Here is a study in what NOT to do with customers, if you plan on keeping them. I did business with Josey's Poseys in the past and was fairly satisfied with the flowers in the past. However, the last time I used them, three years ago on Mother's Day for my mom, I spent about $87 on a bouquet that I purchased online. That cost included extra flowers to make it more full/pouffy. The flowers in the on-line bouquet were lovely: irises, etc. I also requested delivery of the flowers to her home, which is right on the same street.
Mother's Day came, and by late afternoon, I was concerned because no flowers were delivered to her. So I called my son and asked him to pick them up and bring them to her. He went down to get them and found out they had just left to deliver them, after 4 pm. (I mistakenly thought that he had picked them up, but he corrected me on this point.)
The flowers they provided were nothing like those shown online; they were mostly cheap daisies, and the bouquet wasn't large/extra pouffy. Needless to say, I wasn't happy with the service and have not used them again.
So, after posting a similar review a few days ago on Google, a man from their store called me (Google gives out your full name,) saying the store had no record of a sale of around that amount in my name, and my last purchase from them was 5 years ago at about $50. He then argued on about how it never happened at this store, then demanded a credit card receipt as proof that I made the purchase! Well sorry, Charlie, but I don't keep them that long. (After I thought about it later, I may have had my son pay and I paid him back, as I often do.)
Frankly, I was quite taken aback by the nerve of the store worker to call me up and not even start the conversation with an, "I'm sorry you weren't happy with your purchase/service," but instead tell me again and again that it never happened at that store.
And, no doubt, I would have been satisfied with the simple apology I outlined above and would have made note of such an apology on my review, HAD IT OCCURED. But NOPE, no apology was ever offered. In fact, after he demanded the credit card receipt, I told him, " If your store had spent half as long on the bouquet and service on Mother's Day as you have spent on the phone with me today, this never would have happened!"
After all, it's unpleasant to wait and wait for delivery service until after 4 pm on Mother's Day, and hear nothing, although you paid for the service. (Four o'clock isn't late for younger people but it's late for elders who eat at 4 and go to bed shortly after 6 or 7 pm.) It's also very disappointing to receive poor flower substitution, using cheap flowers, for the money you paid for good flowers, and very poor customer service skills in calling up reviewers and dogging them about a bad review while insinuating that the customer is lying.
Good grief, get it together and treat ALL of your customers well, not just some of them. And for goodness sake, DO NOT call them up and argue with them about what happened! Instead, start right off by offering an apology and telling them that you hope they give your shop another shot to show them how well the shop performs. And then PERFORM WELL, using quality flowers for expensive bouquets!
PS: No more calls, please. read more
