Hesperia Florist

Initial Business Response /* (1000, 5, 2015/07/20) */
I have read the customers complaint and disagree with some of what she has stated J4 did deliver flowers to the customer on 7/14/15. Her husband did call us late that a/lernoon saying flowers were wilting. We told him we would gladly exchange...

the flowers to her the next day We did send a driver over with the new arrangement at 11:15 the next morning. The security gaurd at this business said they could not locate the customers wife when we got there. We could not leave the flowers with gourd because we needed to exchange them. According to our driver, the security gaurd never offered to exchange the arrangement for us. Our driver brought the new arrangement back to the flower shop. Our driver still had many other arrangements to deliver throughout the day. Our manager called the customer and informed him that his wife was not there at time of delivery. Immediately the customer demanded that was our fault for delivering while she was at lunch. We reminded him that the delivery was made at 11:15 and that due to our other scheduled deliveries, we may not be able to make it back to his wife before she left work for the day, but we would have arrangement available for her to pickup on her way home fi-om work The customer proceeded to tell our manager that she would have to make the delivery immediately as soon as his wife returned from lunch or he would dispute his credit card charge. Our manager told him that she would have the owner of the shop call him when she returned The customers wife happened to call the shop just as the owner had returned, after the conversation with her, the owner realizing that this customer seemed extremely difficult to please ,said we will pick up arrangement and refund the money. The credit card was immediately refunded and the arrangement was picked up shortly alter that. We have an approval code for the refund made and have attached it to this letter The customers wile was never told we would be refunding her money AND exchanging the flowers....also our driver never stated to her or anyone else that she would be returning with any flowers at the time she picked up the arrangement. We will not be giving this customer fee flowers AND a refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read the above reply and I am quite frankly appalled at the fact that the owner has blatantly lied about my husband and my conversation with her and her staff as well as the conversation that I had with her delivery driver. The owner of Hesperia Florist DID offer to exchange AND refund the money to our credit card. I cannot speak as to why she offered both but she did so after speaking to her and explaining what transpired. She offered that as a resolution and now she is stating that she never said that. I cannot believe that a business owner would conduct herself in such a way when customer service is her livelihood.
At this time, not only were the flowers not exchanged as promised, there is still no refund to our credit card nor any refund pending. Only the original charge to the account for almost $54.00 is showing.
I do not believe that I nor my husband were being difficult in any way when we called to notify the shop that the flowers were turning brown and wilting the same day they were delivered. At that time, the owner offered to bring a new arrangement the following day which was an acceptable solution.
The next day they showed up to my office which has over 100 employees and I was not sitting at my desk. I was two cubicles over at a co-workers desk. They did not inform myself or my husband the time that they would be coming and when I could not be located in the break room or restroom the guard told the driver she could get the other flowers. She was told no, that she had to speak to me. This is when the driver told the guard that she would come back. The floral shop is located across the street from my work location. I can see their shop from my reception area at work.

I then immediately called the flower shop to let them know that I was at work at the owner told me, well it's not my fault you were not at work so you need to come and pick up the new arrangement if you want it. I told her that my husband paid $9.99 for delivery and the flowers were already dying. I did not feel it was unreasonable to have to bring them again, especially since I was located across the street. The owner is stating that she was not sure if her driver could re-deliver but she was able to pick up the new arrangement without a problem?? And her driver said in front of myself, the security guard and the receptionist that she would be right back with the other arrangement, she was just going back to the shop from doing another delivery. I even asked about signing her clipboard that was in her hand and she said you don't have to sign it until I bring back the new arrangement.
I still would like the arrangement that was promised and the money refunded to my credit card.
Final Consumer Response /* (3000, 13, 2015/07/22) */
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