Sandy's Floral Gallery

Review: The following complaint is two-fold regarding Sandy’s Floral Gallery.

My first concern is that of what was ordered and paid for compared to what was delivered. I have attached a picture of what was delivered to my mother. What I paid for was the premium version of the “Sweet as Can Be” bouquet from Teleflora and in my initial email, I attached the picture that was on the Sandy’s Floral Gallery website as the basic, “as shown” arrangement. Even in the online description, carnations were mentioned as being part of the basic arrangement and none were included, indicating what was delivered to my mother did not even meet the standards of the “as shown arrangement.” Also, attached at the very bottom of this email is my order confirmation. This confirmation shows one price ($76.34) and stated that it includes delivery fee. A total of $79.34 was withdrawn from my account, without any notice being provided to me as the reason for the increase. As you will see in the below correspondence, I was eventually told that this was due to location of the recipient. After looking up delivery address and the location of the floral gallery, I discovered that there is 1.8 miles between the two locations. The suggestion for good faith effort at making the error correct by [redacted] was for the vase to be returned to the gallery to be refilled with what had been paid for or for the Gallery to send a loose bouquet of flowers to my mother. Interesting to note is that their website advertising that flowers are never delivered in a cardboard box so I’m only to assume they would be delivered in plastic rather than a vase. I explained, as you will again see in the attached correspondence, that Mother’s Day had passed and that if felt as though it would be slap in the face for myself or my mother to return the vase to be filled with what should have been delivered and would not repair the disappointment already experienced by my mother. My suggestion to remedy the issue was a refund of half my money. I felt this to be more than fair as I could have requested a full refund but understand that businesses need to make money.

My second concern surrounds customer service. I emailed Sandy’s Floral at the email provided on my confirmation and included my order number as instructed on that confirmation. I had no way of knowing that my email was not being read. I did send the same email several days in a row. In those emails I stated that I would contact Teleflora to let them know that their product is not being delivered as advertised and I did so. When Teleflora emailed me in response, which I have not attached but will be happy to provide if necessary, [redacted] indicated that she was advised the email was an old address that had not been checked. I was told something different by Ms. [redacted]- that the email was not read because it was marked as SPAM. I felt as though the tone of her response email was wrought with sarcasm and aggravation. To ensure that I was not the only one who picked up on these undertones, I had a co-worker of mine read it with the same feelings as to tone. I felt as though I was being reprimanded for contacting Teleflora and explained that in my response to her. Finally, when I told Ms. [redacted] I would contact the Revdex.com, her response was more than unprofessional and inappropriate. I made no demands of Ms. [redacted] but did state that expected half of my money refunded as an acceptable solution to the issues. I understand angry and rude customers as I also work in a customer service related industry. However, the final response received from Sandy’s Floral Gallery has been shocking. And, while I have no intentions of using Sandy’s Floral Gallery in the future, I would hate for any future customers to be treated in such a disrespectful manner.

Desired Settlement: A refund of half of my money

Business

Response:

As you have read I gave several options to Ms. [redacted] to try to make our error right by her. With the final result being a credit of $30.99, which was the difference in what was sent, and what was ordered. I immediately admitted the oversight and apologized whole heartedly. How she "read" my tone in an email, is not by any fault of my own. If she would have done as I suggested for her future complaints, called us when she didn't get an immediate response to her email, (That WAS sent to a spam folder that is set up to better serve my CSA's in weeding through just that...Spam.), she would have heard the sincerity just as I intended it. In regards to the Teleflora agent's answer for our lack of response...That conversation was not had as they are in no way involved with that specific order, which was also explained to Ms. [redacted]. The only transaction between myself and any Teleflora agent, was a courtesy call from them to inform me of the email, as well as encouraging me to inform the customer of the procedures, which was also interpreted to be reprimanding her??? My final email to her was on point. As a small business people try to treat us as if we are a large box store that can and has to answer to all of their demands. This, I do not. With all due respect, An initial response, apology or proposed resolution didn't HAVE to be given at all. In taking the time to do so, why would I do it in any sarcastic form, or try to "reprimand" anyone. Ridiculous accusations, and ultimately been a waste of my time. I have already lost money on this order, without the credit given due to time spent and aggravation. I do not and will not be degraded, accused of fraudulent activity, or have my business that I work very hard at and have for 20 years be demeaned by a customer who clearly had no intentions of anything but a resolution at the first sight of a innocent mistake. I understand complaints, I am, nor are any of my employees perfect, but I bust my butt everyday to make the best effort possible to avoid situations like this. On a major floral holiday when literally hundreds of orders are going out each day I can not help but be thankful that one minor mistake was made. It is unfortunate that this happened, As I have told the complainant, I wouldn't have done that for anything, but it did happen, and I made every effort to fix it with the suggestions of flowers being resent to her mother (and to reference her comment, we do a very stylish and elegant wrap bouquet....no cardboard or clear plastic wrap is used). As far as it being a "slap in her and her mother's face"...well, that should speak for the lack of willingness to work out the oversight in itself. I have at this point already wasted enough time on the matter. Customer service is of utmost importance in my shop and will remain to be. Some people just can't be pleased. And are quick to throw a red flag on another to try to effect their well being, as I am sure the complainant knows, the minor mistake was NOT in ill intent. I do not have time in my day or life to try to intentionally harm or embarrass her, or derail her initial idea of a floral gift for her mother. The fact that the issue has come to this level, amazes me, as a simple act of picking up a phone upon knowledge of the incident could have saved time on both ends (which some seem to have more than others) and gotten a direct result. As anyone in my position wuld become less eager to please someone that berates them with accusatory remarks. As they say you can catch more bees with honey than vinegar...well in my efforts to appease Ms. [redacted] I now have been stung. My resolution of the event will remain the same. With no more attention being given to this matter. I am a giving, well respected, and long standing member of this community and my reputation will stand on just that!!

Business

Response:

In addition as you can review our past history, our rating with the Revdex.com speaks for itself. Also, have in hand a letter from the Revdex.com with a complimentary message attached to a very impressed customer's letter to them on behalf of my personal customer service.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I was given two options and suggested a third option- to have half of the money spent refunded, not even a full refund. I never recieved an apology for having an additional $3 taken from my account without notification or my approval and I stand by the fact that this is stealing. It was explained to me that this was due to distance of delivery and I later discovered the distance is 1.8 miles resulting in a total delivery fee of $8. Furthermore, I have no way of knowing that what she refunded is the difference in what I recieved and what I purchased for my mother as I have nothing available to me for price comparison. The order confirmation recieved by me clearly states that if I had questions I could email them, and I did so at the email address provided on my confirmation. I like to have correspondence in writing so that everyone has documentation of the exchange and that is why I chose the method of email to inquire as to the issues as well as to include all necessary materials to explain my concerns (order confirmation and pictures). I emailed Teleflora and the Revdex.com rather than placing a phone call. It is simply my preferred means of doing business. As to the converstaion Ms. [redacted] had with Teleflora, I was not present for that, I simply included what was in Teleflora's email response to me in my report. Ms. [redacted]s final email to me appeared to be very rude and angry (I base this on her use of repeated exclamation points & question marks and use of capitalization & wording). As far as being berated, I feel as though I have been berated, demeaned and, again, reprimanded for the course of action I chose to take with this ordeal. It appears Ms. [redacted] continues to think of my corresondence as SPAM based on comments included in her response. I never attempted to treat Sandy's Floral Gallery as a "Big Box" store as she implies. I work for a small local business as my secondary job and understand the importance of reputation and pleasing the customer. However, that really is not the point. The first point is what I paid for was not what was delivered and I did not find her suggestions for resolving the issue acceptable and still do not. The other point is the ongoing issue of customer service and the terrible attitude recieved because of the methods I chose to handle the matter (email rather than a phone call) and my suggestion for resolution. I would have been sufficiently pleased with half of my money returned. I find it to be unacceptable customer service to for her to imply that I had no intentions of being and "just can't" be pleased, that I have too much time on my hands, and that my attempts to resolve the issue have actually cost her money. Also, if one has to point out that they are giving, well respected and a long standing member of the community, they probably are not as actions speak louder than words. Regards, [redacted]