On May 22nd I placed an order with Susan Ketchum at www.csilkc.com for my ceremony flowers. I had planned to order my reception flowers from her as well after seeing how my ceremony flowers came out, but never got the chance.
Susan's website states that all customers will receive a floral consultation by phone on a Wednesday within 2 weeks. After the second Wednesday, I had heard nothing, so I emailed. She claimed an email was sent to all of her clients stating she was pushing the calls back to Thursday of that week. I had never received an email stating any such thing, but ok. I had already sat at home waiting on her call for two days, I could not do so again. So she finally called me on the Third Wednesday after placing my order, around 6 P.M. During this call, Susan and I discussed what I wanted, and she told me she would have photos in my email for me to approve by June 22nd.
On June 23rd, I had gotten no emails from Susan. So I emailed her asking what was going on. She told me that she had gotten a FEW DAYS behind and would get me the pictures as soon as possible. I thanked her and let it go. I sent her an email a week later on June 29th, very polite, just asking how she was coming on the flowers. No response at all. I sent another email on July 3rd, still polite but letting her know that I needed to see some results soon or would be going elsewhere. I received an automated response saying she was closed from late on the 3rd until the morning of the 7th. Hmm I sent the email before the time she said she was closing, but ok.
On July 7th I finally received a response that appeared to be a mass email but was sent only to me, stating that she had been away on vacation (if you're behind in your business and in your busiest season, why in the world would you go on vacation?!!), that her computer system had crashed (yet I got the automated email?), that she had shipped all of her orders for July weddings, was currently working on August weddings, etc. No mention whatsoever of when I would see photos or receive MY flowers.
Now her website promises delivery within 4-6 weeks of the order being placed. I am not willing to spend the last few weeks leading up to my wedding stressing over whether I am going to have flowers or not. At this time I would not have time to order reception flowers from Susan if I had wanted to either. So I gave up on Susan since she is already passed her own deadlines for my flowers. Now her website says that she will only give refunds in store credits, and will not refund shipping charges at all. I feel like she has done nothing with my order except take my money, so there is no reason for her to keep any of it. I filed a chargeback on my credit card, and received ALL of my money back on July 24th, 8 weeks after placing my order, and two additional weeks of hearing absolutely nothing from Susan.
My advice for anyone planning to order from Susan is to order well in advance and give her a fake wedding date well before your actual date so that you will know for sure if you will have flowers or not!
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