What to do, what to do?

[theflowersmith]

Only had one complaint for V-Day. We did a half-dozen red roses in a cylinder with a box of candy all wrapped in our signature bunny wrap. Guy said roses were dead and chocolate was melted! My driver picked it up yesterday. One rose was broken off, so she impaled it on the card pick. The other roses were fine, albeit a little disheveled due to going through our co-op, then being picked up again and brought back to the shop. The girl gave the candy away to co-workers. She said it was fine. (She thinks her guy got it wrong because she was ranting). Apparently she was embarrassed by getting the flowers at work.

I offered full replacement--even offering a full dozen, but he doesn't want that, understandably, since V-Day is over. The only other time this guy purchased was a large floor plant, which we searched high and low to find to make sure it would be happy in his apartment.

I'm inclined to offer him a percentage off his next purchase, but wonder what you think?

 

[BOSS]

I'm inclined to offer him a percentage off his next purchase, but wonder what you think?

Since he's a repeat customer... I'd do a full refund... not worth the potential bad press...

 

[blumen]

I agree with Mark. Do anything to make the customer happy. I don't want anyone ranting online about us. We offer to replace flowers, give a full refund, etc. A lot of times the customer doesn't want anything, but just wanted to be heard.

By the way, someone posted a review of us on yelp, which is a real hoot: http://www.yelp.com/biz/jim-ludwigs-blumengarten-florist-pittsburgh

 

[anytimeflowers]

Sue, wow, I would be wondering what to do also. I would say the man is over-reacting because he is not happy with her reaction to his thoughtful gift. I would ask him what he would like you to do. I would NOT refund the candy, you didn't get it back. I would refund the flowers.

Blumen, if you are on facebook or twitter, you absolutely MUST post a link to that review. Hilarious, heart-warming, exactly the right pulse.

 

[Spookyflowers]

Had a customer call late on Valentines and said his wife told him the flowers (lavendar roses) were beatuiful but they were dying he said she told the edges were curling and didn't look like other roses. So yesterday she brought them in I started to pick off some guard petals and she said they look better now. She said they smell great but they still like they are dying I told her to take them home for a day or so and let me know what she thinks.
Everyone else who got those roses or seen them in the cooler just loved them. Will be interesting to see what she has to say later this week. I offered to replace them but she didn't want to right now.

 

[theflowersmith]

Thank you for your responses. I did ask him what he wanted me to do and he really just wanted me to know. I did refund his money on the roses, but not the candy. The other five roses were absolutely fine and they opened beautifully in our shop.

As I stated, that was our only complaint and this was our best V-Day in 10 years!

 

[Mikey the Flower Guy]

Had a gal call, with roses suffering from "bent neck", I said. bring them in, I'll replace them, so she did, and as she turned to depart, I said "come back tomorrow for these, they'll be straight, and waiting for you".....she did, and was stunned!!
"howd you do that" she asked??..... "I'm a REAL FLORIST"...it's what I DO!!

 

[bootcampguy]

Had a gal call, with roses suffering from "bent neck", I said. bring them in, I'll replace them, so she did, and as she turned to depart, I said "come back tomorrow for these, they'll be straight, and waiting for you".....she did, and was stunned!!
"howd you do that" she asked??..... "I'm a REAL FLORIST"...it's what I DO!!

Viagra Florist ??

 

[Johan]

I had one complaint from a man who's family use us and we are his partners favourite florist. He said the bouquet was small and thought it wasn't worth the value (the bouquet is big enough to fill a standard size vase, so not tiny). His partner was delighted with them when they were delivered. He thought there should have been more red roses in the bouquet (there was one as a token). He bought one of my credit crunch bunches the middle size it is the second cheapest thing on my website (I explained that due to the price of red roses at valentines if we had added more roses it would have been very small. There was bouquets of 6 and 12 roed roses advertised on the website so he could see the prices). We sold plenty of this bouquet without complaint. He e-mailed the complaint - didn't ring so I e-mailed him back with a polite message stating certain points regarding the order and the description on the website, Prices etc. He stated there were only carnation and chrysanth and 1 red rose in the bouquet which there wasn't but the flowers were in bud. I told him we would like to collect and replace the bouquet as I wanted to make sure he and his partner were happy and to double check the bouquet and the value incase there had been a mixup with the order. I have had NO REPLY at all from him. Which I find very rude as he is not allowing me to rectify him being a cheapskate. So I have sent him a gift voucher for £10.00 that he can redeem at a later date with a letter telling him that since he had not replied to my e-mail I have taken it upon myself to send the voucher as an apology for HIS disappointment. Some people. I'm spiting blood at him but I will not just leave it as if I did he would only past comment to other saying we just ignored the complaint which is just not something I would ever do.

Even if they are in the wrong, correct YOUR mistake because people like them talk.