Though I thought I was calling a florist local to Biloxi, MS, my call was directed to "Flowers with Gifted Elegance" ("F.W.G.E."). My order was simple: a small bouquet with an orchid corsage for my mother to wear to church on Mother's Day. I asked if the order could definitely be delivered on Saturday, the day before Mother's Day, and was told "yes, I'll mark it for Sat. Delivery". I had also provided my phone numbers in case there was a problem with the delivery. I expected to be phoned if a problem occurred.
This particular order was important to me, and I explained this, as my parents had just moved back to their recently rebuilt home after losing everything to hurricane Katrina, and since I could not make it down there this year for Mother's Day, the corsage was important so I could feel like I was with her that day in church.
This morning, Wednesday, May 17th, my father received a phone call from the local florist stating that they had received the order from "Flowers with Gifted Elegance" this morning, and since it was so long after Mother's Day, the florist asked if they still wanted the delivery. My father called me in Georgia. This was the first notification that the order had not been fulfilled.
I called the Biloxi local florist who explained the situation, and I asked for the phone number for "F.W.G.E.", and was told that they could not give out the number without permission. This was a business number! The local folks said that they would call and get back to me.
Finally obtaining the phone number, I left work and went to the parking lot to use my cell phone. The woman who answered the phone knew exactly the situation when I provided my name and the intended recipient's name, quickly offered a 10% disount or an "upgrade on my next order". I asked "That's it? Jeez, I can't believe this". She accused me of yelling and cursing at her. I explained that I was in a parking lot, that I may be compensating for the fact that I could not hear her well, and that I would turn down the volume on my phone. While I was doing that, she transferred me to a voice mail system.
My calls immediately after that went unanswered until a man picked up, listened briefly, and said that he could not help me. I would have to leave a voice mail—I mentioned that several voice messages had been left by the local florist, who also left my phone numbers for them to contact me and told him the woman who was supposedly assisting me accused me of yelling and cursing and hung up.
I am well aware that this is a tactic used to avoid having to deal with customers' issues. I cancelled the order with the local florist and intend to get a refund, one way or another.
In summary, I do understand that some deadlines may not be met. But a business has a duty to contact a customer if the delivery date is altered. For the record, not once did the initial operator say anything to the effect that it may be delivered on a date later than expected. And I asked! I also reminded them that I had provided my phone numbers in the event I needed to make other arrangements.
I will make sure to ask in the future if any company I deal with has any relationship to "F.W.G.E.". And you can bet that I will spread the word! Unfortunately, this business is still in operation. I was amazed at the complaints viewed when a search was done on the internet. Consumers beware!
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