Complaint Review: Ava's Flowers - Nationwide

I understand that you will now be disputing our issue with the bank. However, I wanted an accurate written statement of this weekends events. I originally placed an order for a Red, White and Blue collection vase arrangement on my credit card, and a Ficus Tree on my mother, Linda Hyers credit card on Thursday June 23rd to be delivered on Saturday June 25th by noon to 828 Bellefontaine Ave., Chiles-Lamen Funeral Home for my grandfathers funeral. As requested, we recieved a beautiful Red, White and Blue arrangement on time, but my mothers order that I placed for her showed up as a Peace Lily plant instead of our original order of my grandfathers favorite, the Ficus Tree. When I originally placed the order, I called Avas Flowers and asked to be called on Friday June 24th if you were unable to deliver what I had requested so that I could have ample time to change the order. We paid the rush charge and fees for both orders #3290056 for the Red, White and Blue Collection Vase, and #3290138 for the Ficus Tree. I did not receive any call on Friday June 24th, so I was certain that there was no miscommunication or issues. Upon arrival to the funeral home, there were two deliveries, my credit card order of Red, White and Blue was correct, however, my grandpas favorite Ficus Tree was no where to be found. I finally figured out that the Peace Lily was dropped off in replace of the Ficus Tree. I immediately called and spoke with a lovely lady named Ana. She was very sweet, sympathetic and tried very hard to rectify the situation stating she promised it would be either delivered on Sunday or Monday at the latest by noon as Monday was the final burial and departure date for our return to Chicago. I was concerned and called again on Sunday speaking with a very nice gentleman named Sam who assured me that although the floral designer was not working on Sunday, that we would definitely receive the Ficus Tree by Monday at noon. At 11:30am on Monday, the tree still was not there and so I called again and spoke with Ana who was very kind and told me that the plant was in route and would be there by noon. The whole family waited around until 12:15pm as we were then all late for burial. The Ficus tree finally showed up at 12:50pm. I called again after we left to let Ana know I wanted a refund of some kind because we not only had to no tree for the service, burial or to take home, but all of the broken promises and hassle was unacceptable. She apologized, was sympathetic and put me on a long hold stating she had to call the flower designer for approval for the refund. Once she finally came back, she said that the floral designer approved a $13.95 service fee to be taken off of my moms credit card. Increasingly growing impatient, as I felt this was not sufficient for all of our hassle and no product, I called Haehn Florist and Greenhouse in Wapakoneta, the floral designer, to get their side of the story. They not only assured me that they were not called to get the approval of the refund, but also told me that Avas flowers paid them only $116.99 for the service when we were to be originally charged $152.91. After calling Heahn Florist who was very kind, I called back to Avas and spoke to a VERY RUDE sales associate name Keisha Neptune who was curt, non sympathetic, called me disrespectful, interrupted me time and time again, and got in a heated debate about rectifying a very sensitive issue. I explained that I felt like since I chose your services, paid for your services, and trusted your services as a family owned company who claims to be one of the best, that surely it would be no problem to refund or partially refund a situation that was completely not a miscommunication on me or my mothers end as we paid in full and were very detailed of what we wanted, time, date and address of delivery. We even gave you an option for an early back up plan for Friday in case things fell through. I am so disappointed in your service and Keisha's extremely RUDE behavior as you can't take back your sympathy offering at a funeral or burial. We now won't see the plant for a month nor did it even get seen at the funeral or burial as intended. A neighbor had to go pick it up and care for it for the next month until the family reunites at our family reunion on July 24th. I hope for the future, not only will you ensure proper delivery, but make certain Keisha Neptune isn't necessary the proper person for customer service issues as her rude behavior has left me disgusted with your company. My mother, Linda Hyers, will be calling the Better Business Bureau and disputing charges with Discover as I gave you several opportunities to rectify and make this situation right without getting rude or impatient until I spoke with Keisha Neptune. I will NEVER use you again and will make certain to post this wherever I can. Amy Polston Miller 312.810.6008 [email protected]