I recently ordered a custom bouquet from Stem Floral located in Scripps Ranch to celebrate our 40th Wedding Anniversary. This was a very special occasion, and I spent over $100 hoping to receive an arrangement worthy of such an important milestone. In fact, I would have gladly spent more had I known the quality would match the occasion.
Unfortunately, I began noticing signs of deterioration the very afternoon I picked up the bouquet. A few flowers already appeared to be struggling, and within four days the arrangement had declined significantly. Concerned, I contacted Stem Floral.
My message:
"I'm concerned that the bouquet did not last. I picked them up on May 30th, and it's not looking too good after only 5 days."
Stem Floral's response:
"Sorry to hear you're concerned with your arrangement! Just from looking at the photos I can tell the water hasn't been changed and is very low, that can be one of the biggest issues with florals lasting. We suggest trimming your stems and changing your water every couple days to keep bacteria from growing and killing the flowers.
We never guarantee a lifespan of flowers but we do guarantee fresh flowers -- everything for your arrangement was bought the day before your pickup.
If you would like to bring it in I would be happy to replace the dying flowers and get it looking fresh again for you!"
I replied that the water had, in fact, been changed the day after pickup and that some flowers were already showing signs of decline on the first day.
After that, I never received another response.
To me, the flowers were simply not fresh. The suggestion that I load a large vase full of water and a rapidly dying bouquet into my car and drive it back to the shop was not a practical solution. More importantly, by that point roughly 80% of the arrangement would have needed replacement, something I seriously doubt would have happened.
What disappointed me most was not just the bouquet's short lifespan, but the lack of follow-up after I explained the situation. A special anniversary arrangement should bring joy, not frustration. When a customer raises a legitimate concern, they deserve more than a one-time response and then silence.
The lack of communication ultimately spoke louder than anything else. Based on my experience, I was left with the impression that customer satisfaction was not a priority. read more