I arranged flowers to be delivered to my girlfriend on her 30th birthday at her place of work. I told them 10am, the delivery van apparently had a crash and the flowers were stil not delivered at 2:45PM that day. No Phone calls to let me know what was happening. They offered to deliver the flowers to another destination but I told them not to bother - i could pick up a bunch on the way home and hand them to my girlfriend - the suprise was what I was paying the extra expense for. They refunded my money but did not want to offer a solution to rectify the problem, I thought they might like to throw in a box of chocolates or deliver the flowers free of charge. I didn't get angry with the girl on the phone because I think she was a part time worker so have sent the following email to management in hope that they will offer a satisfactory solution or response: "Dear Owner/Manager (Flower Frenzy - Applecross, WA) I came in Monday and organised flowers for my girlfriends 30th Birthday today (Wednesday 1st) and to be delivered to Willetton Senior High School. They were to be delivered around 10am. Because of a delivery car accident they were not delivered at 2:30PM when my girlfriend left school. I had to ask her if she had flowers delivered from me – ruining the surprise. I understand that there was a car crash, it happens. Your company was willing to cover the extra courier cost to transfer them to Alfred Cove. I cancelled this as the surprise was ruined and I can buy flowers from the store and give them to her myself – no point in getting them delivered if it not for the surprise element. I was offered a refund on my purchase. This is lousy compensation! Shit happens, but 10AM expected arrival, to 3pm when the flowers would have arrived is 5 hours, something could have been done before then. For me to use your business again or recommend business it would be appreciated if you can address the situation and offer a response. Getting flowers delivered to your girlfriend on her birthday is a personal gesture, refunding someone their money when this gets screwed up is not acceptable, its not a commensurable solution to the problem. Surely you could come up with a better solution." I will advise you of the response. I hope this is a good chance to see the public relations of small boutique companies from the initial stages of complaint. Regards, Rhett UPDATE (Thursday, November 02, 2006): Hi, I filled out the complaint form yesterday after receiving bad service form Flower Frenzy in Applecross. I wrote that I am giving Management and opportunity to resurrect the issue. They have done so today in an acceptable way. My girlfriend was delivered the roses, chocolate and a gift voucher. Therefore I don’t wish for the complaint to remain negative, the response from management after it got through front counter staff was excellent. Kind Regards, Rhett Brown executive PROPERTY
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