Failed to Deliver!.
I ordered an arrangement for my mother this past Mothers Day 2008 and as I live two states away I relied upon the overall reviews of Florists in the Pensacola area. I should have looked for a florist with more reviews than what was posted as the Celebrations Florists fell flat on their face. The arrangement was to be delivered on Saturday and the driver had permission to leave the arrangement on the front porch of the home. The house was located in a single family residential neighborhood with all houses clearly identified by street numbers. Celebrations had two contact numbers for my mother as well as a contact number for myself if any questions should present itself. No arrangement was delivered to my mother nor was any attempt made to contact myself nor my mother. When I contacted Celebrations on the Monday following Mothers Day they said "they would follow up with the driver and call me back but more than likely your mother just doesn?t see the flowers". When they returned my phone call they had a very high and mighty attitude and spoke to me in a disrespectful manner when they addressed me. They conveyed to me that "the driver is right outside your mother?s house and the arrangement is sitting on the porch". I said in return that I found that very interesting and asked if they would please call my mother so that driver could meet her at the door. You see my mother was at home at that time and when I called there was no driver outside her door and there was no arrangement on her front porch. When Celebrations called again they conveyed the fact that "they had delivered the arrangement to the wrong house and wanted to know what I wanted them to do about it".
What they should have said is we are sorry and this what we going to do about our mistake and does that make or try to alleviate any negative perceptions you may have about or business. It is taking the cowards way out when you fail to step up to solving the customers concern.
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