What you see vs. What you get

With the ease and convenience of logging onto the web, selecting a floral arrangement and hitting send to make a delivery, I’ll admit I use services like 1800flowers.com and proflowers.com. But I have often wondered how similar the arrangement your loved one receives is to the one you picked online.

Cindi Gilmore answered the question for me. Check it out. She paid 1-800-flowers.com $79.95 for these flowers for her mother’s birthday:

But she says this is the arrangement that was actually delivered to her mom:

When Cindi contacted 1800flowers.com to complain, they offered to come pick up her mother’s flowers and deliver a new arrangment. Not wanting to inconvenience her mother or let her know she was requesting a refund on her birthday flowers, she refused. Then she got this response:

“We apologize for all of the problems you are having with your order. Unfortunately we are not able to issue you a full refund as long as you refuse the florist to pick the arrangement up. We are able to issue you a partial credit in the amount of $15.80. This will be back on your card in 3 to 5 business days. “

So I called the company, based in New York. In less than 24 hours, Cindi got an apology, a full refund, a fresh arrangement of the Daisies she was expecting delivered within 2 days, and a $20 gift certificate for future use.

A 1800flowers.com spokesperson told me they take every customer issue very seriously. While the company’s website does state that the flowers you receive “may be a substitution” and not identical to the ones in the picture, if you are not happy with the substition, you can call the company back and they will send you a new arrangement. 1800flowers.com says it is their policy to get the first arrangement back so that they can guarantee quality assurance.. by looking it over with the florist who sent it.. to find out why it didn’t look like the one that was ordered.

And with that.. have a great week! Don’t forget to stop and smell the roses.. err.. daisies!


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