Here is my letter I sent Ava's Flowers...
I am trying to locate and contact the owner of Ava‚Äôs Flowers regarding the incredibly horrible service I have received with your company. Let me give you a brief rundown of the situation.
-Boyfriend Jon makes an online order from Ava‚Äôs Flowers.com (#xxx) at 10:33 am (Mountain Standard Time) for a delivery of a gift basket to myself, in San Clemente, Ca. He chose Ava‚Äôs Flowers after goggling a local florist that could deliver same day to my house.
-Online your company stated, that items which could NOT be delivered Friday were not allowed to be requested for purchase (meaning the option was not available). The option Jon chose stated it was available for delivery on that same day, Friday.
-Confirmation email received by Jon with a special note to please call my cell if I wasn‚Äôt home, as Jon was very interested in my being there to receive the surprise for our special occasion.. He made the order early enough to be assured I would receive it that day.
-I was happy to wait for my delivery at my home until it came. He was told by your company it would be delivered by 4-5pm, so after that time came and went I contacted Jon letting him know it hadn‚Äôt been delivered.
-The delivery obviously not having been made, your company called him and apologized and said it would be delivered first thing on Saturday morning. Jon knowing I would not be home in the early morning to receive the delivery asked if it could be delivered later around 4pm. Your representatives said of course, no problem. Jon also received an email after the call your company made that an upgrade would be given to compensate for the delay, along with 15% off his next order (as if we would EVER use your company again??)
-In the meantime, Saturday morning Jon received an email about his satisfaction regarding the delivery that had been made to me. ‚ÄúSeeing as how we take customer satisfaction as seriously as we take anything else around here (bad bad allusion‚Ä¶now we all know the lack of seriousness your company takes ‚Äėaround here‚Äô) we‚Äôre just checking to see how your experience with us has been so far.‚ÄĚ Obviously your records are incorrect and need some re wording and help in organizing when to send these follow up emails out. Jon responded to this email that he was dissatisfied and your company said, ‚ÄúOur caring staff will be in touch shortly to fix this problem.‚ÄĚ Your company has never contacted Jon.
-For Saturdays expected delivery, I changed my plans and went out of my way to go home to receive the delivery, as I didn‚Äôt want to disappoint, my boyfriend, by not being home, after the kind gesture he had made for me. Keep in mind; the special occasion this delivery was meant for had now already passed‚Ä¶which kind of defeats the whole purpose of your ‚ÄúCelebrating Special Times‚ÄĚ with your product.
-Saturday, I did not receive the flowers. Three times throughout the day Jon called your company and was told it was on the truck. I waited from 3 pm till 8 pm for the delivery. Jon then called your company at 8pm and was assured that the delivery was in fact on the truck and now on it‚Äôs way to my home. So, I waited again‚Ä¶. the delivery never came. Finally at midnight, I went to bed.
-Sunday morning Jon called your company and was then told by an operator, at a call center, who had zero ability to actually help or even understand, that the delivery would now be made on Tuesday???? Tuesday had never been mentioned prior. He shared this information with me; I was irritated and made a call to your company myself. I reached the same unhelpful call center lady and was told the same thing. This is also the time that I learned that Ava‚Äôs flowers was actually not a store that I could go visit and speak to a manager. Ava‚Äôs is NOT a local florist, although they came up on the search engine as a local service for San Clemente, Ca.
- Deciding this was a battle that was already exhausting and with a very busy personal life I decided to leave the issue alone and happily receive my delivery from my caring boyfriend early Tuesday morning.
Well it is now 12:44 in California and I still have no delivery! By 11:30 I was so irritated for the need to stay home for this supposed delivery that I called your company. I was interested in talking to a supervisor, manager, or anyone that could actually fix this problem. I spoke with Aida for 28 minutes.
Throughout that call I learned that my delivery was ‚Äúon the truck.‚ÄĚ Well obviously your word means nothing to me by now and I asked to speak to a supervisor. She told me Stephanie was ‚Äúreally busy with things‚ÄĚ and would call me back. This being an obvious unacceptable ‚Äúcustomer service‚ÄĚ response I asked Aida to please find someone for me to talk to. At first I was willing to receive the call back and asked Aida if I could have her employee number or Stephanie‚Äôs in the case I wasn‚Äôt called back. She said it was a small company and to just ask for her. I questioned the validity of her statement because while placed on hold (six times) I listened to your companies advertising of being, ‚Äúthe greatest flower company in the nation‚ÄĚ and ‚Äúfamily owned and operated‚ÄĚ ‚Äúdedicated‚ÄĚ to great service et.
I realized I wasn‚Äôt going to have any ability to speak with Aida again, and for all I knew she wasn‚Äôt asking Stephanie more than once to speak with me. I have worked in many positions and the proper training of each position has always trained on proper customer service and the protocol for an unhappy customer. What in the world is the purpose of a manager if they are not there to help the technicians they supervise? What exactly do your managers do? They are certainly not helping to resolve any concerns. I asked Aida the name of the owner of the company; at first she just told me it was Ava. She did not know the last name or of any way to contact any supervisor of any sort.
At this point, I am furious with your company and your policies and your lack of respect for your customers. Eventually I was hung up on. And you and I both KNOW that is what happened. There is no accident in being disconnected here! In awe at the audacity of Aida or perhaps even Stephanie, the unfit and unhelpful manager you have regretfully employed, to hang up on me, I immediately called back. I attempted to get a hold of the operator; seeing that Aida told me it would be easy to speak with her again in your ‚Äúsmall‚ÄĚ company and ‚Äúfew‚ÄĚ people that work there. After being on hold for 10 minutes, again the phone call was disconnected.
Stephanie has still not called me back, and I still do not have my ‚Äúpriority‚ÄĚ delivery. I hope you take the time to listen to the recorded call that Aida and I had. For your reference in locating the tape, the call began at 11:23 am and lasted 28 minutes. (Pacific Standard Time) After all I was told on the automated phone system that my call may be monitored for help in training and customer service improvements.
How unfortunate that over a $65 order your company has caused so much inconvenience. I have just taken more of my time today to write this complaint. I told Aida that I was so infuriated with the lack of care and respect that Ava‚Äôs Flowers has shown to myself and to Jon, that I would be contacting an attorney. I was surprised that Stephanie did not feel the need to address the situation. How easily this could have been resolved with some true empathy, a full refund, an on time delivery, and compensation for the unnecessary punitive damages you have caused to us both.
If I am not contacted within the hour, I will be forced to contact my lawyer. I will begin sharing this information with the Better Business Bureau and do all that I can to ensure other potential customers do not have this sort of a nightmarish headache over a $65 delivery. It is now the 5th day I have waited for my doorbell to ring so that I can ‚ÄúCelebrate that Special Time‚ÄĚ with my boyfriend who is miles away.
Here is my letter I sent Ava's Flowers...
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