Memorial Florists & Greenhouses, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The owner's response is not accurate. There was one staff member with whom I felt was rude the day of the service, and that was the team leader who approached me in the greenhouse, apparently [redacted].  [redacted], a cashier, was only involved in answering my question about clematis and rang up the sale. She did not help me untangle clematis. She did say the they cut them back daily. I disagree. They were badly tangled and that does not happen with daily clipping.  I did end up untangling one and bought it. So the request for a reduced rate is immaterial. This is common practice at several nurseries to avoid the extra cost in labor to care for the plants. I offered, not insisted or demand for a reduced rate. She did comment that she did nothing wrong. I agree. I believe that ascertaining the value on a gift card was valid. I live 25 miles away and I wanted to avoid another conflict at the next visit if the value was not right and the cards were accidentally mixed up. This could occur at any business. The only other staff member before I spoke to [redacted] was a man who took me to her office to view the gift card. If there was a problem with him, I am unaware. He asked my opinion about the changing weather we had been experiencing and I I responded that I had hopes of improved temperatures. However, when [redacted], a secretary called the next day and stated that I could not get along with anyone except for [redacted], I was offended and appalled at the comment because that is not true. She also said while she did not hear the incident, she believed the employees and that it seemed that I was not able  to get along with anyone except a [redacted], the woman who reviewed the gift card. That is when she said that I should come in and they would " assign [redacted] to wait on me since I could not get along with anyone else".  I told her that I did not request nor want personal service.It appears the issue was reduced to the equivalent of  a schoolyard fight by Memorial Garden's owner, which is unfortunate. I brought up a concern to the business, which festered, quite simply, and was distorted. This should be a customer oriented business. My employees know that rudeness to a customer is unacceptable resulting in dismissal. How comfortable would a customer be with returning to a business after being accused of "not getting along with anyone except for one employee"?My request is as stands. I would appreciate the return of the balance to my son. 
Regards,
[redacted]

Review: 5/27/15 While shopping for perennials using a $100 gift certificate and remainder of another from my son, I noticed clematis vining around each other making a net, and OFFERED to buy 2 rather than tear them apart, and suggested staking and tying the vines to a cashier. A manager approached me in a greenhouse, stating that they cut back the clematis, unopened blooms included, daily due to time constraints. The suggestion and offer, perceived as insult, I was told the 20% off was enough, not to ask for anything else. Upset with her tone, I told her about an scale infected gardenia I purchased the year prior, but did not return due to: I overheard a negative issue between a worker/customer, plant already @ 50% not guaranteed, distance 25 miles. The plants were not quarantined. Still apprehensive about plant quality, I returned this year due to my gift certificate. The clematis care is worrisome; I urge the reader to research and verify care. A guarantee for new perennials is available but I did not receive one for the plants purchased at date of complaint.I presented my both of my gift certificates, and noticed after I left, I had the old card. I called, returning to the store to verify the amount. I spoke to a new person, and requested a refund of the certificate. A secretary to the owner called on 5/28/15. She stated that there would be no refund. If I was not able to get along with anyone at their store, I could order online or another store, or I could have personal service with the ONE employee I apparently could get along with. I demanded nothing, but offered a suggestion and spoke of my concerns, nor was I confrontational to anyone. I am appalled by these comments, and stated that I would contact the Revdex.com. The reader may judge for him or herself.Desired Settlement: Based on the call from and interaction with a secretary, who accused me of not "wanting to deal with any employee", I feel a refund of the remaining amount on the gift certificate my son purchased for me is appropriate. The quality of some of the plants are questionable, meriting further research by an applicable agency. I was unable to speak with the owner who refuses to speak to customers according to the secretary, and "that is why she was hired." Improved service & respect for all customers.

Business

Response:

I have read the complaint and followed up with our staff involved, and extend my apologies that [redacted] had an unsatisfactory experience at our store.Responding to the complaints addressed and based on my understanding of what happened, I was told that [redacted] was in our garden center shopping, and asked about a clematis plant that was intertwined with another. As she and/or our sales associate, [redacted], were trying to undo the plants, [redacted] stated she would take both if she were given a discounted price. [redacted] said she was not authorized to give an additional discount but she would check with the garden center team leader, [redacted]. I understand [redacted] was looking around at other plants and [redacted] approached her asking her what she needed. [redacted] talked about the clematis with her and told her they were already discounted 20% so that would be the final price. She did not in any way tell her "not to ask for anything else". In reference to the gardenia plant from last year, we do not knowingly sell a disease-infected (scale as [redacted] stated) plant, we would instead throw it out. Typically a plant sold as is on clearance at 50% off is a plant whose blooms may be done for the time being or it is the end of the season. With that said, if we are called or asked advice on care for these plants (clearance or not) we most certainly assist our customer, but anything on clearance is not guaranteed. As far as the overheard negative issue between a worker & customer, I do not have enough information to know what was going on at that time. I am however very confidant that our staff does their best to treat people in a respectful and helpful manner. I am so sorry if this was not what [redacted] experienced.As for the gift cards, [redacted] was given a $100 gift card last year from her son. She had spent a portion of it last year, and was here to use the rest of it this year - along with a new $100 gift card that she was given this year for Mothers Day. After making her purchases, she had used last year's gift card in full, and was handed back this year's gift card which she had only used a small portion of. After leaving the store, [redacted] called in stating she was given back the wrong gift card. Our phone associate, [redacted], asked her to read the gift card numbers and she could verify this over the phone for her. [redacted] stated she was driving and could not do this, and while inconvenient with all the construction, she would just turn around and come back. When she did, [redacted] assisted her and it was realized that [redacted] did indeed have the correct gift card so all was fine. At this point though, she decided she didn't want it anymore and asked [redacted] to credit her son back for it.At this point, [redacted] asked my secretary, [redacted], to call her after seeking advice from me as to what we could do. [redacted] apologized again to [redacted] for her not being happy with our staff and advised her that while we were unable to refund a gift card, she would be welcome to make a purchase on our website with it, or over the phone, or any other department where we have flowers, giftware etc. [redacted] stated she did not order online or on the phone so [redacted] suggested the next time she was in to spend the balance of her gift card we could have [redacted] help her since she seemed pleased with the way she was treated when working with her. [redacted] become offended that we suggested she needed personal service, which was not our intent, but to each person she has worked with up until then, she seemed unhappy with how they treated her.[redacted] was not accused of anything, my staff was doing their best to help her with her issues. While I do not refuse to speak to a customer, I am in and out every day and give direction to my secretary and staff as to how to handle various situations, and they provide me the feedback which we go over in a weekly meeting. I am sorry that [redacted] feels our quality is questionable, we actually hear quite the opposite from most of the customers who visit our store, because we pride ourselves on both our purchased and homegrown product.Moving forward, [redacted] has an active gift card with us for $98.83 that she is welcome to spend in whatever way she would like. This does not expire, and perhaps in the future she will give us another chance and find a gift that will be perfect to use up that balance with. Thank you for bringing your concerns to my attention and we hope to regain [redacted]'s confidence in the future.[redacted], co-owner Memorial Florists & Greenhouses Inc

Consumer

Response: