Nana's Village House Dead flowers, with nats and bugs!!!! Zionsville Indiana
When I called and placed my order I was told that it would be delivered by 2:00 PM. At approx 2:30PM, I contacted the store to inquire if the flowers had been delivered. I was told the delivery log was with the driver and yes it should have been delivered. I contacted the person I sent the flowers to, my husband, and discovered they were not delivered as I was told. I then contacted the shop again at approx 2:38PM and was told they were put down to be delivered between 2-3PM. I reviewed the conversation I had when I placed the order. I own my own company here in Indianapolis and record incoming/outgoing calls on my business line. I was told the flowers would be delivered by 2:00 IF I placed the order then, which I did. Not to mention, the paper says "Deliver by 2PM if possible"!!!!!!! I am not sure why the lady I spoke to the third time did not see that I was upset with her answers, but she did little to comfort my frustrations. Then tonight, looking at the flowers, they look HORRIBLE! Not only do I have nats all over my desk, I have flowers that are dried and dying, along with foliage that has yellow tips and eaten away by bugs to the extent that there are bite marks all over several of the leaves. I am highly disappointed and do not feel that your company lived up to their reputation of "beautiful flowers and prompt service" I will never recommend your shop nor will I ever bring my business back. I also have taken pictures of the ruined, dying flowers for your viewing pleasure. Let me know if you would like to view them. Thanks for making what should have been a pleasant surprise for my husband a horrible one. When I spoke with the owner Mimi, she began yelling and cutting me off in a recorded call. ( I record incoming/outgoing calls at my office) She attempted to argue with me and I had to hang up on her to avoid her breaking my ear drum. She then called my husband at work!!!! I was also not surprised to hear that this place has lost alot of customers because of their poor service.
I have never encountered anyone that was as rude and unprofessional as this woman! How she manages to stay in business is beyond me! Hopefully by seeing this report many of you will SAVE YOUR $$$$!
I have since found another flower shop that offers great prices and beautiful quality..... it just so happens to have alot of these upset customers from Nana's going to them now too!
Mimi, you are a horrible person to deal with! I hope that you think about the ways you acted and yelled at me. Any time you want to hear the conversations, you have my number.....feel free to call me!
I also will be filing a report with the BBB so that it is on her record.
Disappointed
Indianapolis, Indiana
U.S.A.
1 Updates & Rebuttals
Joe
Zionsville,Indiana,
U.S.A.
Owner/Member Nana's Village House Flowers & Gifts
#2REBUTTAL Owner of company
Fri, April 11, 2008
It is true that there was a misunderstanding regarding the delivery time and it resulted in a customer being dissatisfied with our service. We were also concerned that the customer was unhappy with our arrangement. We did offer to pick-up the arrangement to determine the source of the bugs (Feb 8th was a very cold day - under 10 degrees) and evaluate the condition of the arrangement.
We have been in business over five years and never had a complaint about bugs. We wanted to evaluate the arrangement, but the customer was very upset and did not want us to pick-up the arrangement. Nevertheless, at Nana's we have a "satisfaction guarantee" policy which means there is no question if a customer is unhappy we will do anything we can to correct the situation and make it right.
We refunded the customer's money on 2/8/08 and sent out another arrangement the next day for her trouble and disappointment and apologized for the situation. We followed up with a phone call a few days later after the second arrangement was received and she advised that our resolution to her disappointing experience was acceptable.
The customer did tell us that the source of her comment about us losing a lot of customers came from another florist in Zionsville. We do not believe this to be accurate. We are the sixth largest florist in the Indianapolis area and have posted double digit growth since purchasing the store five years ago. We have successfully handled thousand of orders each year and our customers keep coming back. We will be happy to provide references if requested.
We truly regret when one of our customers are unhappy with our product or service. If this happens you have our word and promise that we will do everything possible to correct the situation to your satisfaction. The Owners Nana's Village House Flowers & Gifts
On a personal note I have been married to Mimi for over 25 years and in my opinion is not a horrible person and is not a person who yells, at least meeting my definition of yelling. However, I understand that the customer's perception is her reality and we regret that we disappointed this one customer with our product and service. If you ask our customers one reason Nana's does so well is Mimi.
Joe Ricigliano
Owner/Member
Nana's Village House Flowers & Gifts
317-873-2926
Joericigli@aol.com