Complaint Review: Azar Florist Company - Newport Florist & Gardens

It all began on 7-19-04 when I placed an order for a flower arrangement with 1-888-USFLORA to be delivered to a funeral home in Ware Shoals, SC. At first, I was going to place my order online, but I wanted to pay by check so I could not place my order online because they would not accept checks online or on the phone. Mind you, the only reason I was trying to pay with check was because the purchase of this flower would be coming from a church (which I am the treasurer of).

So anyway, I ended up calling to place my order and I decided that I would use my visa card information to pay for the flower because I wanted it to get to the funeral before 2pm (which is what time the funeral started). So first around 9am I went to 1-888-USFLORA's website (www.usflora.us) and looked under the Sympathy link to see what flower I wanted to order before I called. I picked a White Simplicity Basket which was a white carnation arrangement for $49.99 item #TF186-3. Mind you they also have this arrangement in 2 other sizes deluxe $84.99 and premium $119.99.

So I was ready to place my order and I dialed 1-888-USFLORA and placed my order. I was asked what flower I wanted to order and at what price, so I said "I would like to order the White Simplicity Basket item# TF186-3 for $49.99." I gave my credit card info and asked them what was the total and could I receive confirmation by email (all the while I was taking notes about what was said while I was placing my order).

All of my info was repeated back to me and it was repeated correctly. I was told that my total would be $71.84 (which was high, but I wanted the flower to get there on time) and they said that I could receive confirmation by email and I gave them my email address. I was given a confirmation number 1896284. After my order was placed I checked my email periodically for my confirmation, but I never received one.

I'm still assuming the flower would be delivered on time until I receive a phone call at 1:30pm from Gilda at USFLORA telling me that my credit card had declined which was strange because I knew I had $71.84 in my bank account, so I repeated my visa info and Gilda tells me that they had recorded my expiration date wrong (which made me think, because they repeated my info correctly to me). So while I was on the phone I asked would my flower be delivered on time and she said no due to the fact that my card declined so then I asked would it be sent out today and she replied "yes." I hang up with her and continue to check my email for confirmation, but no confirmation had been sent.

So at around 3pm I called 1-888-USFLORA to tell them that I haven't received my confirmation email yet and when should I expect it. The same lady I spoke with earlier, Gilda, told me that since I placed my order over the phone that I would not be able to get a confirmation by email (now that's not what the after hours rep told me that's why I gave my email info). So then I asked for a confirmation to be faxed to me. Gilda said she would do it in a few minutes, so I gave the fax number to her, hung up the phone and kept checking the fax machine.

No fax yet, so at 4pm I called again and let Gilda know that I hadn't received confirmation yet and she told me that she would fax it in about 20 min. (by this time I'm getting upset because she told me before that I would have it in a few minutes). I waited until 4:30pm and still no fax (I get off work at 5pm and I wanted to get my confirmation before I left and I let her know that, plus I didn't want my card info sitting around for somebody else to see).

I called again at 4:30pm and Gilda gets an attitude with me because I'm calling again asking for my confirmation. So, I finally get my confirmation at 4:45pm. As soon as I get it I take a look at it to make sure everything was correct, which it wasn't. First thing I notice is that I was charged $82.96 instead of $71.84 (which is what I was quoted when I placed my order). The confirmation had that I chose a item# TF 186-3 for $67.00 (which was very wrong, this price wasn't even on the website) plus $9.99 relay charge, plus $5.97 tax amount which totaled $82.96.

So I called Gilda again to let her know that and she tells me that that is what I ordered, that's what the after hours rep entered that I ordered (when that's not what the rep repeated back to me) and I told her that I took notes as I placed my order and I was quoted $71.84 instead of $82.96. I also asked her had my flower been delivered she replied with " I'm not sure," then I asked what's the latest that they delivered, she replied with "I don't know." She couldn't give me any time of when my flower would be delivered. So she would not take my word for it and I hang up with her and look on the confirmation again.

At the top it had Donald's Florist in Honea Path, SC with an 800 number (1-800-798-0297). So I called (around 4:50pm) this florist to see if they had anything to do with my flower being delivered. I spoke to Betty (owner) and she told me that Gilda called her around 1:30pm and gave her my order (which made me realize that Gilda had nothing to do with my flower that's why she could not tell me when it would be delivered). So I asked Betty had my flower been delivered and she told me that it had not. So then I explained to Betty what had taken place and what I was charged and she told me that when Gilda called her that Gilda told her to make a $50 flower arrangement (ah hah!! why did she charge me $67.00??).

Betty pretty much told me that I was being ripped off and since my flower didn't get delivered for me to call and cancel my order (US Flora's website has same day delivery if your order is placed before noon, my confirmation has that my order was placed at 9:47am). Betty also told me that Gilda was in California, which I had no idea or else I would not have placed an order with them. So I hang up with Betty and call Gilda again (by now she really has an attitude with me) to tell her that I called Donald's Florist and my flower had not and would not be delivered that day.

I asked for a full refund and Gilda said that she wouldn't give me a refund until she spoke with Betty. So now by this time it's after 5pm(which is what time Donald's Florist closed). So on 7-20-04, I called Gilda again and she had spoken to Betty. This is the catch, she agreed to refund me, but it wouldn't be a full refund, Gilda said that she had to charge me $7.99 for long distance charges and processing fees (which she did not mentioned on 7-19-04 when I asked form my refund) and she also lied and said that I called and told Betty on 7-19-04(the same day I placed my order) not to deliver my flower (which is a bold faced lie, why would I do this when I wanted the flower to be delivered that day; also I only spoke to Betty 1 time on 7-19-04 which was around closing time for Donald's Florist and I was asking if the flower had been delivered; I would not need to tell Betty to not deliver the flower when it had not been delivered anyway) This was very confusing to me since my flower was never delivered.

I told Gilda that I should not be charged for anything especially since my flower had not been delivered. Again she would not hear me out and started putting me on hold and then the phone would eventually hang up. I called like 3 more times and Gilda would talk over me and hang up in my face. So I called Betty again and explained to her about the $7.99 and she told me that this charge couldn't involve long distance charges because Gilda called on the 800 line.

I feel that I have been lied to and charged more than I authorized to be taken from my account. I feel that I should get a full refund, especially when my flower was never delivered that day. The confirmation also had the store name of AzarInc. /Newport Florist & Gardens. Betty told me that Gilda's store number is 153358. I looked up the company and found 3 Azars Florist in CA. The address and phone numbers for them are:

Azars Florist
3935 Birch St.
Newport Beach, CA 92660-2201
(949) 757-9461

Azars Florist
Irvine, CA 92697
(949) 833-8262

Azars Irvine Florist
3992 Barranca Pkwy
Irvine, CA 92606-8223
(949) 651-9724

Betty also gave me the number to TeleFlora (1-800-421-2815) for me to report my complaint with them. I spoke with Jane at TeleFora and let her know my situation. She told me that she couldn't give me the refund and that I would have to speak with Gilda again. Jane said that she would make a note of my complaint.

The way I was treated about this matter was very unnecessary and unprofessional. I feel that if I would have received my confirmation earlier that day that I would have had the opportunity to realize that I had been over charged and to cancel my order with USFLORA. I feel that I should get my full $82.96 refund and not be charged $7.99, especially when my flower was not delivered the same day.

Saretta
G, North Carolina
U.S.A.



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