November 12 I ordered a "Thank You" bouquet for my co-worker. The "Thank You" bouquet was to be a six roses mixed colors orange and yellow, the arrangement was to be in a gold vase with thank you on the front.instead, she received a lavender and white forget-me-nots and a lavender vase with thank you on the front. After the delivery I immediately contacted Floral Originals by Gregory Scotte. The representative that answered the phone told me that they were the answering service for Gregory Scotte and could send a email regarding my incorrect order. So the representative sent the email and advised me that a representative from Floral Original by Gregory Scotte would contact me back with a resolution. I never received a call. The next day November 13 the delivery person contacted the recipient desk phone and instructed her to bring the incorrect order (flowers) to the front of the lobby for pickup. The delivery person pick-up the incorrect flower order, however never replaced the flowers. So now, not only did the surprise of getting flowers were ruined but she didn't have any flowers at all. I could not believe that Floral Original by Gregory Scotte sent a delivery person to retrieve the flowers and, did not replaced them. I immediately called the customer service number back 1888-758-4141. This time around I got a representative on the line stating that she was appalled that the flowers were picked-up and there was not a replacement given. This representative went on to say she would request for a refund and I would be not be charged for the purchase. She stated I would receive a call from Gregory Scotte florist to confirm the course of action. Of course I never received a callback. The next day I checked my online banking statement to see that I was over-charged for my purchase. Yes, the flowers that the recipient did not have at all now! The cost of the purchase with tax was $49.47, however I was charged $59.47. I then called for the 3rd time to the customer service center. I explained what happened all over again and I was told that a email would be sent to Gregory Scotte florist and I would receive a callback.By this time this sounds oh so familiar right? Just as I expected I never received a callback. So I said well maybe that will refund me over the weekend. Wishful thinking I guess, today is November 19 and I still do not have a refund and still do not have the flowers, and still I was over-charged for this purchase. I called today for the 4th time and spoke with Susan. She stated to me that there is nothing they can do because the customer service number is only a answering service. They only send information via electronic feed or email to Gregory Scotte's florist and request for a callback. At this point I'm livid! I requested for a supervisor, Jeremy comes on the line. Jeremy is the supervisor of this so called answering service team of folk that don't know anything but how to compose emails. Jeremy tells me that he don't know what the protocol is when there is a issue and there isn't a direct number to contact Floral Original by Gregory Scotte. The only thing he could do was send a email. My question at this point is who takes accountability for this mess up? I've never in my life had this much push back for customer satisfaction. I now stuck with a charge and no product. I will never order through FTD or Floral Original by Gregory Scotte again! And I will sure pass on this experience so that other consumers will be well aware.
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