Lemster's Floral & Gifts

Initial Business Response /* (1000, 11, 2017/04/06) */
Business Response:
On 3/2/17, family came into our shop to order floral pieces for their loved one's passingWith the assistance of our experienced staff, they looked through several books with pictures of floral options and selected a fresh
floral casket spray and easel sprayIn addition, the family selected a container to be filled with artificial silk flowers as a lasting tributeEvery attempt is made by our shop to match the pictures selected as closely as possible and fresh flowers were ordered from our wholesaler accordingly
On 3/3/17, fresh flowers were received from our wholesaler and the casket spray and easel spray were designedThe labor-intensive easel spray in question was comprised of all fresh floral components including foliage, carnations, numerous white roses, blue hydrangea, etcand was stored in our large wacooler prior to delivery for the services on 3/4/
Upon the owner's arrival to the shop on 3/4/17, and after a final inspection of floral pieces prior to delivery, it was determined that the delicate blue hydrangeas included in the easel spray had not maintained the high quality that we expect of our work/products for our customers, and an emergency substitution would be requiredTo maintain the color scheme of the easel spray, clusters of silk hydrangea were included in the sprayThis substitution linked together the fresh hydrangea in the casket spray and the silk hydrangea that the family selected for use in the lasting tributeThe substitutions were made maintaining the design and value of the selected pieces
Out of respect for the family on the day of their loved one's funeral visitation, they were not immediately consulted regarding the minor substitutionIn addition, there was no guarantee that we would be able to obtain fresh hydrangea again from the wholesaler, make the substitution, and deliver the piece in a timely fashionHowever, through this emergency substitution, all family pieces were coordinated through design and color at the value originally agreed upon
Business Proposed Resolution:
On 3/4/17, our shop delivered the sympathy pieces designed as closely as possible to the selected work with subtle substitutions as necessitated, at the value previously agreed uponWe do, however, understand that this was a difficult time for the family and would like to offer a *** donation to the charity of their choice in their loved one's honor
Initial Consumer Rebuttal /* (3000, 13, 2017/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Son called and expressed dissatisfaction with floral arrangement (which was not what was agreed upon.) Owner offered nothing at that time, but acknowledged that notification of the substitution should have been madeFlorist also stated that live flowers and fake flowers cost the same, which was proven untrue upon consulting other florists in the areaAs this issue was not the only problem with service, we do not accept this offer and ask again to be reimbursedThe floral arrangement purchased by mother for son's casket had a note on it that said that it was from "hospice" (and he was never in hospice)The glass from the 5"x7" picture frames in the easel display was missing, and photographs warped upon arrivalAlso, for the "Happy Birthday" cup that twin sister had requested, the card stated "To Mom: Sorry I couldn't be here with you, love *** The funeral director caught this before the service and called personally to express dissatisfactionFuneral director has said that he will give a statement or appear in court if neededAll this said, would like to request full reimbursement directly to family for items not delivered as agreed upon