Joe
Zionsville,#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 [email protected]