Kim O.
Yelp
I thought I found a gold mine in a small neighborhood business, but boy was I WRONG. My first order was great! My second (sent to my grieving boss & his family), was put together as he said "like no one really cared", after having it for less than 24 hours it continued to decline. His wife called (who even thinks of calling during a time like this), the shop willingly replaced it that day with a pretty arrangement. Third order included 3 arrangements for a funeral which equaled almost $300.
I called the day following the funeral with concerns in regard to the funeral flowers and to touch base about my disappointment in the flowers sent to the home. I asked whom I was speaking to and the person wanted to know who I was first. I explained who I was & why I was calling, she was very defensive. She explained that they replaced the flowers and that things happen out of their control during transport. I expressed my disappointment and she was unwilling to listen to my opinion or my concerns. She wanted to know what my next concern was as she said, "we have taken care of that issue now we are moving on". She may have been done, but I was not - yes I wanted to discuss it in more depth, but that was not an option. I expressed my concern about what may have happened to the funeral flowers, (3 arrangements), she told me they were taken care of and there was nothing else we needed to discuss. I had a reason to be concerned and her behavior was in no way giving me any positive feelings that it truly was ok. Then she finally asked if I knew Lisa, I clearly said no, (seriously how would I know her?), she said Lisa delivered the arrangements to the church herself - if arrangements are above a certain price, they deliver themselves. Since I was looking on-line at the time I could see Lisa was a staff member. Well that would have relieved my concerns right away upfront!
During the call I figured out I was speaking with the owner Lyn. I was disappointed in her lack of customer service, her unwillingness to listen to my concerns and her arrogant attitude. I may be one person, but I'm a flower person, I was so excited to have found a new place to rely on for not only my personal use, but also for my company use. Being the EA for the CHRO of a mid-size company it's nice to have companies I can rely on in my pocket for all occasions. Most local business' would have apologized for the second delivery, sent out another arrangement (which they did) but also reimbursed the buyer when they called in or even stated they would give them X% off on their next purchase - NOTHING, never even a sorry from Lyn.
I won't be using Brown & Greene Floral going forward, not because there was a mistake in the arrangement, but because of how they treated me as a customer. They just lost a potentially large business customer and a very regular personal customer.