This letter was sent to goflorist.com, personally I will not patronize their business again and recommend you do so at your own peril.
From: Gregurich, Michelle Eve
Sent: Friday, January 25,2013 1:50 PM
To: *******@aylasoft.com; *******@aim.com
Subject: Missing flowers, terrible customer service
To whom it may concern,
I am writing to inform you of a gross negligence by your company goflorist.com. I placed an order in good faith on the 6th of January for a grapevine wreath with fresh cut flowers and a sympathy banner from all the grandchildren and great grandchildren of my husbands late grandmother. It was scheduled for delivery on January 16th, the date of her viewing. The following day was the graveside service.
I checked upon our arrival for the arrangement, and found it had not been delivered. As the services were at 9:00am the following morning there was no way to receive flowers that evening. My family was deeply disappointed and ashamed to have nothing to leave with their grandmother honoring this great woman's memory.
I began calling and inquiring about why nothing was ever delivered and in my pain and anger, I am sure I was not the friendliest customer. Be that as it may I inappropriate in my questions, and I expected to be spoken to with understanding and kindness. Instead, the girls that answered the phone were not only curt, but rude and patronizing. When I asked to be spoken to without the sarcasm or rude tone I was hung up on several times. Then I spoke with a very nice woman who said she knew the man who was handling my order and sat next to him, she assured me someone would call me back. Finally I spoke with a gentlemen by the name of Fidel, he told me he was the handler of my original order. He assured me he was researching the problem and would return my call as soon as he spoke to the local florist who was supposed to handle the arrangement, but the were closed and so I would have to wait for my answers. This was at 3:00pm.
At this point I was tried of trying to depend solely on your employees so I took matters into my own hands and contacted the funeral home. We have buried over 10 family members between my husband and I with them as are confident of their honesty and integrity. They informed me that the flowers I ordered were delivered on the 9th of January and they called the florist to have them returned as it was the week prior to the service, they expected the florist to contact the purchaser, and rightly so. Just to be clear, I was never contacted, not by email, text or phone call. They also reported that the local flower shop picked up the arrangement the next day. I requested the name of this shop and was told it was called Pretty Petals.
I then looked up the shop online and noticed that their hours state they are open until 6:00pm. I then proceeded to telephone the shop and spoke to Maria who as it happened handled my order. She was given a phone order with no other confirming information as to the funeral except her code for payment. She was told to deliver the order on the 9th by a representative of goflorist.com.
When Fidel called me back the next day with claims that he had no more information and couldn't find out anything from either the local florist or funeral home, I confronted him with the information I obtained in less than 30 minutes, in two phone calls. He again made excuses that it was not the fault of your company. He offered no resolution, and no refund of the $182 I paid for the flowers.
This was a very difficult time for our family and it was compounded by your company's negligence, your employee's refusal to neither help, or take responsibility for said negligence and their overall poor attitudes and lack of empathy for people grieving. Not only will I never use this service again I am forwarding my story to every possible florist shop I can contact. I will also be adding this letter to my personal social networking sites and consumer reports. Nothing can repair the damage caused the day of her funeral, but it could have been a completely different experience had I been treated with respect, compassion and dignity.