people expecting a different arrangement than what is pictured on the web.

[lori042499]

We have all heard of people pissy because what they got didn't look like what they ordered from a website, but I have the opposite going on.

If someone asked for this arrangement(below) done in the deluxe size for 65.00, what would you do???

I had a woman call me up mon and order this arrangement but wanted it bigger than pictured so she picked the deluxe version for 65 in stead of 45..

I get a call today from the recipient. She is pissed because her mother(the sender) thought she was going to get hydrangea, lilies, roses etc. We never spoke about these particular flowers, she just said she liked the arrangement pictured and wanted it larger. I did use campanula instead of asters for an upgrade and added in more roses, more alstro, more fillers and burpleurum.

I am sending over a new arrangement to the recipient that she will like, but I am just tired of people ordering from a website and expecting a completely different arrangement than what is pictured...I am not really sure where this comes from...anyone have any ideas???

Are people just really bad communicators or am I crazy??? I do listen to the people when they call and I do try to find out what it is they like about an particular arrangement, but sometimes you just get hit out of nowhere with crazy notions....

 

[Lizi]

People are just crazy. I don't see how the sender could even think she would get hydrangea and lilies when they are not even pictured.

I think people expect us to read their minds sometimes and thats not an easy thing to do.

So that puts you out money doesn't it?

 

[lori042499]

People are just crazy. I don't see how the sender could even think she would get hydrangea and lilies when they are not even pictured.

I think people expect us to read their minds sometimes and thats not an easy thing to do.

So that puts you out money doesn't it?

Yeah a bit, but the recipients father is a great customer and these kids just moved up from TX and it is OK. I would rather them happy than not even out the few bucks...I would have rathered them get what was wanted the first time out....

 

[kmleon]

I know what you mean. I almost hate when they say I saw something on your website. (ours, unfortunately, is still Teleflora). They want the upgrade and we do what you did, more of the flowers shown, upgrade filler, etc. I had complained to Teleflora and asked for a more specific description on their upgrades. No luck.
It seems to me to upgrade $20, really isn't that many flowers, depending on what you choose to up grade. Might be 3 more roses, which really wouldn't affect the size too much, just the fullness.
I also get a kick when they expect you to have every single item, everyday, no matter what the season...as shown on the site, had one of them today.

 

[villageflowerlady]

I also get a kick when they expect you to have every single item, everyday, no matter what the season...as shown on the site, had one of them today.[/quote]
I especially love this when it comes in at noon for same or am on a saturday. I actually just had to make the crazy run for flowers for a casket spray that came in at 12 for an 8:30 am delivery saturday!

When you only have 1 or 2 of the required flowers, do you call the wire service and let them know you are making substitutions?

 

[kmleon]

I was told by someone at 800Flowers that most people don't know the difference so just substitute anything. Usually the 800Flower people are the only ones that don't know the names of flowers or appropriate substitutions!! I told him that they must not have a very high regard for THEIR customers to tell filling florists this.
I try to keep the color scheme and use flowers of equal or greater value.

 

[wildflowerschicago]

To avoid this very problem, I made an arrangement called "designer's choice" and in the description says something about leaving it up to us.

Yesterday a woman called saying she liked the shape of this one, the color of this one but only wanted to spend xxx (i don't remember). She said she really liked the arrangement pictured with the designers choice description but wanted to make sure we could make it look like that...only in a different color, and taller, but for less money!?!?!

People please, put down the bong BEFORE you call us?!?!?:boggles:

 

[SpringCity]

People please, put down the bong BEFORE you call us?!?!?:boggles:

lol I always say put down the crack pipe. People!!!

 

[Rock]

I get a call today from the recipient. She is pissed because her mother(the sender) thought she was going to get hydrangea, lilies, roses etc.

Lori, MOM FORGOT what her BABY likes and when IT hit the fan it landed on YOU!

SPOILED BRATS !!!

 

[lori042499]

Lori, MOM FORGOT what her BABY likes and when IT hit the fan it landed on YOU!

SPOILED BRATS !!!

Rock,
I think you may have hit the nail right on the head....

 

[mcf]

If someone asked for this arrangement(below) done in the deluxe size for 65.00, what would you do???

We upgrade with more of the same flowers shown. Exception: sometimes add roses to premium even if not included in standard version.

 

[roysecityfloristand gifts]

After the week I've had...to heck with "put down the Bong"...JUST PASS IT OVER!!!!!!

I need to eat and sleep or feel an altered state at least!!!:ned

 

[Victoria]

Doesn't it say somewhere on the site that substitutions may be necessary?

Lori, you did a good job... and Hugh is right.

V

 

[NPFloral]

Wait... who is the customer? The daughter? I don't think so! Screw her, she didn't spend a cent on the arrangement, ungrateful brat. Call the sender and confirm. Almost every time this happens, I call the sender and they had no idea that the recip complained and the sender is embarassed about it and thankful that I called them.

Tim - North Port Floral

 

[leah]

Lately we have been having customer look at our website and then call us with the order. Slightly strange when you think about it, but often times I am glad to speak with a person to work out the specifics of the sale.

When I am speaking with the sender and they want an upgrade - we have learned to ask if they are looking for a larger arrangement with the flowers pictured or the same size arrangement with more unique flowers. Pretty much spelling it out for them and eliminating any "misunderstanding".

Can't tell you the number of times I have had to put the phone down and take slow deep breaths because our version of an upgraded arrangement was different than theirs.

Leah

 

[Kristine]

Lately we have been having customer look at our website and then call us with the order. Slightly strange when you think about it, but often times I am glad to speak with a person to work out the specifics of the sale.



Leah

happens all the time. One of the questions they also ask is are we a REAL florist in our town.

When they like a particular arrangement I will ask if its the color combination, flower varieties or style. That way I can let them know if there may be any subs for variety but keep the style and color the same.

and yes it makes you crazy when the recip hates the arr that the sender choose.

My worst was when grandson in California ordered for Grandma and then his mother wasn't happy and complained wanting an exchange, When grandma and grandson were perfectly happy. We ended up telling that M &M MOM not to call us again.