Wellington Orthopaedic & Sports Medicine

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on Four is the correct number of employees with whom I interacted with, but only one was rudeI mentioned the gardenia from the year prior because she made me feel like I was attempting to take advantage of your business by offering to take two clematis if they reduced the price rather than untangle themI told her why I did not bring it in for return at an already reduced price of 50%I heard accusations of making up the story by her telling me that you receive plants all over the world that they keep in the "back"These were outside in the frontI heard that it is hard to keep up with themI understand thatWhat is difficult to fathom is the comment by your secretary that I could not get along with anyone except one personIf I had come to the business assaultive or aggressive, then your reactions would have been understandable Unfortunately, this does remind me of a schoolyard fight I simply expressed my concernsI did not demand, but stated them You put in bold letters the statement on the back of your cardI can readShould I put in bold letters, Treat the customer with respect? If the customer was valued, then your secretary and/or you would have said directly to that customer that you valued patronage at your storeBut why would you since you already have the money from the gift card Nor did you personally contact meI am a busy health care professional and have done this for patients and clients several timesI value them and their healthYes, it is not exactly the sameIf I disagree with them, I certainly do not call them and state that we need to put them with a certain person because they didn't get along with most employeesSo you can show me, don't refund the cardBut you lose customersI asked my son and those who know I like plants not to purchase any gift cards for me from your storeSo next year don't expect another $purchase at any of your storesI'll be visiting local competitors and mail order companiesStrange, I have not had any problem getting along with themWhy just Memorial Gardens? Regards, [redacted]

I have read ***'s reply and am sorry if she feels there were inaccuracies, I do know she interacted with at least different employees here regarding this incident After the original complaint I spoke to all of them and my version was what those staff members seemed to recall of the conversation(s) Is it possible something was misunderstood along the way - absolutely There was not an accusation that she "could not get along with anyone else", but rather it was understood she was unhappy with more than one issue on her visit(s) and we were simply trying to assist in avoiding that on a future occasion by offering personal service I consider this customer service!At any rate, this issue is not about a "schoolyard fight" with me or any of our staff It most simply comes down to the fact that a gift card was purchased as a gift for *** It is hers to use however she wishes and is not refundable If it helps, I have quoted the back of our gift card:"Present at any Memorial Florists & Greenhouses location for the purchase of goods or services Treat this card like cash Lost or stolen cards will not be replaced This card does not expire and no dormancy fees will be charged The value on this card may not be redeemed for cash, check or credit, unless required by law This card is not a debit or credit card and has no implied warranties."Again, I hope [redacted] will be able to overlook the one staff member she had issues with and find some items that will complete her purchase with the gift card We have locations that can be visited or an order can be called in over the phone or placed on our website Thank You, [redacted] , co-owner Memorial Florists

I have read the complaint and followed up with our staff involved, and extend my apologies that *** had an unsatisfactory experience at our store.Responding to the complaints addressed and based on my understanding of what happened, I was told that *** was in our garden center shopping, and asked
about a clematis plant that was intertwined with another. As she and/or our sales associate, ***, were trying to undo the plants, *** stated she would take both if she were given a discounted price. *** said she was not authorized to give an additional discount but she would check with the garden center team leader, ***. I understand *** was looking around at other plants and *** approached her asking her what she needed. *** talked about the clematis with her and told her they were already discounted 20% so that would be the final price. She did not in any way tell her "not to ask for anything else"In reference to the gardenia plant from last year, we do not knowingly sell a disease-infected (scale as *** stated) plant, we would instead throw it out. Typically a plant sold as is on clearance at 50% off is a plant whose blooms may be done for the time being or it is the end of the season. With that said, if we are called or asked advice on care for these plants (clearance or not) we most certainly assist our customer, but anything on clearance is not guaranteed. As far as the overheard negative issue between a worker & customer, I do not have enough information to know what was going on at that time I am however very confidant that our staff does their best to treat people in a respectful and helpful manner. I am so sorry if this was not what *** experienced.As for the gift cards, *** was given a $gift card last year from her son. She had spent a portion of it last year, and was here to use the rest of it this year - along with a new $gift card that she was given this year for Mothers Day. After making her purchases, she had used last year's gift card in full, and was handed back this year's gift card which she had only used a small portion of. After leaving the store, *** called in stating she was given back the wrong gift card. Our phone associate, ***, asked her to read the gift card numbers and she could verify this over the phone for her. *** stated she was driving and could not do this, and while inconvenient with all the construction, she would just turn around and come back. When she did, *** assisted her and it was realized that *** did indeed have the correct gift card so all was fine. At this point though, she decided she didn't want it anymore and asked *** to credit her son back for it.At this point, *** asked my secretary, ***, to call her after seeking advice from me as to what we could do. *** apologized again to *** for her not being happy with our staff and advised her that while we were unable to refund a gift card, she would be welcome to make a purchase on our website with it, or over the phone, or any other department where we have flowers, giftware etc. *** stated she did not order online or on the phone so *** suggested the next time she was in to spend the balance of her gift card we could have *** help her since she seemed pleased with the way she was treated when working with her. *** become offended that we suggested she needed personal service, which was not our intent, but to each person she has worked with up until then, she seemed unhappy with how they treated her.*** was not accused of anything, my staff was doing their best to help her with her issues. While I do not refuse to speak to a customer, I am in and out every day and give direction to my secretary and staff as to how to handle various situations, and they provide me the feedback which we go over in a weekly meeting. I am sorry that *** feels our quality is questionable, we actually hear quite the opposite from most of the customers who visit our store, because we pride ourselves on both our purchased and homegrown product.Moving forward, *** has an active gift card with us for $that she is welcome to spend in whatever way she would like. This does not expire, and perhaps in the future she will give us another chance and find a gift that will be perfect to use up that balance with. Thank you for bringing your concerns to my attention and we hope to regain ***'s confidence in the future.*** *** ***, co-owner Memorial Florists & Greenhouses Inc

I have read [redacted]'s reply and am sorry if she feels there were inaccuracies, I do know she interacted with at least 4 different employees here regarding this incident.  After the original complaint I spoke to all of them and my version was what those staff members seemed to recall of the conversation(s).  Is it possible something was misunderstood along the way - absolutely.   There was not an accusation that she "could not get along with anyone else", but rather it was understood she was unhappy with more than one issue on her visit(s) and we were simply trying to assist in avoiding that on a future occasion by offering personal service.  I consider this customer service!At any rate, this issue is not about a "schoolyard fight" with me or any of our staff.  It most simply comes down to the fact that a gift card was purchased as a gift for [redacted].  It is hers to use however she wishes and is not refundable.  If it helps, I have quoted the back of our gift card:"Present at any Memorial Florists & Greenhouses location for the purchase of goods or services.  Treat this card like cash.  Lost or stolen cards will not be replaced.  This card does not expire and no dormancy fees will be charged.  The value on this card may not be redeemed for cash, check or credit, unless required by law.  This card is not a debit or credit card and has no implied warranties."Again, I hope [redacted] will be able to overlook the one staff member she had issues with and find some items that will complete her purchase with the gift card.  We have 3 locations that can be visited or an order can be called in over the phone or placed on our website.  Thank You,[redacted], co-owner Memorial Florists

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on Four is the correct number of employees with whom I interacted with, but only one was rude. I mentioned the gardenia from the year prior because she made me feel like I was attempting to take advantage of your business by offering to take two clematis if they reduced the price rather than untangle them. I told her why I did not bring it in for return at an already reduced price of 50%. I heard accusations of making up the story by her telling me that you receive plants all over the world that they keep in the "back". These were outside in the front. I heard that it is hard to keep up with them. I understand that. What is difficult to fathom is the comment by your secretary that I could not get along with anyone except one person. If I had come to the business assaultive or aggressive, then your reactions would have been understandable.  Unfortunately, this does remind me of a schoolyard fight.  I simply expressed my concerns. I did not demand, but stated them.  You put in bold letters the statement on the back of your card. I can read. Should I put in bold letters, Treat the customer with respect? If the customer was valued, then your secretary and/or you would have said directly to that customer that you valued patronage at your store. But why would you since you already have the money from the gift card.  Nor did you personally contact me. I am a busy health care professional and have done this for patients and clients several times. I value them and their health. Yes, it is not exactly the same. If I disagree with them, I certainly do not call them and state that we need to put them with a certain person because they didn't get along with most employees. So you can show me, don't refund the card. But you lose customers. I asked my son and those who know I like plants not to purchase any gift cards for me from your store. So next year don't expect another $100 purchase at any of your stores. I'll be visiting local competitors and mail order companies. Strange, I have not had any problem getting along with them. Why just Memorial Gardens?
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The owner's response is not accurate. There was one staff member with whom I felt was rude the day of the service, and that was the team leader who approached me in the greenhouse, apparently [redacted].  [redacted], a cashier, was only involved in answering my question about clematis and rang up the sale. She did not help me untangle clematis. She did say the they cut them back daily. I disagree. They were badly tangled and that does not happen with daily clipping.  I did end up untangling one and bought it. So the request for a reduced rate is immaterial. This is common practice at several nurseries to avoid the extra cost in labor to care for the plants. I offered, not insisted or demand for a reduced rate. She did comment that she did nothing wrong. I agree. I believe that ascertaining the value on a gift card was valid. I live 25 miles away and I wanted to avoid another conflict at the next visit if the value was not right and the cards were accidentally mixed up. This could occur at any business. The only other staff member before I spoke to [redacted] was a man who took me to her office to view the gift card. If there was a problem with him, I am unaware. He asked my opinion about the changing weather we had been experiencing and I I responded that I had hopes of improved temperatures. However, when [redacted], a secretary called the next day and stated that I could not get along with anyone except for [redacted], I was offended and appalled at the comment because that is not true. She also said while she did not hear the incident, she believed the employees and that it seemed that I was not able  to get along with anyone except a [redacted], the woman who reviewed the gift card. That is when she said that I should come in and they would " assign [redacted] to wait on me since I could not get along with anyone else".  I told her that I did not request nor want personal service.It appears the issue was reduced to the equivalent of  a schoolyard fight by Memorial Garden's owner, which is unfortunate. I brought up a concern to the business, which festered, quite simply, and was distorted. This should be a customer oriented business. My employees know that rudeness to a customer is unacceptable resulting in dismissal. How comfortable would a customer be with returning to a business after being accused of "not getting along with anyone except for one employee"?My request is as stands. I would appreciate the return of the balance to my son. 
Regards,
[redacted]