Kat H.
Yelp
TLDR: I ordered a dozen roses and they sent a mixed bouquet instead. When I called to inquire about the mix up the owner jumped down my throat, offered no explanation or apology, and told me to find a new florist. Shame on her for speaking to any customer in this manner, let alone a returning customer. Go ahead, order from Adorn if you're fine with being deceived and disrespected.
The Long Story: Having ordered from Adorn twice in the past, I noticed that the minimum price required for delivery was up this year. Oh well, so is everything else. But then when I thought of the value and presentation of what I've ordered in the past (A seasonal bouquet, always beautiful, but "flowers may vary from photo") vs spending a bit more to have specifically one dozen roses (notice no disclaimer here about "flowers may vary from photo") I thought, what the heck, it's Mother's Day, let's go with the dozen roses...at least I'll know what to expect. Nope. My Mother ended up receiving a mixed bouquet: 8 roses, 3 tulips, 2 hydrangea and 1 peony. Pretty, but not the dozen roses I ordered.
At best this was a simple and honest mistake, a mix up. At worst, it's deceptive, it's false advertising. I never got to find out which it was, because the owner would barely let me get a word in edgewise, seeming to answer my phone call ready for a street fight instead of a professional conversation with a repeat customer.
With no clear refund policy or "contact us within x many days" stated on their website, or in my order confirmation, the owner first claimed I had waited too long to contact them (12 days since the flower delivery). I am temporarily located in a different time zone, so it was hard to line up a chance to reach out to the shop during open hours. I did not email because I thought a direct conversation between two adults over the phone would be the most straightforward way to work this out. Silly me.
The owner said the bouquet that was delivered was beautiful and exceeded the dollar value of the roses I ordered, I WON'T GIVE YOU A REFUND. Which was weird, because the word "refund" had not come out of my mouth yet.
I pointed out again that I was disappointed in having ordered one dozen roses and receiving only eight with other assorted flowers. NO REFUND! Was proclaimed again. I had to interrupt her monologue twice to clarify that I had never asked for a full refund, but would like a partial refund since I didn't get what I specifically ordered. Finally, she heard me and said she wouldn't do that either, to which I replied,
"What you need to do for future customers and to avoid confusion is put a disclaimer on ALL of your bouquets that the "Flowers may vary from photo".
To which, before I could finish my sentence the owner immediately shot back NO WHAT YOU NEED TO DO IS FIND A NEW FLORIST.
No problem there lady. I will take my repeat business (yes, I have receipts) elsewhere. Shame on you for speaking to any customer the way you spoke to me today. Perhaps consult with the employee who initially answered my call, she could give you a few tips about customer service, professionalism, and common courtesy.
