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Ive got someone coming in monday with their dead roses. She first rang on wednesday and said her roses had died from vd and I went through the usual how did you look after them etc. and we had no other complaints, she said she knows how to look after flowers and had a bouquet a month ago from us which lasted ages. I said Id need to see the roses to see whats gone wrong, she was going to speak to her boyfriend. He rang today while I wasnt in and spoke to one of the girls, he said he can only come back monday cause thats his day off.He collected the roses on vd and doesnt live near here. The thing is he had the grand prix roses and I only got 60 of them, so it may have been the roses, Im not sure. he is expecting a £60 bouquet for replacement which is what the roses cost.....not sure what to do or say really when he comes in, any advice would be appreciated

SOunds like it could have been prob with flowers, but unsure...well you have a couple of options really...

1. Refund

2. Good Will Gesture

3. Replacement to similar amount


Hope all goes well tho!!

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FAUN TO BE WILD...!!!

I would try to keep customer happy without them taking advantage of you..
I would suggest a lily bouquet in exchange as they are guarenteed to last and its better you loose out a bit, and hopefully they will say "what a lovely lady" instead of "well, that florist, never again"...Bad news travels fast...
Let us know how you get on :-)

Flower Palace

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Piv's Website
Best Florist in Abbeyfeale

Its difficult, i got a complaint last week, woman had a h/t and said the lillies had died after 5 days, but didnt come back and tell me until 11 days.



I asked her why she didnt and she said "i had visitors", so i was all set for giving her something until she said she'd got supermarket flowers that had lasted longer and how i'd taken advantage of her son for selling him something not fresh (that is our first quality complaint in over a year) , so naturally I thought even if i did give her something, she will still bad mouth me to all and sundry, so she got the finger and a mouthful back

Well if someone comes in with that attitude, I would give them the boot as well...Some people are unreal...

Flower Palace

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Piv's Website
Best Florist in Abbeyfeale

its funny you should say that elouise cause he said the same thing to my staff aparantly. "my mother got asda roses and they are still alive" that to me makes things worse cause basically hes saying maybe I should go to asda next time.........oh dear, what to do, what to do

oooooooooo, i have the answer then.

Go to asda and buy some crappy flowers and give them to him as a replacement, dont use your nice stuff, he's not worth it, then give him the finger

I just had a thought,.


Anyone want my customer service skills teaching....I'll do it for 250 a day

Hi Appleblossoms,,if it was me...I'd have to say that really she should have rang you before wednesday,,roses are usually only guaranteed for 5 days and therefore she has left it a little late to complain like this,,and furthermore if you don't see those roses until monday that is even longer and they will only be deader!! Telling you that they don't live nearby and therefore can't get them back to you is not your problem,,leaving it til monday is unacceptable.

I would simply say that if they had called and returned them within those 5 days, you would have replaced them no problem. I would apologise and probably offer them a small spring wrap as a goodwill gesture. I would not replace 12 grand prix now at this point.

I know you won't want any bad feeling etc,,but some folks take the piss a bit too much sometimes.

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live long and prosper

thanks for your advice everyone, I'll have to think more over the weekend what Im going to say so Im not all tongue tied on monday, I'll probably do a good will bouquet like fp and lexy suggest and hopefully he'll be happy with that, and Elouise I wish I had your bottle.........your so funny