Klein's Flower Shop & Greenhouse

Review: I purchased flowers from Klein's Floral Shop on [redacted] by way of my local florist (in [redacted]) for a funeral in the Pittsburgh area.The flowers were delivered to the funeral home for the viewing on 3/14/15 with the funeral service on 3/16/15. The basket of flowers was much smaller than I anticipated for a $50 bouquet. In addition the carnations in the arrangement were wilted. I used the "Contact Us" button on Klein's website and supplied an electronic note indicating my dissatisfaction on 3/17/15. As of 3/20/15, my complaint for the quality of the product has not been acknowledged. Klein's Flower Shop did reach out to my mother on 3/20/15 (the payment for the floral arrangement was in her name). It seems an overlap occurred as I was contacting the Revdex.com as Klein's was sending electronic communication to my mother. The contact with the Revdex.com elicited another response from Klein's on 3/23/15 at 5:49 PM in which the author indicated he/she had overlooked our complaint of wilted carnations in the basket and asked for a photo of the arrangement. At this point I took over communication with Klein's. On 3/24/15 at 12:47 PM, I reached out to Klein's and explained that we did not have a photo of the arrangement as the flowers were at a funeral home for a viewing/funeral and to take a photo under those circumstances at the funeral home would have been disrespectful to the family and the deceased. I further explained that because the arrangement was for a funeral, it was unclear what happened to our arrangement at the conclusion of the services. I concluded my message by expressing my hope for a resolution. Later that afternoon at 3:50 PM Klein's replied indicating we could have an adjustment to our bill but we would need to work with our home florist [redacted]) to facilitate the transaction.At this point, I was fairly satisfied, though the folks at Klein's never once indicated they were sorry to hear we were dissatisfied and were not eager to assist us. But I felt that we had reached a resolution. I was shocked to hear that on my mother received an e-mail from Klein's on 3/24/15, about an hour after my last communication with Klein's that contained a photo of the floral arrangement from the funeral home in Pittsburgh and an accompanying message of "I do not see any wilted carnations".Klein's should have left it go with the e-mail regarding an adjustment to our transaction, but this additional e-mail with the photo added further confusion and I am now unclear as to whether we have resolved the issue.I did reply to Klein's on 3/25/15 at 8:32 AM expressing my frustrating and that the inefficient communication has created confusion toward a resolution. I also explained that the arrangement may have looked as it did in the photo on the first day of the viewing on 3/14/15, however the viewing and funeral service took place over the course of three days. When my family and I arrived for the viewing on the evening of 3/15/15, the carnations were wilted. Adding to the confusion, the folks at Klein's never sign e-mails - it simply says as a signature "Klein's Flower Shop". I'm unclear if multiple individuals are working on our customer service complaint or if it is one individual. As a result, communication has been difficult. I also asked in my final e-mail to Klein's where we stood in terms of a resolution and the folks at Klein's have been unresponsive. It is clear that Klein's customer service is subpar and they are unwilling to make right something that was wrong. The process has been difficult, much more so than it need be. I would like to note and have this officially on file that [redacted], my local florist where the order was placed, should not be penalized and I expect that they will receive their share of the money, in full. However, I will expect a full refund from Klein's. I appreciate your help, Jennifer, in adding this information. Please let me know if you require anything additional from me.Sincerely, [redacted]Desired Settlement: The business has a responsibility to respond to customer inquiries and complaints. For customers expressing dissatisfaction, the business should provide a solution to remedy the problem.

Business

Response:

Klein's Flower Shop [redacted]

[redacted]03/31/2015[redacted] The Revdex.com [redacted]ID# [redacted]In response to the complaint filed on 03/20/15, we responded to the e-mail sent to us by [redacted] on 03/20/15 @ 02:31:51PM. Our delayed response in replying to an e-mail from [redacted] was due to the fact she did not purchase flowers from us.First, We received this order from another florist via a wire service network from, [redacted], for a sympathy arrangement in a wicker basket with pastels, pinks, whites, yellows, purples, for a total of $50.00 including $10.00 delivery fee. Therefore, we filled this order with a $40.00 fresh sympathy arrangement in a wicker basket as requested with our delivery fee of $10.00, for a total of $50.00.Secondly, we requested a photo of the arrangement from [redacted], which is customary today, regarding the wilted flowers. She could not supply a photo. I offered to make monetary adjustment to the order. However, she had to request this adjustment through her local florist where she made the purchase. That flower shop, [redacted], would in turn make the request through the wire service network they used and I would grant a request.However, after contacting the funeral home that the flowers were sent to, they were able to supply me with a photo of the arrangement. I e-mailed the photo to [redacted]. Clearly, the photo does support her claim.Finally, if some of the flowers did wilt, the only explanation I can offer is that perhaps the water in the container was emptied prior to being placed in the visitation room, either on purpose or accidentally.In which I have no control over. We did receive a request for a credit from the sending flower shop on 03/26/15, and we have granted that request.Regards,[redacted]Klein's Flower Shop & Greenhouse AttachmentsP.S. Should the attached photo not be sufficient I can e-mail you a digital copy. Please advise.