The Irish Rose Florist

This particular order was placed on our website at 4:p.mthe day before Valentines day at which time there was a disclaimer on our website not guaranteeing order placed so late for Valentines Day deliveryDespite the disclaimer we prioritize all website orders and were able to design a gorgeous flower arrangement and send it out for delivery at a.mValentines Day morningUnfortunately no one was home at the time of delivery (we later were told that the recipient had gone grocery shopping)Due to the nature of our business fresh flowers cannot be left outside in freezing temperatures, as was the condition that day and delivery drivers were instructed to return undelivered arrangement to the flower shop to be later sent out on a courtesy re-delivery routeOur re-delivery route was formed at the end of the day with all orders that needed re-deliveryIt was in the 5pm hour when I, the owner, personally was making phone calls to recipients that were not home upon first attempted delivery to confirm that they were now homeMr [redacted] was one of the recipients I spoke with and I understood that he was upsetI offered re-delivery that evening or the next morning at which he declined and wanted a refundI expressed my sincere apologies for his delivery not making it into the hands of his recipient as he expected however we did try our bestWe sent out a beautiful arrangement exactly as pictured on our website, on our first delivery route of the dayto the delivery location he requested It was unfortunate but our of our control that no one was home There was no need for me to refund Mr [redacted] as we upheld our end of the order but I did call him back immediately after gathering the facts from my delivery driver and website processing company (just minlater) and agreed to his request of a refund to make him happyWe are a family owned small business that takes great pride in our work and relationship with our customers and communityI did inform Mr [redacted] the only portion I couldn't refund was our delivery fee (as we did send our driver to his home in an attempt to deliver), an our website processing fee for a total of $ I was completely surprised to later find out that he proceeded to place a complaint with the Revdex.com after I felt I had taken care of his request for a refund when there was no valid reason I needed toMost customers are happy that we are willing to re-deliver to them and apologize to US that they were not there at first delivery attemptAs stated before, we do understand the frustration Mr [redacted] expressed and would like it to be known that we did attempt the delivery as ordered, and did honor his request to cancel the order other that the delivery and process feeCustomer service is very important to us

This particular order was placed on our website at 4:20 p.m. the day before Valentines day at which time there was a disclaimer on our website not guaranteeing order placed so late for Valentines Day delivery. Despite the disclaimer we prioritize all website orders and were able to design a gorgeous...

flower arrangement and send it out for delivery at 11 a.m. Valentines Day morning. Unfortunately no one was home at the time of delivery (we later were told that the recipient had gone grocery shopping). Due to the nature of our business fresh flowers cannot be left outside in freezing temperatures, as was the condition that day and delivery drivers were instructed to return undelivered arrangement to the flower shop to be later sent out on a courtesy re-delivery route. Our re-delivery route was formed at the end of the day with all orders that needed re-delivery. It was in the 5pm hour when I, the owner, personally was making phone calls to recipients that were not home upon first attempted delivery to confirm that they were now home. Mr. [redacted] was one of the recipients I spoke with and I understood that he was upset. I offered re-delivery that evening or the next morning at which he declined and wanted a refund. I expressed my sincere apologies for his delivery not making it into the hands of his recipient as he expected however we did try our best. We sent out a beautiful arrangement exactly as pictured on our website,  on our first delivery route of the day. to the delivery location he requested.  It was unfortunate but our of our control that no one was home.  There was no need for me to refund Mr. [redacted] as we upheld our end of the order but I did call him back immediately after gathering the facts from my delivery driver and website processing company  (just 30 min. later) and agreed to his request of a refund to make him happy. We are a family owned small business that takes great pride in our work and relationship with our customers and community. I did inform Mr. [redacted] the only portion I couldn't refund was our delivery fee (as we did send our driver to his home in an attempt to deliver), an our website processing fee for a total of $15.20.  I was completely surprised to  later find out that he proceeded to place a complaint with the Revdex.com after I felt I had taken care of his request for a refund when there was no valid reason I needed to. Most customers are happy that we are willing to re-deliver to them and apologize to US that they were not there at first delivery attempt. As stated before, we do understand the frustration Mr. [redacted] expressed and would like it to be known that we did attempt the delivery as ordered, and did honor his request to cancel the order other that the delivery and process fee. Customer service is very important to us.