December 15, 2014Dear ** ***,Thank you for your letter and inquiryNature's Gallery Florist values their customers and patrons and always puts its clientele's satisfaction as top priority and would be delighted to come to a satisfactory solution of this issue, *** ***
purchased an orchid garden right after Labor day weekendThe delivery was successfully made but the client asked for plants with larger blossomsThe item was picked up and a fresh orchid garden with large white phalaenopsis orchid plants was designed and delivered the following week(special orchids were order just for this job to ensure satisfaction)For over a month we did not have further contacts with the client who had express satisfaction on this second garden delivered, Please note that no charged were assessed for the extra labor nor for the extra delivery serviceAs daily practice we wanted to take care of our customers and therefore did not mind changing the item just because of the petal sizeLate in October **and *** *** came to the shop looking for a fresh orchid garden to be providedOur valued customers had purchased an orchid garden from us in the past and had loved it as it had lasted them over months (by their own statement)Orchids can be a great lasting plant, but as any other live product the care of it and the overall conditions define the lastingIn general we do not expect an average of months and never suggest that to any clientsWe use them for office interiors and change them on a monthly base, people keep them home and have them in bloom for months, some for few and some of our clients reported up to months in bloom, but we do consider those exceptionsWe do have a clear shop policy posted on the front counter stating that we do NOT offer replacements of purchased itemsIn particular for plants we guarantee our product at the time of purchase but cannot do much about it after the item has left the shop for more than hours and it has bc.cn out of our controlBeing a live item, a plant health can be jeopardized in matter of minutes (you can carry it outside in the winter time, expose it to dry air of a vent-cold or hot air would be both negative, overwatering or under watering can occur damaging the root system)So *** *** was very disappointed not to leave with a fresh garden again on the day of his visit, we did explain the above to him and his wife but he mentioned that the other garden had lasted so much longer and therefore this latter must have been defectiveWe did offer to prepare a new garden but at cost, which was not satisfactory as he had come expecting to receive a new fresh product for free*** *** and his wife are very nice people and in general very pleasant and reasonable so we found ourselves very surprised by the unusual behavior and extremism in this matterWe would welcome the opportunity to settle the matter but it seems as the client has his heart set on not paying for something he enjoyed for over a monthIf you should have any suggestion we would love to hear itPlease note that I am sending you along with this letter a copy of the original invoice, credit card receipt and delivery and second delivery sheet for date reference and accuracy.Respectfully,
Mohammad N
December 15, 2014Dear ** ***,Thank you for your letter and inquiryNature's Gallery Florist values their customers and patrons and always puts its clientele's satisfaction as top priority and would be delighted to come to a satisfactory solution of this issue, *** ***
purchased an orchid garden right after Labor day weekendThe delivery was successfully made but the client asked for plants with larger blossomsThe item was picked up and a fresh orchid garden with large white phalaenopsis orchid plants was designed and delivered the following week(special orchids were order just for this job to ensure satisfaction)For over a month we did not have further contacts with the client who had express satisfaction on this second garden delivered, Please note that no charged were assessed for the extra labor nor for the extra delivery serviceAs daily practice we wanted to take care of our customers and therefore did not mind changing the item just because of the petal sizeLate in October **and *** *** came to the shop looking for a fresh orchid garden to be providedOur valued customers had purchased an orchid garden from us in the past and had loved it as it had lasted them over months (by their own statement)Orchids can be a great lasting plant, but as any other live product the care of it and the overall conditions define the lastingIn general we do not expect an average of months and never suggest that to any clientsWe use them for office interiors and change them on a monthly base, people keep them home and have them in bloom for months, some for few and some of our clients reported up to months in bloom, but we do consider those exceptionsWe do have a clear shop policy posted on the front counter stating that we do NOT offer replacements of purchased itemsIn particular for plants we guarantee our product at the time of purchase but cannot do much about it after the item has left the shop for more than hours and it has bc.cn out of our controlBeing a live item, a plant health can be jeopardized in matter of minutes (you can carry it outside in the winter time, expose it to dry air of a vent-cold or hot air would be both negative, overwatering or under watering can occur damaging the root system)So *** *** was very disappointed not to leave with a fresh garden again on the day of his visit, we did explain the above to him and his wife but he mentioned that the other garden had lasted so much longer and therefore this latter must have been defectiveWe did offer to prepare a new garden but at cost, which was not satisfactory as he had come expecting to receive a new fresh product for free*** *** and his wife are very nice people and in general very pleasant and reasonable so we found ourselves very surprised by the unusual behavior and extremism in this matterWe would welcome the opportunity to settle the matter but it seems as the client has his heart set on not paying for something he enjoyed for over a monthIf you should have any suggestion we would love to hear itPlease note that I am sending you along with this letter a copy of the original invoice, credit card receipt and delivery and second delivery sheet for date reference and accuracy.Respectfully,
Mohammad N