Flowers were ordered around 11:30 pm, Monday 7/25/11; confirmation received that the flowers would be delivered to Hogan’s Funeral Home, Highland Fall, NY 10928 the next day before the viewing which was at 2:00 pm.
Tuesday 7/26/11; I called in the late afternoon to find out why the flowers were not delivered as scheduled (FIRST DISAPPOINTMENT). I stated this was an embarrassment to the family and questioned why they had not been delivered. I spoke with a woman who apologized and said their computer systems were down and the local florist never got the order. She assured me they would be delivered to the funeral home the next day in the morning.
After speaking with my family who advised the flowers should now be delivered to the family’s home since no one would be at the funeral home anymore, I called back Customer Service to provide them with the proper family address. They told me the flowers would be delivered Wednesday, 7/27 no later than by 3 pm. The agent I spoke with was apologetic and offered to call a member of the family to express apologies for not delivering the flowers the prior day. However, that call was never received by the family! (SECOND DISAPPOINTMENT)
Wednesday, 7/27/11; At 4:05 pm I called Customer Service to find out why the flowers had not been delivered as planned by 3 pm and they told me they would be delivered. I asked to speak with a manager and was connected to Aaron Delon. I reviewed the details of the matter with him, and he said that the flowers were on the truck for delivery. Delon offered to call a member of the family and apologize, and he offered to call me back in one hour to discuss the matter further. He did neither! (THIRD AND FOURTH DISAPPOINTMENT)
At 6:45, I call Customer Service and was connected with a manager named Faith. I reviewed the details with her so would understand why I was calling to cancel the order because the flowers delivered so late after they were ordered for the funeral were no longer meaningful. She stated the flowers were delivered at 6:00. I told her that my order was placed with the understanding that they would be delivered for the funeral occasion, and I did not agree to such a late delivery. She said I was still responsible to pay for them. I asked her if I they delivered the flowers a year later, does she expect that I still pay for them. Faith said “YES”! She was relentless and insisted that I would have to pay for the flowers (FIFTH DISAPPOINTMENT). Finally, Faith actually said that if I wanted a refund, she would have to have the flowers picked up at the family’s house the next day! Can you believe that!? (SIXTH DISAPPOINTMENT)
Never in my life have I had an encounter a customer service person, no less a manager who is supposed to have the authority to please the customer, who has no interest in satisfy the customer or wanting to compensate the customer for their ill doing.
I work for a large company who orders flowers and other items for employee occasions, and have communicated to them, NEVER to order from “JustFlowers”. I have also contacted my credit card company and we will be disputing the charges.
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