How would you handle this?

[tantalizingblooms2005]

Received a message via the dove today from a florist stating that their customer was not happy with a funeral arrangement I sent out 2 weeks ago. They said they refunded the woman 25% back and was wondering if I would do a price adjustment. Looked up the order. The arrangement was for $57. I sent a traditional funeral arrangement with liatris, carns, iris, daisys, buttons, filler and greenery. A few minutes later, the actual customer calls my store and begins telling me how she will never use my store again. That she paid $75 for her arrangement and it was not worth the money. I explained to her that I received $57 for the arrangement. She then tells me that she is angry because there were no glads or roses in it and that her sister's arrangement which she got from another florist although small had both roses and glads.
All my order said was colorful funeral arrangment. I could have sent anything out, table piece, traditional, etc. Is it not the sending florists responsibility to make sure they ask the customer for their preferences. Had I known she wanted roses, the arrangement would have been a table piece with roses added. So, how would you guys handle this one? Would you give the other florist the adjustment to make up for the money they refunded the customer?

 

[Chezbloom]

first of all, I would ask why I was sent $57 when the customer paid $75, under NO circumstances would I adjust anything on the price. Was this order from a real flower shop or an OG of some sort?

 

[lori042499]

Received a message via the dove today from a florist stating that their customer was not happy with a funeral arrangement I sent out 2 weeks ago. They said they refunded the woman 25% back and was wondering if I would do a price adjustment. Looked up the order. The arrangement was for $57. I sent a traditional funeral arrangement with liatris, carns, iris, daisys, buttons, filler and greenery. A few minutes later, the actual customer calls my store and begins telling me how she will never use my store again. That she paid $75 for her arrangement and it was not worth the money. I explained to her that I received $57 for the arrangement. She then tells me that she is angry because there were no glads or roses in it and that her sister's arrangement which she got from another florist although small had both roses and glads.
All my order said was colorful funeral arrangment. I could have sent anything out, table piece, traditional, etc. Is it not the sending florists responsibility to make sure they ask the customer for their preferences. Had I known she wanted roses, the arrangement would have been a table piece with roses added. So, how would you guys handle this one? Would you give the other florist the adjustment to make up for the money they refunded the customer?

This seems to be a growing trend with dealing with wire ins. I am finding that the sending florist is just crediting the sender without even discussing with the receiving florist what happened. I am not sure why..

Whenever I have received a complaint from a sender on a wire out, I always listen, apologize that they are upset but also explain that I need to speak to the sending florist to find out what was sent. After I find out the whole story I then decide what is the course of action. If it is clearly a sending florist error I work it out with them on what I will get, I then make a decision if my customer will get that plus some or if just that is fine. If it is clearly my fault I decide what the sender gets back and work it out with them and leave the filling florist alone(they did their job) and if it is rediculousness on the senders part, then also I do what I have to do but leave the florist alone(again they did their job). I find that the OGs love to promise all kinds of nonsense and then try to pawn it off on the person who did their job...

I would stand you ground if you filled that order completely and to full value, don't give anything back..You did your part and they jumped the gun...

 

[felicityflowers]

That she paid $75 for her arrangement and it was not worth the money. I explained to her that I received $57 for the arrangement.

Is this the norm with WS orders? Getting 57.00 for a 75.00 order? I'm not asking to be smart...I really have no idea.

 

[Kristine]

Was that $57 for the arrangement plus delivery or was the $57 inclusive with delivery? If delivery was added to the $57 that would be ball park for $75 when you add $57 plus delivery $7 wire fee $5? and Tax (ours 6%) ball parks to $73.14

If you didn't get a delivery on the $57 I'd say they skimmed or they have a big wire fee.

I would also say the sending florist didn't do their JOB. They obviously were not very clear on the customers' wishes. What did the sending florist say about the order? And Why is the customer waiting so long to make her displeasure known?


When we take an order we specifically ask for style, color, and variety preferences. If they have no idea we get out the book and sell the style then talk color combination then discuss flower types. That really helps in narrowing down what they are THINKING. It all starts at the origination of the order. If the selling store didn't do their job, they should be penalized, not you.

 

[lori042499]

first of all, I would ask why I was sent $57 when the customer paid $75, under NO circumstances would I adjust anything on the price. Was this order from a real flower shop or an OG of some sort?[/quote


Customer paid $75.00 because of tax and service fees. Which is standard, but if customer is not told customer just thinks she should get a 75.00 arrangement. This is in no way receiving shops fault and should not be compensated for their own stupidity...

 

[lori042499]

Is this the norm with WS orders? Getting 57.00 for a 75.00 order? I'm not asking to be smart...I really have no idea.[/quote



It can be...what usually happens is the customer picks a price say 57.00 which would in my mind be a 50.00 arrangement and 7.00 for delivery, then tax gets added on anywhere from 0-7% and then a service fee is added on anywhere from $5-18. The problem lies with the sales clerks not telling the customer what they have paid for they kind of try to hide the fact that the receiving florist is going to take out delivery on their end and that they are getting a service charge...There are an alarming number of customers who think that if they pay $75.00 in alabama they will get a $75.00 arrangement in California. Which is noone's fault but the seller...

 

[MANORVILLE]

You got it for 57.00, that means the other end took 24%, didn't specify special instructions or a specific recipe, and now wants you to contribute another 25 % ?
After two weeks ?
And you're solid with your product ?

The answer to this dilema is simple !

Sounds like someone screwed up and expects you to take the fall.
I'd be taking it out of my collected 24% so I didn't screw another florist for my mistake.
But that's only me !

ManorMan

 

[coppercountryflowers]

You are in the right.

You had no directions from the sending florist to include the glads and roses. You filled the order to dollar value. You did your job. Explain that to the customer when she calls and suggest that her issue is with the sending florist and not you, and that she should request from them what was sent to you to prove that you were in the right. Then smile. Take a deep breath...and tell her to have a great day. You are in the right.

 

[felicityflowers]

Is this the norm with WS orders? Getting 57.00 for a 75.00 order? I'm not asking to be smart...I really have no idea.[/quote



It can be...what usually happens is the customer picks a price say 57.00 which would in my mind be a 50.00 arrangement and 7.00 for delivery, then tax gets added on anywhere from 0-7% and then a service fee is added on anywhere from $5-18. The problem lies with the sales clerks not telling the customer what they have paid for they kind of try to hide the fact that the receiving florist is going to take out delivery on their end and that they are getting a service charge...There are an alarming number of customers who think that if they pay $75.00 in alabama they will get a $75.00 arrangement in California. Which is noone's fault but the seller...

Thanks Lori. I figured as much...

 

[Rhonda]

The sender should check her receipt. #1 - both TF & FTD state "receipt to customer should state cost of design, cost of service fee (if any) cost of delivery charge, and associated sales taxes."
Sounds like it may have been skimmed by the sender also.
That is a lot of money held at the sending shop from $75 to $57.
You owe nothing to Teleflora....You filled the order as you got it. Ask the sender for an address and send her a copy of the order you received (blacking out the shop code info etc).

 

[tantalizingblooms2005]

It was 57.00 for the arrangement, plus delivery. There was no skimming, I am one of those who refuses to take orders from a gatherer. There was just really bad salesmanship on the part of the sending florist. They didn't do their side of the job, just sent me a generic order and then after two weeks gives the customer a refund without even consulting me first and then expects me to give them the money back? uh....no.
When the customer called me, she said she just wanted to voice her opinion to me herself because the sending florist told her that I would not believe him?!!

 

[lori042499]

It was 57.00 for the arrangement, plus delivery. There was no skimming, I am one of those who refuses to take orders from a gatherer. There was just really bad salesmanship on the part of the sending florist. They didn't do their side of the job, just sent me a generic order and then after two weeks gives the customer a refund without even consulting me first and then expects me to give them the money back? uh....no.
When the customer called me, she said she just wanted to voice her opinion to me herself because the sending florist told her that I would not believe him?!!

Did you refuse to give this florist the money back?? If they are not cooporating you can get TF involved, That is what you pay them for. It is really too bad people have to be like this, but it happens. Imagine if that wasa direct CC order. They would have stopped payment and you would have had no recourse....So sorry this happened to you...

 

[Mikey the Flower Guy]

Do Not....

do any kind of price change, OR, do NOT do ANY KIND of "refund" until you get TF involved!!
State YOUR case, present the generic order, provide "details" of how you filled it, and let TF do the work...THAT"S EXACTLY WHAT YOU PAY THEM FOR!!

 

[bloomz]

do any kind of price change, OR, do NOT do ANY KIND of "refund" until you get TF involved!!
State YOUR case, present the generic order, provide "details" of how you filled it, and let TF do the work...THAT"S EXACTLY WHAT YOU PAY THEM FOR!!

And they will usually pay for it.