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| - Well, after visitng my mother a week later, I was VERY disappointed to see the flowers no longer there. They had died within 6 days and the peonies never opened. I felt like I gave a broken present. Very frustrated (and quite embarassed) I decided to go back to the store and let them know what had happened. The manager working there listened and stated their 3 day guarantee. Any problems need to be called about within 3 days, and bouquets are expected to last 5 days. So much for "exceptional quality" that their website boasts. I don't think I've ever bought a bouquet that I only expected to last 5 days, even FTD gives you 1 week to state problems and have your bouquet replaced if it didn't meet your satisfaction. The manager offered to give me a few stems of peonies, she didn't seem very happy about that and said "this isn't what we do, I'm just doing this for you" as though I should have been thanking her extensively for being slightly accountable for her product.They never opened either and it didn't fix the problem. In no way was the bouquet replaced, and now I have to go and order a new bouquet from FTD, then I know that at least if there are problems then they can be dealt with. The manager asked for my name so that "they can track complaints to see if they have the same people complaining all the time" and of course afterwards it was fit in "so they can see what products aren't delivering". No apology was ever given.
I don't know how they can enforce a 3 day guarantee with Peonies when she admitted herself that sometimes they can take a few days to open, so how would you know at 3 days if they won't open?? I also would have appreciated being communicated to that they have a 3 day guarantee at the time of purchase, and any problems HAVE to be called in within that time frame. When you buy clothes at a store they tell you how many days you have, so why not when you spend $60+ on flowers. It is not even mentioned on their website.
I feel like they were not accountable for their product or service, I highly doubt I will return. I can get better customer service at a chain flower shop, and that's unfortunate because I would MUCH rather support a local family business, too bad they have poor customer service. Such a shame because they had the opportunity to make it right, obviously I was very happy with my first purchase (see review below) and if they had actually said the word "sorry" or "our apologies" it may have made a difference.
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