What would you do now in this circumstance!

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Luc

Well-Known Member
Nov 1, 2002
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Elliot Lake
www.a1florists.com
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Ontario
Since I got all the bashing on my last order, here is the scenario!

Send order to Roblin through florist in Napanee.
Order sent Dec. 18 for Delivery Dec. 21
Order sent through Dove
Customer comes in Yesterday and inquire if the delivery was made.
Sends a ask Around noon for information.
Florist phones in reply this afternoon...24 hours later
Replys goes like:
We had the order on the wrong pile, Order was not delivered
We are not open today,
We can send something on Tues.

What would you say or do about this florist.

HERE IS THE KICKER!!!!!!!!!!!!
Same customer from the williamsburg Chapel mix up....
A Double Whamo for her!!!!!!!!!
I will contact teleflora on Tues to make a formal complaint and ask for compensation for my customer.

Now I have to phone her with the bad news.....
Luc

PS Customer called, and can't belive it!!!!!!
 
Luc said:
Since I got all the bashing on my last order, here is the scenario!

Send order to Roblin through florist in Napanee.
Order sent Dec. 18 for Delivery Dec. 21
Order sent through Dove
Customer comes in Yesterday and inquire if the delivery was made.
Sends a ask Around noon for information.
Florist phones in reply this afternoon...
Replys goes like:
We had the order on the wrong pile,
We are not open today,
We can send something on Tues.

What would you say or do about this florist.

HERE IS THE KICKER!!!!!!!!!!!!
Same customer from the williamsburg Chapel mix up....
A Double Wham for her!!!!!!!!!
I will contact teleflora on Tues to make a formal complaint and ask for compensation for my customer.

Now I have to phone her with the bad news.....
Luc
Click to expand...


*sigh* What do I say?

If you're not open, why did you answer the message? If you're there and there's an issue with this order, why not fix it now and save face? I would definitely call Teleflora and lodge a complaint - this florist should have contacted you when there was a problem.

What do you say to the customer? You apologize for the grief that these orders have caused, assure them you will do everything in your power to make it right and you take whatever costs are involved on the chin. Try and keep this woman happy by all means because she's got a huge complaint and she's likely to talk her head off.

I feel your pain, Luc, all my major issues this year were with TF florists. It's enough to make you pull your hair out.
Audra
 
What back luck for your customer! And for you! I would be livid about this. As Audra said, do whatever you can to make this customer happy and to keep her as a customer. It would seem that most customers will understand that the fault is not yours and that you have gone "above and beyond" to help make things right. Sometimes I simply ask the customer what she wants us to do. Send another arrangement? Along with an apology arrangement? And would she (customer) please accept an apology arrangement from us also? She has, thus far, seemed to be a customer worth trying to keep. Even if she never places another order with you, you will know that you did all that you could possibly do to keep her business.
 
I Have talk with this customer and the other 3 orders she placed with us has been delivered with no problems.
I am refunding her money for this order not being delivered, and I will call Teleflora for an apology letter with a gift certificate from them as that is the wire service I used.
Also I have asked the florist who did not deliver the arr, to send something to the recepient for their mistake. I also asked when this will occus. I hope to get an answer on Tues as they are closed, which they say but we got a call from them telling us they did not deliver the arr.
So more to follow next week on what everyone is doing.
Luc
 
Luc said:
and I will call Teleflora for an apology letter with a gift certificate from them as that is the wire service I used.
Click to expand...
Um... errrrr.... Luc, Do you really want to send your customer to TF.com to redeem her certificate? I doubt TF will give her one to your store. :rolleyes:
 
I third that with huge emphasis!

V
 
Never thought of that.....
I will ask for at least a letter of apology....
I will see your hand and raise with mine.
Luc
 
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