I’m really pissed off about this!!!! The absolute worst customer service ever!
I went to Ava Flower’s website to order flowers to be delivered to my wife’s work for our 19th wedding anniversary. From the site, I picked out an arrangement of a dozen fresh cut roses to be delivered the next day, which was our anniversary. I went through all the prompts, but the site wouldn’t take the zip code. I didn’t understand why and after several attempts, I called customer service and the young lady I talked to ask me for a code at the bottom of the screen. I had to look hard for it because it was very small but I eventually found it. She began to go through my order and then added that if I want to have the flowers delivered at a certain time, it will be an expedited charge of $10. I said ok but then she told me that the arrangement I picked out was not available today and started to describe a substitute. First, I mentioned to her that the site said fresh cut roses next day. I don’t need them today. I need them for tomorrow. She continued on without acknowledging what I said and proceeded to substitute me with an arrangement that was twice the cost of what I originally picked out. I told her never mind, just cancel my order. I said thank you and I hung up. Two minutes late, my cell phone rings. I check the number but I didn’t recognize it, so I ignored it. The same number calls me again, I answer it and it’s the same attendant from Ava Flowers I first talked to. She went on to say “we can get you this nice banquet of a dozen roses. It will look really pretty, and this is the amount you will pay. That price was still higher that what I picked out but I went with it. The young lady went through the details of my order and I originally asked for the flowers to be delivered to my wife’s work between 12-1pm before she leaves. The young lady said, “Oh, we can do it for you as early as 10am.” I said “really, that’s even better! Can you please do that?” She says yes and continues to finish the order. She gets the description for the card, my email address for a confirmation, my credit card number, and she completes the order. She then tells me that I will get an email confirmation in the next few minutes. I said thank you and ended the call.
A few minutes later, I received an email confirmation and it said deliver before 7pm. I immediately called back and asked to speak to a supervisor. I voiced my concern to the supervisor and told him what I had ordered. He puts me on hold because he said he had to speak to his designers and comes back to say the price I paid for my arrangement didn’t include an expedited fee of $15. Wait just a minute sir. The lady attendant said the expedited charge was $10. I got off the phone with her less than 10 minutes ago, now it’s $15?!?! I said “no sir. She called me twice to get me to purchase flowers from you and the price that she quoted me the second time was higher than what I originally picked out and I thought that price included the expedited charge.” The supervisor said it did not. I said “that’s ok. Just refund me my money and I’ll go somewhere else.” He said to hold for a minute sir and let me speak to my designer. He comes back and says that we won’t charge you an expedited fee but is it ok if we can deliver to your wife around 12pm? I said that is fine. She will still be at work. We ended the call.
Today is our anniversary day and my wife calls me a little before 12pm to let me know that she got the flowers, to tell me thank you, and gave me the rundown about how she got them at work with all the nice comments. I said that’s great, I love you, and see you at home tonight. When I got home that evening, I walked into the kitchen and saw that arrangement on the table and I was shocked! I asked my wife “where are the rest of the roses?” She said “that’s what I got.” To my displeasure, they only sent her a half dozen roses!!!!!!!!! I am still really pissed and embarrassed over this!!! 19 years and my wife gets is a half dozen roses!! I never send my wife a half dozen roses on our anniversary!! They are not what I asked for. They are not what I paid for. Someone messed up.
So the next day, I called and talk to attendant. I asked to speak to a supervisor but one wasn’t available, so I explained what happened with my order. This lady was very cold and dismissive and acted as if I was the one that did something wrong. So I asked for a refund. The lady attendant said we can’t do that. We can send out the rest of the roses to you tomorrow or have someone pick up the arrangement that you have at no cost to you. I told her yesterday was mine and my wife’s anniversary. Not today or tomorrow. After arguing on the phone with her for a few minutes, I said to her that since I got half of the arrangement, just refund me half of what I paid. She said we shouldn’t have to refund you for the delivery service because you got that service. But according to your supervisor, I don’t pay an expedited charge. I just wanted half of what I was charge. She then said I can refund you for half of the bouquet (but she said earlier that she couldn’t do a refund) but the refunded amount wasn’t half of what I paid. I said to her this is not half. She argued and said we don’t refund services. I’ll give you half for the bouquet, that’s all sir, ok. Have a great day and hung up the phone.
I read their policy and it states “Refunds or credits given for orders that have already been delivered or have had an attempted delivery will only be for the partial or full cost of the arrangement(s), less any service, handling, or restocking fees.” Your policy shouldn’t overshadow customer service!!! This company is horrible!! I will never buy anything from them again nor recommend them to anyone!!