Well let me first say that this place had the potential to receive a better rating than one star. One would think that after an order was completed there wouldn't be a need for further interaction with store employees. Read further for a nightmarish customer service story.
My wife and I used them for our wedding in June. The flowers were at a price that was more reasonable than other places. We agreed on the type of flowers and centerpieces without an issue and the flowers were nice. We gave our credit card information to an employee over the phone on the day of our wedding and believed that would be the end of it.
A few months after the wedding we received an email from an employee (Amy) stating that she had written our credit card number down, lost it, and charged someone else's card mistakenly. We get that mistakes happen and would have given our info a second time. However, Amy told us that we would have to pay her directly in cash or check. For us this was a red flag. Why wouldn't she just take a credit card? We were told that the owners docked her pay for the mistake and she paid out of her own pocket. For one, this is unheard of as a business practice and secondly, she spoke ill of the owners saying that if we paid the business directly they would be paid double and they would not reimburse her still. After a few more emails we repeatedly offered to pay with our credit card but she insisted that we pay her directly with cash or check until she basically said to forget it.
Fast forward a few months, Amy then sent an email with the invoice attached. Within the invoice was a message saying to call us with our credit card information then asking how we could overlook this and *SHE* needs to get paid. We're not sure what happened that a credit card was now acceptable but who in their right mind would give their credit card info over the phone after it was the cause of this whole fiasco. I then went in a few days later to settle the payment.
I went in on a Saturday and met Amy to give her my card and explained to her why we wouldn't give it over the phone. As she pulled up the invoice I could see that my wife's credit card information was in the system! Her name, last 4, and expiration date were there. How and why was that not seen prior? Anyhow, I thought that would be the end of it.
The following Monday, I received an alert from Visa stating that my card was processed a second time by Flowerland for an amount that was different from what was charged on Saturday. My wife immediately called and spoke with some man named Gary who claimed to be the manager. The way that Gary spoke to my wife was completely unacceptable. He made accusations of her relying on mommy and daddy to pay for things since we thought they had paid for the flowers to surprise us as there weren't any charges on our credit card statement. Gary then said that we're not good human beings because we didn't check the last four numbers of the credit card, which would have caught their mistake and subsequent actions. Gary then stated that the original credit card had not gone though and even went as far as texting a picture of all credit card transactions with mine clearly stating "swiped" and "purchase" with no issues. Additionally, the picture had every customer's first and last four credit card digits with expiration dates as well as amounts of transactions. I don't think any manager should divulge that information to anyone, especially via text.
The fact that a manager would make inflammatory accusations and say we're not good human beings is just off putting. Gary had requested the charge be reversed (and it was) but I am left wondering why it was processed a second time without my authorization? This contradicts what my wife was told on the phone as to why her stored credit card info wasn't processed over the 6+ months since initial attempted payment; they can't process credit cards without authorization. Clearly in this case I didn't authorize a second charge.
Altogether our experience took a turn for the worse and ultimately became one of the worst experiences we've had with any business. Be very weary about using them and be sure to monitor your form of payment. It seems like they were trying to pull a fast one here and fortunately I caught it before it went any further. read more