Underwood Flowers and Gifts

This letter is in response to the above referenced complaintBelow is an explanation of events, also enclosed is the supporting documentation
On March 21, we were contacted by phone by the complainant, *** ***, for a floral arrangement for around her father’s urnAn email was
sent the same day with a pictured attachment of the urn with instructions to “do our most creative ideas”On March 24, we responded to her email with pictures of the flowers for her approval to use in the arrangementMs*** enthusiastically replied her satisfaction with the flower selection and said it is “perfect”On Tuesday, March 25, we emailed Ms*** a pictured attachment of the arrangement for her approval with the price of the arrangement of $We also indicated that we had no service details and to please contact us with that informationWe received a reply email from Ms*** that evening with the service details for her deceased father and advised us that she was not satisfied with the floral arrangement and that she “expected more & nicer for the price” and gave her phone number to callOn the morning of March 26, our designer called Ms*** and it was agreed to add more flowers and it was explained to her at that time that we would be delivering the floral arrangement to ***’s with instructions on the card that the flowers were to be placed by the urnIt was also explained that we do not and are not in charge of placement of the flowers in the funeral homeThat evening an email was sent to us from Ms*** indicating that flowers were not placed where she wanted them and was upsetWe called Ms*** on the morning of March 27, and explained that we had delivered the flowers as we normally do with instructions on the card of where the arrangement was to be placedWe also explained that we do not and are not responsible for the placement of the arrangementWe also followed up with an email expressing our sympathy for the difficult time of her loss and reiterated our procedure of the delivery of flowers to the funeral homeOn March 27, we were carbon copied in a reply email to Ms*** from ***’s Funeral Home stating that they had received the flower arrangement from us and that they placed them in the chapel for the service and that they did not place them on the table with the urn because they did not open the card prior to the serviceThey apologized for the fact that the arrangement was not on the table and that they were unaware of the where they were to be placedOn March 31, we received another email from ***’s from Ms*** to ***’s with us carbon copied inMs*** had explained her contact with *** at ***’s and that they “didn’t see our instruction” for the placement of flowersShe further explains that her contract was with us and that she felt entitled to at least half refundWhen we deliver flowers to either funeral home we do not place the flowers for the service that is done solely by the funeral home, we simply deliver them to the designated area (the back of the funeral home) in an enclosed area and leaveOur contract was to arrange and deliver the flowers, which was doneWe don’t feel that we owe a refund as we did what we were agreed uponFurther, why didn’t she say something to ***’s at the service?
Our email address is ***@live.com Thank you for your assistance in regards to this matter
Sincerely,
*** ***
*** ***/Manager