I live 3,000 miles from my family and friends and EA has been my go to many times, obviously not this location. I have always had great experiences. with all of that said let me tell you about my recent experience!
Holidays are very special to me, not because of the gifts but the time with my kids and my husband!
This Mother's Day also happened to land on my 1 year anniversary, so it was a special one! We went to brunch (my husband and my two children) and I wanted to go house shopping or a movie or just do anything fun w the kids because Sunday is my only day w my family. My husband and I work 80+ hours a week running our business and family time is scarce. My husband apologized and said unfortunately we need to get back home because a surprise is coming....
EEEEEK..... I LOVE surprises! I am always the one throwing the surprise so it was a WONDERFUL feeling. I know it sounds silly but it was like a kid on Christmas. I was excited and figured it was flowers because that's the easy go to for the men lol.....
Well we sat and sat and sat, watched a movie and sat and waited and waited, I'm sure you know where I'm going here.... It never came!
Like I said it's not about the gifts, but I was excited, my husband was so proud of himself that he didn't do the typical flower move lol and my kids were impatiently waiting to surprise me as well. Needless to say my husband was very disappointed and my kids were very sad..... this was their gift to me.
Now the part that pissed me off....
So my husband calls your store (Estrella road) and asks what happened....he is very much the passive one in the relationship.
The girls response, sorry it didn't get delivered, I'll refund your money. SERIOUSLY!
So my husband whom doesn't do conflict says fine and hangs up. And then begins to apologize to me. I could care less about the gift, that's not the point.
Like I said we own our own business (we build custom pools) and you best believe if we make a mistake (and yes they happen) we go above and beyond to make up for that mistake and make sure our customer knows how important they are to us.
Your employee did nothing of the sort nor did she attempt to.
So I called back. I'll cut to the chase, she pretty much said what do you want us to do about it. It didn't go out sorry.
So I told her that was my family's gift to me, you should make it right. Her response was well your husband said fine when I said we'd refund his money. So I asked her, do you think refunding his money was your best option to offer him. This was his gift to his wife to celebrate our 1st year of marriage and from my children for Mother's Day. Her whole attitude got even worse and she again stated, well what is it that you want from me, it was forgotten.
Hmmmm.... so I gave her the opportunity to make this situation better. I told her I'm going to leave it up to her on how to make up for their mistake. Deliver the Smiles....isn't that what your business is all about? Bringing smiles to the people that receive these awesome gifts!?
She finished the call by saying she'd talk to her boss.
Well needless to say, my arrangement never arrived, never got a call back and never heard a peep again!
From a frequent customer who always give these arrangements I've never been on the receiving end and boy what a disappointment on how this mistake was handled. We wasted our whole day sitting at home waiting, you'd think you'd atleast make the effort to send my arrangement out, even if it was the next day.
Sorry for the long message but I had to share how disappointed I was in this store.