Valentine's Complaint

[mcf]

Call comes in Feb. 27th - "Vase wasn't worth $80." Checked order: Vase $65 + delivery and tax = $80.65. "Well," she says, "I asked for it to include pink roses." It included four pink roses. "If a dozen roses are $85, why did I only get four?" Because you received other flowers, as well. "I still don't think I should have to pay $80. The flowers weren't very fresh and didn't last very long."

Still think the customer is always right? Can't wait to call the restaurant Friday that I'm eating at tonight to tell them my meal was too small and I was hungry again the next day.

 

[Erlene]

Unfortunately the customer isn't always "right" but it is important that they think they are. I would offer to deliver fresh flowers or to have her come in for flowers of her choice. Not easy to suck up and do sometimes but definitely is the high road.

 

[PhillyPhlorist]

Yea, sounds like a tough one. In cases like yours, I defend ourselves as a professional florist, without being nasty, or curse - just forward and in a stern voice. The solution, as Erlene said, isn't always easy. But hers is dead on - offer the customer a replacement of fresh flowers, or have him/her come in to pick out som on their own. If all else fails, store credit would be my answer.
No refunds...

- Herb

PS - our "guarantee" is CLEARLY posted in our stores, and referred to on our POS tapes and e-mail order confirmations...