Bradley W.

I pre-ordered my wife a premium rose arrangement for Valentine's Day. Yes, I was a sucker and upgraded to the premium version rather than the standard. Entered my card message to go along with the flowers and I was finished. I gave myself a pat on the back because I ordered 3 weeks in advance!
Come the day of delivery... My wife sends me a picture of her flowers... I replied that there must be some mistake. They was not a single rose in the arrangement. It was carnations, dasies, and 2 day lillies. Not to mention, the message on the card was incorrect! I call the 800 # listed on their site and the person answering says, Florist. When I inquired, she said I needed to take a picture of what was received and send it to their customer service department which I did, promptly. I waited an hour and heard nothing. Thinking they would redo the arrangement and deliver it that day, I was getting a bit anxious! So, I called back. The same lady answers, Florist. I explain and she cuts me off and says someone will get back to me by the end of the day. At this point, I am getting annoyed. I explained that the arrangement ordered was an all rose arrangement and that is what I wanted. She proceeded to tell me that they have a substitution policy and that is what happened. Annoyed a bit more, I said that any other day, their substitution policy would be fine but when I order roses on valentine's day, I expect roses! Not carnations and dasies! She is then annoyed and said someone will reply in 5 minutes. I receive a generic form-letter email stating they would like to offer a 25% refund. To which I replied, no. Either the arrangement I ordered or a refund. To save a bit of time, multiple emails and phones calls went back and forth and they offered a 60% refund and that was it. No new flowers! I explained to them that a 75% refund would suffice as I don't expect to get what they delivered for free. They declined. So, now I have filed a dispute with AmEx. I will let them decide what is fair... STAY AWAY!
I attached photos of what was ordered and what was delivered so you can see for yourself.