Leaf

We received a "same day" order via Flower Shop Network (FSN) for a fruit basket, sent from another florist (and not directly through the customer making the complaint). Per the terms of the FSN, it clearly states that not all items are available for same day delivery--and in this case the sending florist did not and failed specify in the notes/additional comments that their customer wanted to ensure that there were cheese and crackers in the basket. (there is a separate section when sending orders where the florist should have entered this information) We filled the value of the order with fruit, the basket was definitely the dollar value the florist sent and not just a "few pieces of fruit" as stated. We were made aware of this being an issue when the customer called us directly to complain that there were not cheese and crackers in the basket---we explained to the customer what we are explaining to this complaint now, and we asked her what she would like to have done (she stated that she did not know). We called FSN, once we received the complaint, which the sending florist (per the terms) should have done when their customer called them---instead the sending florist gave them our phone number to complain directly (which they are not supposed to do--they are supposed to handle it from their end by contacting FSN). So, in a nutshell, we listened to the customer's complain, inquired as to what she would like to have done, she did not answer us after asking several times and the call was ended. (which then we immediately called FSN to report). In this instance, the sending florist failed their customer, we were not made aware of the importance of having cheese and crackers in the basket since the sending florist did not make any mention that it was imperative--and we inquired what she would like to have done and was just met with animosity and a bad review on our personal site of which was not factual. If there is any other information that we can provide in this matter, please do not hesitate to contact us.

No one is playing a blame game. We were asked to provide a factual account of what happened and we did. The sending florist failed you miserably and we reported it to the FSN. I do agree, what transpires with FSN and between florists is not of the customer's issue, however since the sending florist circumvented the proper protocol in handling your complaint, we took the time to explain how it works. We did send a fruit basket, same day that the customer ordered with the dollar value that was paid $60--less a delivery charge--we DID NOT rip anyone off. When we asked what the customer wanted to have happen, and we did not get a response in that phone call; we do not assume to know what a customer would like to have done. Today, just 30 minutes ago, I personally delivered a gift bag with cheese and crackers to Violet and that was IN ADDITION to the FULL value that we put into the fruit basket.