Fairview Flower Shop, Inc. Complaint - Horrible Customer Service

Review by ashmc81 on 2007-12-13
DECATUR, GEORGIA -- On Friday, November 30, 2007, I contacted Fairveiw Flower Shop by phone to place an order for three floral arrangements: one casket cover and two standing sprays. These arrangements were to be delivered to A. S. Turner & Sons Funeral Home for my grandmother’s funeral service taking place on Sunday, December 2, 2007. Elizabeth Stewart (the owner of the shop) promised that the arrangements would be very nice, which I trusted. On the morning of the funeral service, my family noticed many flowers in one of the standing sprays were wilted. The casket cover and the other standing spray were fine. Other floral arrangements sitting next to the wilted standing spray were fine. On Monday, December 3, 2007, I spoke with Ms. Stewart over the phone and expressed our disappointment in the one wilted standing spray. I was amazed at the lack of customer service she displayed. She put blame on everyone and everything else – the funeral home, an air vent, the fact that she couldn’t deliver on Sunday, we should have ordered baskets instead of sprays, etc.

I would have thought in a market of great competition (now with discount florists online) she would be willing do something to try to make the situation better. She did not offer a discount, did not apologize and was rude over the phone.
Comments:1 Replies - Latest reply on 2007-12-13
Posted by runaway on 2007-12-13:
As an ex-florist, I fully agree that she should have given a discount on the wilted spray. However, her "excuses" are quite possibly true. Sprays have no water container for additional water like baskets, vases, and even casket covers do. If the spray is left out in a warmer spot, it may show signs of deterioration faster than other arrangements, depending on the type of bloom. They should have been misted and "replenished" before the services started and she should have told you when you ordered if a Sunday service would be an issue, but the funeral home should have also noticed and made a call or removed the bad flowers (a little re-arranging can hide a world of sins).

I also have to say, discount and internet florists are NOT the way to go; if you are happy with what you receive from them, consider yourself one of the lucky few.

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