Christopher H Tyd

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Horrible experience, terrible customer service

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I decided to purchase a Venus ET Fleur gift for my wife to celebrate our fourth wedding anniversary (traditionally celebrated with flowers). I wanted to treat her to something unique and felt that it would be worth the investmentit was not. Also, to make matters worse, Venus ET Fleur customer service is terrible. Let me preface by saying this is the first time I have ever written and posted a negative review online. However, I feel obligated to share my experience with Venus ET Fleur so that others do not make the same mistake. I bought an arrangement that comes in an acrylic case. I received my order seven days before our anniversary. I did not want my order to be late. Attempting to be a responsible husband, I ordered it early. I wrapped my order (in the original shipped box) and stored it away for the big dayno issues at this point. I trusted the item would be in satisfactory condition, considering this is an expensive luxury gift. Little did I know I should have opened it up and inspected it in advance. On our anniversary, my wife opens the gift; and to our surprise, the acrylic container has manufacturing defects and is damaged. Within 36 hours, I emailed Venus ET Fleur, providing two photos highlighting the damage and defects. Venus ET Fleur responded and said that since my report was sent over a week after my order was delivered, "it is safe to conclude that the damage took place after delivery." To assume it was my fault is terrible customer servicethe scenario unfolded, as I described precisely above. I responded and told Venus ET Fleur that I did not open the package and that the damage did not occur on my end. After not hearing anything from Venus ET Fleur for a week, I asked politely for an update. I did get a response the same day, stating that their quality control team determined that the damage "is normal and does not affect the gardenia in any way." That is an actual quote from their customer service team. While valid, the damage does not affect the flower; one should not receive a damaged product with defects in the first place. Venus ET Fleur might appear to be a luxury gift brand and might seem like they provide quality and beautiful productsthey even state on their website that they are "committed to quality and craftsmanship," but do not let that fool you. They do NOT make luxury gifts and do NOT have quality control. I made a mistake and did not listen to other negative reviews; I hope you do not make the same mistake. My advicestay away. There are better companies out there that will provide a better quality product and basic customer service.
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