I am the last person to leave a negative review or make a formal complaint about a business. In…read morefact, I have never felt compelled to leave a negative review before. I understand that mistakes happen and businesses have difficult days. However, the way this situation was handled from beginning to end was unacceptable, and I believe Edible Arrangements corporate should be made aware of what occurred.
My wife had just given birth to our baby, and because she enjoys Edible Arrangements, I wanted to surprise her with a nice fruit arrangement while we were at the hospital. The hospital is approximately five minutes from this location.
I went into the store at approximately 11:00 a.m. From the beginning, the cashier was rude and unwelcoming. There was no greeting, and her demeanor made me feel as though I was inconveniencing her simply by being there.
I asked whether there were any arrangements already prepared that I could purchase and carry out. She appeared bothered by my question and abruptly told me, "NO!"
I then showed her a picture of the arrangement I wanted, which was one of the more expensive arrangements offered. My total was $157.20. I was told it would take at least two hours to prepare.
Because my wife had just given birth and I wanted to return to her and our newborn rather than wait two or more hours, I paid an additional delivery charge to have the arrangement delivered to the hospital, which, again, is only approximately five minutes away.
The arrangement never arrived as expected.
At approximately 1:45 p.m., I called the store to inquire about the order. The employee answered with the same unpleasant attitude and told me that the arrangement had already been dropped off.
I immediately went to the hospital's main lobby. There was no arrangement there.
I called the store again and provided the precise address and location. After several phone calls back and forth, I was eventually told that the Uber driver had dropped the arrangement off at the medical center instead.
I then personally went to the medical center to search for it. There was no arrangement there either, and I confirmed that nothing had been left for me.
At approximately 4:12 p.m., more than five hours after I initially placed my order, I received a phone call from Sherbee Gomez, who identified herself to me as an owner/co-owner of this location. She informed me that she would personally bring another arrangement.
At approximately 4:30-4:40 p.m., Ms. Gomez arrived with the replacement arrangement.
After everything that had occurred, I expected at minimum a sincere apology and acknowledgment of the inconvenience.
Instead, after handing me the arrangement, Ms. Gomez pulled out her cell phone and took a photograph of me holding it. She then made a comment along the lines of making sure "this one doesn't get lost."
I found this extremely insulting and unprofessional.
After I had spent hours calling the store, walking between buildings, and trying to locate an arrangement for which I had paid more than $150, the comment made me feel as though I was somehow being blamed or suspected of having received the original arrangement.
I never received a genuine apology from the cashier or from Ms. Gomez.
To make the experience even more disappointing, once we finally received the arrangement, the fruit itself did not taste as fresh or as good as we have come to expect from Edible Arrangements, particularly considering the $157.20 price and everything we had gone through to receive it.
I have purchased from Edible Arrangements many times in the past. I live in the south suburbs and was only in this area because my wife had just given birth at the hospital. What was supposed to be a thoughtful surprise for her during one of the happiest moments of our lives turned into hours of unnecessary stress.
I completely understand that delivery mistakes happen. An Uber driver can go to the wrong building. An order can be delayed. Had that been the extent of the problem, I would not be writing this complaint.
My concern is how I was treated after the problem occurred.
A simple apology, kindness, and genuine effort to resolve the situation would have gone a long way. Instead, I experienced an unpleasant attitude from the beginning, spent hours trying to locate a missing order, was made to feel as though I might somehow be responsible for it being missing, and never received an apology.
Again, ai hope this helps someone else from making the same mistake I only blame myself the red flags were there from the beginning and I should've reviewed the store first.
