So after 12 years of being a florist and dealing with the good and bad, I have actually now had my first bad experience as being a customer with another florist.
I ordered flowers for Valentines Day for my partner who lives interstate.
I ordered 10 stems of white oriental lilies with magnolia and monsteria arranged in a vase with an add on of 6 boxed macarons.
The girl went through the process of the card and delivery in a normal fashion.
She then asked where was a safe place to leave the flowers if no one was home, and I said it's a very unsafe area, please return to the shop and leave a calling card - to which she ok.
Valentines Day had past, and I hadn't heard any mention of my Valentines order to my partner. On the Saturday, I mentioned it and was told nothing had arrived.
I phoned the florist only to be told that it had been left at the door.
I then explained the story, and they said that being Valentines they cant return any deliveries to the store and that they don't even do calling cards - which is understandable, but my point was that I asked for something and I was told OK. If this was stated to me at the time of ordering - I would've made alternate arrangements.
Out of goodwill she said they would replace the flowers if someone went to collect them.
My partner collected the flowers on the Monday and sent me a pic. It was only 10 stems of lilies in a vase, no foliage, and the add on of macarons was included, but they charged me for them again.
Have just spoken to the boss today as she was away all week, and she said you have gotten far more than was necessary from our end as a gesture of goodwill.
I said it is not goodwill and that the entire order should've been replaced, which is what I would have done throughout any of the stores I have ever worked in. She said it was not her responsibility and not her fault the order was stolen.
I said I explicitly said not to be left - and she is saying it's my word against her employees word.
As a consumer - I find this behaviour totally unacceptable, but as a florist, I am shocked that she would speak to another florist like this and jeopardize future business. Knowing how we price things, she could've replaced the entire original order and still been in front.
I have been left very angry and upset by the whole process. read more