Country Elegance
2490 F Road # 12
Grand Junction, CO 81505
Contact:
Phone: (970) 255-0026
Complaint
Complaint Description - Posted 5-17
Ordered floral delivery through 1800flowers to be delivered to grandmother on 5/12 for mother's day. Florist had received an identical order from another family member clear across the country which was delivered on 5/11, the day I placed my order. Florist disregarded my order as a duplicate of the first without looking it over carefully.
No floral arrangement was delivered from my family to Grandma (Betty Campion). My mother in law phoned florist on 5/15 to inquire why flowers were not delivered. At that time florist phoned Betty (they got # from mother in law, it was not included on the order) and Betty went into the shop and chose something else in place of identical arrangement to the first. I phoned 1800 flowers and they refused refund stating that florist said Betty was happy.
I then phoned florist, who agreed to call 1800flowers and respond to me the following day (5/16). Florist also claimed that Betty called them and NEVER admitted to negligent act in not looking order over carefully. Only claimed to have "made a mistake" in not delivering on 5/12.
If so, then why were flowers not delivered on 5/13. Florist was negligent, ruined Mother's day surprise, and failed entirely to deliver service as promised. Replacement should have been provided at NO COST to me and 1800flowers should have been instructed to refund my money. Due to florist trying to cover their own negligence, 1800flowers will NOT REFUND MY MONEY. I now hold the florist fully responsible for reimbursement.
Resolution Sought
They need to refund the full amount I paid to 1800flowers of $37.48 as their claim of customer satisfaction has caused them to refuse my refund. I am the customer and am entirely dissatisfied with the service I received. Florist was negligent in not paying attention to my order. The plant Betty chose needs to be considered a gift from the florist herself for her mistake and not charged to me. Mother's day was ruined because of the florist negligence and compounded by her lies.
Company's Response
Initial Response - Posted 6-13
Company states they did make a mistake in the order locally, which had nothing to do with the order placed from across the country. The recipient did call them to inquire about the order and told them she did not want any more flowers would rather have a plant. She came into the store and chose the plant and was happy. The customer was very rude and demanded a refund and was told the recipient had already chosen the plant instead of flowers and was very happy.
Consumer's Rebuttal
Rebuttal - Posted 6-14
I was not rude, but if I'm going to be accused of it. I told the florist that I would prefer not to file a complaint if they would assist me in getting a refund. The florist agreed to call 1800 flowers and "get back to me". I never got that call. The florist was negligant and therefore fixing it should be their financial responsibility, I was charged for a service I did not receive.
Company's Final Response
Final Response - Posted 6-20
Company states they were not negligent. The recipient chose what she wanted that was of equal value and is sorry that the customer did not choose what recipient wanted but the value the customer paid for was received by the recipient. Company works for 1-800 flowers and cannot force them to refund anything. Customer did receive the value she paid for and there is nothing more they can do about it.
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KNITNUT
Bryan, Ohio
U.S.A.
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