The Hen 'N The Ivy, LLC

We received the order for this via a wire service, i.e***, ***, flowers.We filled the order to value with lilies and did not see that roses were to be includedThe enclosure card read "Happy Birthday" so we substituted a "thinking of you" balloon, which we did not have, with a "Happy
Birthday" balloon, which is acceptable under the wire service guidelinesWhen we were notified by the wire service that we had omitted the roses, we agreed to send them out separately on Monday, which we didFive roses, which is what was called for in the order, were sent in a vase with greens and arrangedI have never spoken with the gentleman who ordered the flowers, he has only dealt with the wire service, not us directlyWe do not have any of the money he has paid as it is paid to the wire service, then they take their fees and send us the funds at the end of the following monthI am very sorry this has happened, but feel the control of this is totally out of my handsI CANNOT refund money I don't haveI did not offer the gift card, that was done again by the servicing companyIn the future, my advice would be to deal directly with the florist, not an intermediaryWhen mistakes are made we can then deal directly with our customer and are willing and able to honor anything that might have been done incorrectlyAgain my sincere apologies, but I hope this helps explain where we areThis complaint should not be logged against us, but against the service he placed the order throughThank you Bess D***