Florist flower substitution - thoughts please?

aliasojo

I've just called them again. Girl who answered the phone said there have been a lot of queries and he's been snowed under. She took the details again and am waiting for a call back.

aliasojo

Quick update: Got a call from a helpful and apologetic chap who mentioned the 'can substitute flowers' aspect but was happy to take on board my point about how the overall look was completely changed. He offered to send a free bouquet to the main family as an apology which i thought was very kind and reasonable BUT tbh, I think since the funeral was only a few days ago, it would make them feel worse by carrying it on and bringing it all to the fore again if that makes sense?

Anyway he asked what I would like them to do to resolve this and was happy to agree to my request of a partial refund. I pointed out I didn't want a full refund as they did provide and deliver a wreath and I genuinely wasn't wanting to get something for nothing, I was just a little unhappy with what I got. Upshot was a 50% refund.

I'm now very happy, apart from the delay in returning my call which I can accept was down to the people involved being busy, I am impressed with the considerate way this was handled. I felt the chap was fair in the comments he made and fair in his acceptance of mine. I can honestly say I will use this company again now. My family are mostly all 200+ miles away from me so I tend to use florists to send flowers for birthdays etc.

Thanks all for your comments.

PZH

aliasojo wrote: »

Quick update: Got a call from a helpful and apologetic chap who mentioned the 'can substitute flowers' aspect but was happy to take on board my point about how the overall look was completely changed. He offered to send a free bouquet to the main family as an apology which i thought was very kind and reasonable BUT tbh, I think since the funeral was only a few days ago, it would make them feel worse by carrying it on and bringing it all to the fore again if that makes sense?

Anyway he asked what I would like them to do to resolve this and was happy to agree to my request of a partial refund. I pointed out I didn't want a full refund as they did provide and deliver a wreath and I genuinely wasn't wanting to get something for nothing, I was just a little unhappy with what I got. Upshot was a 50% refund.

I'm now very happy, apart from the delay in returning my call which I can accept was down to the people involved being busy, I am impressed with the considerate way this was handled. I felt the chap was fair in the comments he made and fair in his acceptance of mine. I can honestly say I will use this company again now. My family are mostly all 200+ miles away from me so I tend to use florists to send flowers for birthdays etc.

Thanks all for your comments.

What a well balanced post and such an acceptable outcome.

Glad you got it all sorted :T

piglet25

I'm glad to hear you got a satisfactory resolution, well done to the florist!

mountainofdebt

I' m pleased that such an amicable outcome was achieved.

halibut2209

Good result. Perhaps they will reconsider their policy and make sure to contact the buyer before making changes in future. At least then you could have been given the option of all pink, or non-roses

Perhaps you might consider donating the refund to a charity that your relative supported

dmg24

halibut2209 wrote: »

Good result. Perhaps they will reconsider their policy and make sure to contact the buyer before making changes in future. At least then you could have been given the option of all pink, or non-roses

Perhaps you might consider donating the refund to a charity that your relative supported

What an excellent idea halibut2209. I find the idea of profiting from the situation a tad sick.

mountainofdebt

dmg24 wrote: »

What an excellent idea halibut2209. I find the idea of profiting from the situation a tad sick.

Ah come on dmg24 - the OP had an issue with the wreath, and decided to accept a 50% refund than demand a full refund.

End result satisfied OP who will be willing to give the florist repeat business because of the way the compliant was handled.

Agree it would be a nice idea to donate the money but I hardly think profitering was at the fore front of the OP's mind ......which was stated in the first post.

aliasojo

dmg24 wrote: »

What an excellent idea halibut2209. I find the idea of profiting from the situation a tad sick.

You add a lot of value to threads that require factual information but when it comes to *just* your opinionated comments, you could use some some tact and some understanding of appropriateness.

aliasojo

halibut2209 wrote: »

Perhaps you might consider donating the refund to a charity that your relative supported

I support various charities by monthly direct debit already, tbh I don't feel I need to do more.