I just put this review on yesterday and it has been put where it can't be read. I think it is important to have ALL reviews on the front page. Perhaps if the owner were to read a review like this and call the customer to try to make things right, the flippant and cavalier attitude with the "courtesy "sorry" would be forgotten. Shame on the behavior.
I contemplated on whether to write a review or not - mainly because I am on the fence of a 2-star or 3-star. In addition, I have had lovely arrangements sent from the shop in the past. My family has ordered through the blossom shop for years and the quality of their flowers is good. Recently, in trying to keep a theme going, I had my mother call to order an arrangement of WHITE CARNATIONS in a margarita glass, as I was short on time, for my future daughter-in-law. It was the perfect arrangement for the theme I was going for and having seen them online, was confident The Blossom Shop could do it. When ordering the arrangement, my mother also ordered an arrangement in a tea cup and requested fall colored flowers, giving the shop creative licence to create a charming arrangement. By the end of the phone call (I was told by the shop) that it was clear as to the color of the flowers for both arrangements was to be fall colors. They did not have a margarita vase in stock but had access to get one and proceeded to make a nice arrangement with COLORED flowers...not WHITE CARNATIONS. The arrangement was to resemble a margarita - this was to be done with WHITE CARNATIONS. Certainly a comedy of errors. I called the next morning to let the owner know what had happened. My daughter-in-law had a picture of the two arrangements right next to each other and the margarita arrangement looked nice but exactly like the tea cup arrangement. What an embarrassment to explain why there were straws in it and why they were so similar. Using their creative licence to change my mother's mind from the WHITE CARNATIONS didn't work. When paying so much for an arrangement, I would expect them to make it right, when I brought it to their attention. There was a reason for the WHITE CARNATIONS!. Yes, the flowers are nice. I didn't want a variety of flowers--I wanted WHITE CARNATIONS. I didn't mind paying over $60 for WHITE CARNATIONS. I was told they made a special trip for the glass, which I appreciate but I was not happy and now have to call 1-800-FLOWERS to ensure I get the arrangement with WHITE CARNATIONS. With as much money as I spend on flowers throughout the year, I am sad to say this shop didn't handle the problem with an unhappy customer right. The arrangement should be remade with WHITE CARNATIONS and all would be right. I believe it is important to make sure a customer is happy with the service, even if it is a simple misunderstanding or someone talking a customer out of what they wanted. Customer Service isn't just taking the customer's money and being done. Word of mouth works both ways and with today's social media, I think it is important to address a customers concern's no matter how right a business owner believes they are. I notice that with any negative comments the owner take no responsibility. Sure it is nice to hear about the flowers last year and in 2008 but with a wedding this year in my family I wouldn't want the owner to say it is not their fault they made different choices and that the bride "understood". Customer Service to keep clients coming back isn't created by not taking any responsibility just because you think something else would be better. If you made such a mistake or even if you didn't, do you think blaming the customer made it right? Bad publicity can be like wildfire. You should be a business that helsp the customer even if they were wrong. Trust me there will always be another reason for flowers and making a customer feel important enough, no matter the fault, and trying to make it right will keep them coming back. 1000 "Attaboys" can be ruined by one "Are you kidding me?" --Especially when you don't really know who that customer is.... read more