I specifically remember this situation .I took this order on Mother's Day weekend going to a town we do not serveThis was a mile delivery and was going to a funeral home with a specific delivery timeA total was not
discussed, after our conversation I debated as what to charge for deliveryThe charge should have been at least $20.00...she was charged $I never said she Must not have inquired about a total...I said she Did notI did not need a $order going on a mile journey on the busiest day of the year, and I Did not change the total .The order was take as a service to this individual...she is welcome
She ordered off our website which clearly states a delivery charge and tax, which both by the way are common senseUnfortunately I think the consumer has made the Revdex.com somewhat of a Facebook, a place to vent when you do not get your way, regardless of if you deserve it or not. Just click on Revdex.com...Click on file a complaint...instant revenge, you do not even have to speak to anyoneI have been in business for years and never a complaint until year ago, now I have a customer satisfaction rate of 99.95%and would be 99.99% if it were not for Very Ridiculous situations like this
By the way she is contacting the Attorney General as well...I think that speaks volumes as to what we are dealing with hereI am sure he will get right on it..it is a pretty big dealWhat a waste of all of our time
Sandy ***
House of Ivy Floral & Gifts
When I was contacted by this customer her complaint was the arrangement did not look like the picture and was too small. Nothing was mentioned about dead/dying flowers (which were...
ordered in fresh that morning), I explained to her there is a recipe for every arrangement with dimensions and what types of flowers and how many stems of each flower, all of these guidelines were met with the exception of the container which was of greater value .She said she did not understand. I explained the substitution policy as well which is stated on our website, she said she did not see it. Her husband was told when he placed one of the orders we would come as close as possible to the picture, he said that was fine. These were two small arrangements ($34.95 and $52.95) in our Everyday / Birthday section of our website, with dimensions of 12X12,( I cannot make an arrangement much smaller than that ), which were very inappropriate choices for a Sympathy arrangement. I did not yell at this customer, however I did end our conversation. She was aggressive, belligerent, and unreasonable. After doing so I received an E-Mail from her threatening to contact the Revdex.com and going on social media sharing her experience, if I did not return her money. I cannot return money based on a threat and an unwarranted request. I have successfully owned and operated a very quality orientated and upscale floral/gift shop for 23 years, with a 99.95% customer satisfaction rate for 23 years. I have certainly never had a complaint to the Revdex.com. It is unfortunate this is a first.
Revdex.com:
I have reviewed the response 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.
Owner claims that I was aggressive, belligerent, and unreasonable. That is false. I was calm but had to raise my voice because she wouldn't let me try to explain my view. Owner also claims that "husband was told when he placed one of the orders we would come as close as possible to the picture, he said that was fine." That too is false. I placed both orders so that is not true. One from us personally and one was for our business. My husband was not involved in the process at all. I did bring him up but only to let her know that he too was unhappy with what she sent on our behalf. I did tell her that I saw at checkout there was a substitution policy. I told her I was aware of that however I didn't see 1) an option to opt out or 2) I would not have been opposed to it - had it truly appeared to be a comparable substitution. Regardless of what the owner says, I wouldn't be going to this extent to get something back if I agreed with that claim. We were extremely disappointed in both arrangements. I did inform her that I would file a complaint with the Revdex.com and share my experience on social media because the way she treated me and the service we received in our arrangements were both poor. I let her know my plan of action in the event that she would like to rectify the situation. I am also a business owner and would never handle the situation like she did. Unfortunately the owner's recollection of our dispute is skewed because she wouldn't let me explain without interruption. I was in the process of say, "I don't think you're hearing what I'm saying" when she interrupted me, yelled at me, and hung up. I tried calling back - she wouldn't answer the phone. I've given her business with not just one but two arrangements. I feel it is only fair to accept that with appreciation, and honor a refund of some sort.
Regards,
[redacted]
I specifically remember this situation .I took this order on Mother's Day weekend going to a town we do not serveThis was a mile delivery and was going to a funeral home with a specific delivery timeA total was not
discussed, after our conversation I debated as what to charge for deliveryThe charge should have been at least $20.00...she was charged $I never said she Must not have inquired about a total...I said she Did notI did not need a $order going on a mile journey on the busiest day of the year, and I Did not change the total .The order was take as a service to this individual...she is welcome
She ordered off our website which clearly states a delivery charge and tax, which both by the way are common senseUnfortunately I think the consumer has made the Revdex.com somewhat of a Facebook, a place to vent when you do not get your way, regardless of if you deserve it or not. Just click on Revdex.com...Click on file a complaint...instant revenge, you do not even have to speak to anyoneI have been in business for years and never a complaint until year ago, now I have a customer satisfaction rate of 99.95%and would be 99.99% if it were not for Very Ridiculous situations like this
By the way she is contacting the Attorney General as well...I think that speaks volumes as to what we are dealing with hereI am sure he will get right on it..it is a pretty big dealWhat a waste of all of our time
Sandy ***
House of Ivy Floral & Gifts
When I was contacted by this customer her complaint was the arrangement did not look like the picture and was too small. Nothing was mentioned about dead/dying flowers (which were...
ordered in fresh that morning), I explained to her there is a recipe for every arrangement with dimensions and what types of flowers and how many stems of each flower, all of these guidelines were met with the exception of the container which was of greater value .She said she did not understand. I explained the substitution policy as well which is stated on our website, she said she did not see it. Her husband was told when he placed one of the orders we would come as close as possible to the picture, he said that was fine. These were two small arrangements ($34.95 and $52.95) in our Everyday / Birthday section of our website, with dimensions of 12X12,( I cannot make an arrangement much smaller than that ), which were very inappropriate choices for a Sympathy arrangement. I did not yell at this customer, however I did end our conversation. She was aggressive, belligerent, and unreasonable. After doing so I received an E-Mail from her threatening to contact the Revdex.com and going on social media sharing her experience, if I did not return her money. I cannot return money based on a threat and an unwarranted request. I have successfully owned and operated a very quality orientated and upscale floral/gift shop for 23 years, with a 99.95% customer satisfaction rate for 23 years. I have certainly never had a complaint to the Revdex.com. It is unfortunate this is a first.
[redacted]
House of Ivy Floral & Gifts
Revdex.com:
I have reviewed the response 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.
Owner claims that I was aggressive, belligerent, and unreasonable. That is false. I was calm but had to raise my voice because she wouldn't let me try to explain my view. Owner also claims that "husband was told when he placed one of the orders we would come as close as possible to the picture, he said that was fine." That too is false. I placed both orders so that is not true. One from us personally and one was for our business. My husband was not involved in the process at all. I did bring him up but only to let her know that he too was unhappy with what she sent on our behalf. I did tell her that I saw at checkout there was a substitution policy. I told her I was aware of that however I didn't see 1) an option to opt out or 2) I would not have been opposed to it - had it truly appeared to be a comparable substitution. Regardless of what the owner says, I wouldn't be going to this extent to get something back if I agreed with that claim. We were extremely disappointed in both arrangements. I did inform her that I would file a complaint with the Revdex.com and share my experience on social media because the way she treated me and the service we received in our arrangements were both poor. I let her know my plan of action in the event that she would like to rectify the situation. I am also a business owner and would never handle the situation like she did. Unfortunately the owner's recollection of our dispute is skewed because she wouldn't let me explain without interruption. I was in the process of say, "I don't think you're hearing what I'm saying" when she interrupted me, yelled at me, and hung up. I tried calling back - she wouldn't answer the phone. I've given her business with not just one but two arrangements. I feel it is only fair to accept that with appreciation, and honor a refund of some sort.
Regards,
[redacted]