I'd like to preface this review by explaining that it is the first and only negative review I have ever written for a business. My husband and I are HUGE supporters of small and local businesses, which is much of the reason we chose to live in the Milford area. My husband has ordered flowers from me through this florist on numerous occasions, which I would think would be a reason to want to be kind and work with a customer. Sadly, this is the worst customer service I have ever experienced. My husband and I are reasonable and understanding people who realize that mistakes can be made and everyone can have a bad day, however, the incredibly poor customer service and lack of professionalism in handling what should have been an easy situation to resolve is why I am taking time out of my day to write this lengthy review.
My husband had kindly ordered flowers for me for Mother's Day to be delivered the Friday before Mother's Day from he and my 16 month old son, however, these flowers were never delivered. My husband asked that I contact the florist for a reimbursement the following Monday. Neither my husband or I were upset about this, we simply wanted to make sure we didn't pay for something that wasn't received. I contacted the florist and spoke to Leslie, who explained that they tried three times through the weekend to deliver and left messages (the only message I received was on Sunday at 10am- 2 days after the scheduled delivery, and on Mother's Day when I am at church and enjoying my day with my family). I explained that I did not recognize the number the message was from as I had not been the one to order the flowers. They did not once attempt to contact my husband, who had ordered the flowers and was aware of the scheduled delivery. Leslie begrudgingly said she would refund my husband. Had the situation ended there, I would not be writing this review. 20 minutes later, I received a voice message from Sue, who I presume to be the business owner. I was very pleasant at the start of this conversation, as many good business owners may be making this point of contact to make things right considering my husband has been a regular customer. She immediately explained that she was upset and reiterated attempted delivery, to which I simply responded that I did not receive any messages until two days after the scheduled delivery and that my husband who had placed this order and scheduled this delivery was never contacted. At this point, I was just confused as to why I was being contacted about an issue that I had just resolved on the phone 20 minutes prior. I calmly, but at this point, directly, explained that we simply wanted to be refunded. She responded, "I WILL THROW YOUR FLOWERS IN THE DUMPSTER AND YOU CAN TELL YOUR HUSBAND TO FIND ANOTHER FLORIST!" and hung up on me. I was shocked and saddened that a local business we have supported could respond in such a harsh way. A simple apology and a credit for the next time my husband ordered flowers would have been perfectly sufficient to us.
My husband and I will gladly find another local florist and encourage others to do the same. read more