In dealing with 9/11 remembrance....
Flores y Servicio Not living up to their own biz moto of "satisfaction guaranteed" and good customer service (22 years doing biz with Flowers & Service; both failed)
While we are so pleased with the flower variety, ability to serve the large corp accounts, deliveries, regular usual customers and the ad hoc walk-in occasional customer, Flores and Servicio ( That's FLOWERS & SERVICE) simply dropped the ball on 9/11/2021.
-- She abruptly proceeded to go - Her Only Way - and removed 4 roses from the newly acquired dozen. Oh My Lord... how low... no class... embarrassing... the nerves... so sad --
So... A simple matter that was already resolved over the phone, ON THE SAME DAY (9/10/21) a dozen roses were purchased, a call was made back to the store, located at Calle Del Parque, San Juan, PR, to bring to their attention a concern, again, after acquiring a dozen roses from them.
Unfortunately, upon unwrapping the roses at mom's, rose's petals were showing obvious distress (they all came wrapped-in a - carton like - protector, as they arrive to them, which seemed to have been placed under some heavy weight, making them somewhat flat and squeezed). As I engaged my mother into being part of "hand on therapy", to be part of the process of cutting the stems, refreshing the vase water they arrived in (we always go to get flowers with a vase in the car, to ensure proper handling, transport and the unexpected events). It was then we decided to stop and call the store for advice.
The customer service person, representing Flores & Servicio on the call, Claudia, was very empathic and understanding of the issue at hand. She suggested not to send the pictures taken via email, but to instead bring them back from replacement (clearly the next day).
We kindly asked if it was possible to keep a few of the ones that were kind of okay - 4 in total - to keep mom, suffering from Alzheimer's, happy. Claudia nicely understood and agreed ... on to 9/11 we went...
After almost 22 years of doing business with Flores & Servicio (mostly delivery orders placed from Miami, Detroit & Boston for our families and friends in Puerto Rico), for the first time we were hit with a slap in the face (mentally painful)... embarrassed in front of other customers, by the lack of customer service awareness, attention to details, handling of a simple matter already resolved over the phone, and the kindness someone would expect from any business. Bullied at the store.... Especially at FLOWERS AND SERVICE... such an amazing place to be at, for your delicate, beautiful flowers - in a relaxing environment...
We are very sad as to how poorly this matter was handled, once at the San Juan Store, by the attendant at the cashier. Who, we must say, she has always been attentive to the cashier /checkout handling...
Instead of apologizing and backing up Flowers & Service satisfaction guarantee, as noted on their website, https://floresyservicios.com/ we were brutally given a class, a lecture on how to handle roses - yes, the whole store was listening to the - not needed - "How To Roses'' ... almost at 60, and more than 40 years handling plants and flowers, she simply refused to acknowledge the previous phone call and agreement of leaving a few for my ill mother.
She abruptly proceeded to go - Her Only Way - and removed 4 roses from the newly acquired dozen. Oh My Lord... how low... no class... embarrassing... the nerves... so sad
How rude and definitely no classy... extremely unnecessary to have gone to the store, for such an awful experience... simply no words at the moment, except, leaving saying - Unbelievable.... she basically wanted me to go back to mom's place AND retrieve those other 4 roses. With all the proof at hand, several pictures shown... horrible 9/11 experience ... Shameless
Not sure this truly represents Flowers & Service biz... and for that, we will continue to support this local business.
Note: Before posting this review, Flores y Servicio was emailed a rough-draft of this posting, with my email address, et al. No response ... therefore, review of service NOT received, needed to be posted. We do get one can get a bad bunch of flowers... So fine, not the best flowers this time... that's okay, let's go for the service they provide ...
Wow, the bad roses were not as bad as the service provided. Flowers & Service
Mom is happy with the new 8 flowers, which, BTW, stems are healthy and thick. Beautiful... 2 days later, 9/12, the 4 kept were dead. Pictures speak for themselves...
Onward we go... we will not be deterred by one person's not so good day ... we are all humans... duly noted. More flowers and service to come from Flores & Servicio
Hopefully 5 stars next time
Blessings & Health ~ read more