How could this happen?

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avflorist said:
A florist called at 9:15 am on Tuesday if we could do a spray and basket for a funeral at 10. I know that there was a viewing on Monday, so I told her, we'd love to, but the funeral home requires us to deliver flowers at least an hour before the service. She explained that she doved the order on Friday, but she got a dove message on Tues. from the filling florist saying they were closed for 3 day weekend. Sending florist said she called them back as soon as she got the rejection message but they weren't picking up.
Point is, sometimes, some of us depend too much on the ws machines instead of making the effort of making phone contact. She could have kept a nice sale if she called me on Saturday or Sunday. We had to be open because of the funeral deliveries on Sunday and Monday (Labor Day Weekend).
An order for snacks with a 2 day notice gave the filling florist so much time. Surely there is a grocery store on her way home or on her way to work, or if she wasn't inclined to go grocery shopping she had enough time to forward it to another florist, it's not that hard.
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This was just plain stupidity on the part of the sender..I never ever send anything out on a saturday for a mon morning without a call first, simply because so many florists don't deal with their machines, either because they don't know how, the forget, or they just plain don't care. To do this on a holiday weekend is just really stupid....it is too bad they hadn't called around...you would have had a nice order, a customer would have been not dissapointed and the sending florist wouldn't have to explain their stupidity....a shame all around.
 
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avflorist said:
A florist called at 9:15 am on Tuesday if we could do a spray and basket for a funeral at 10. I know that there was a viewing on Monday, so I told her, we'd love to, but the funeral home requires us to deliver flowers at least an hour before the service. She explained that she doved the order on Friday, but she got a dove message on Tues. from the filling florist saying they were closed for 3 day weekend. Sending florist said she called them back as soon as she got the rejection message but they weren't picking up.
Point is, sometimes, some of us depend too much on the ws machines instead of making the effort of making phone contact. She could have kept a nice sale if she called me on Saturday or Sunday. We had to be open because of the funeral deliveries on Sunday and Monday (Labor Day Weekend).
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We do call orders before "doving" on weekends, especially during summer, and on specialty product that may require subs, special order or special pricing.

We regularly send out so many orders (all our own clients who trust us to place the order with "someone good") that its not practical to call out each one. Thankfully, we have no problem 99.5% of the time. Its just frustrating when we come across someone so unprofessional.
 
Absolutely-Tel should be notified. There is NO excuse for this.
Holiday deliveries- 1800 gives the customer a flex del. schedule. Holiday on a Mon., can be delivered Sat. or Tues.( STILL CALL!!) Holiday on Thursday, flex for Wed. or Fri. This helps both the florist & the customer.
terri
 
Unfortunately, TF doesn't have a fine system in place like FTD (one of the things I like about FTD).

I had a situation where I sent a shop the same order that they filled the month before ($35 + $x.xx del). The customer wanted the same arrangement, delivered to the same recipient a month later, as sender/recip were very happy with the arrangement last time. I doved the order, a week ahead of delivery time, and recieved a reject the next day saying they wanted more money. What? So I call the shop, explain they had done the same order before, and that this customer would like it done on a regular basis. She says, "well, I'll do it this time", that was the Thursday b4 delivery (Wed). I figure, great, got it done. Wednesday morning comes, I get another reject! They want more money, and even after calling again, they wouldn't do it. WTF?!?!

Well, got another florist to do it, and complained to TF, but nothing was done.

Why are shops like that even around?
 
All of these scenarios are so totally unacceptable, and yes, I too wonder how or why they stay in business. Whatever happened to 100% customer satisfaction, no matter whether it's your customer or another florist. We need to get it right or make it right, not just get by.
 
BloomingFlorida said:
Unfortunately, TF doesn't have a fine system in place like FTD (one of the things I like about FTD).

I had a situation where I sent a shop the same order that they filled the month before ($35 + $x.xx del). The customer wanted the same arrangement, delivered to the same recipient a month later, as sender/recip were very happy with the arrangement last time. I doved the order, a week ahead of delivery time, and recieved a reject the next day saying they wanted more money. What? So I call the shop, explain they had done the same order before, and that this customer would like it done on a regular basis. She says, "well, I'll do it this time", that was the Thursday b4 delivery (Wed). I figure, great, got it done. Wednesday morning comes, I get another reject! They want more money, and even after calling again, they wouldn't do it. WTF?!?!

Well, got another florist to do it, and complained to TF, but nothing was done.

Why are shops like that even around?
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On this I would say that they changed their minimums in the interum, however they should have told you that and explained why...so you could tell your customer or taken it and kept the regular order every month, not said yeah and then reject again....just stupid..
 
I just recently had a tf order come in for a funeral It was a 39.99 total....They had called before hand and said that the funeral would be at such and such fh on Friday this was a tuesday...I took this silly little order and called the funeral home every day and nothing, they didn't know the person, now I call all our other fh's still nothing...then i check the local obits noone by this name...on thursday morning, I call the sending and let them know that without a proper name and info that I could waste no more time with this order...they cancelled, with no explanation of what happened or why...

I believe I had every right to turn the work over to this florist as I had exhausted every avenue on such a small and measly order, however they may feel differently and may feel that I failed their customer..
 
lori042499 said:
On this I would say that they changed their minimums in the interum, however they should have told you that and explained why...so you could tell your customer or taken it and kept the regular order every month, not said yeah and then reject again....just stupid..
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I verified that thier minimums were still at $30, both through all listings, and called. You have no idea how frustrated I was with them. It was one of those franchise florist-rama places.
 
lori042499 said:
I just recently had a tf order come in for a funeral It was a 39.99 total....They had called before hand and said that the funeral would be at such and such fh on Friday this was a tuesday...I took this silly little order and called the funeral home every day and nothing, they didn't know the person, now I call all our other fh's still nothing...then i check the local obits noone by this name...on thursday morning, I call the sending and let them know that without a proper name and info that I could waste no more time with this order...they cancelled, with no explanation of what happened or why...

I believe I had every right to turn the work over to this florist as I had exhausted every avenue on such a small and measly order, however they may feel differently and may feel that I failed their customer..
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Yours is a different situation. You did everything you could to track down this recipient. You were prepared to deliver as requested, it was just not possible with the information you'd been given.
 
AMB said:
Two days ago, we doved out an order for junk food and balloons for a college student's birthday today ($60 order).

At 1:30pm today, the order was rejected because the other shop did not have any snacks. What?!? They held the order 2.5 days before realizing they didn't have product to fill it. How does that happen?

Luckily, we found someone who was happy to fill this order at the last minute. We'll mark this very helpful shop as preferred in our system, and delete the one who almost cost us a customer.

If you found yourself in this situation (no product for an order you'd been holding for two days), what would you do?
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IF that happened at my shop i would feel obligated to go get the product needed to fill the order...there is no excuse holding on to an order for so long w/out reading the order and making sure you could fill it...takes all kinds...and I must say I have been in your same situation.......Julie @the root
 
I think that Dollar General snack freshness vary per store - I have purchased them at Dollar General's & they are awful! I would definitely check them out personally before putting into a customer order!
 
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