hernando Flow Shop went above and beyond to help me out. On a FRIDAY at 4:50, in the evening, they took a request to deliver a special order of flowers the same day, before close of business. I do not know about most people experiences but I know most companies right before close want nothing to do with another customer, more or less a quick order to be delivered within the same hour. I want to say this is the company you want because they know how to appreciate a customer and will have my return of buisness.
Thank You,
Darryl H[redacted] ","pos-1